Faulty light, do I charge customer to replace

[Happygrumpysparks]

Hi,

I installed a security light 8mths ago, customer has informed me the light is only partially working.

Customer wants a replacement or upgrade and he will pay cost of upgraded fitting.

Where do I stand with this regards it being a manufactures Defect and not a fault of my installation. Do I charge labour or not?

 

[buzzlightyear]

you say customer saying only partially working, what is it a candle. you need to go and see
the sec light if possible take a replacement if found faulty replace.
if a customer supplying and you are supplying labour
tuff s****t.

 

[Octopus]

OK,

Firstly, thank you for everyone's input.

The customer supplied the light, the light is under warranty and he is arranging its replacement.

Ive taken on board what has been said. I'm going to pop back and change out for the replacement at no cost. It's not far from me and for the sake of 30minutes gives a good reflection on my service

Ive learned a lesson, some items I purchase online which I'll no longer do. Mainly as I need the locality if returning to a wholesaler if anything goes faulty.

Good man - for the feedback and thanks - its much more worth while being a contributor when a decent response is posted..

As for purchases, I do about 99% through local wholesalers, who have never let me down and never quibble about warranty repairs - as you build local relationships it will pay off ..... as for the 1% I source remotely these are normally for parts I can't get locally.

Saving a few pennies on the web..... not worth it in the long run IMHO, unless its a new tool!

 

[davesparks]

I'm curious as to what 'partially working' means, and where the suggestion of an upgraded fitting came from?

Does this mean that the fitting is not working as the customer intended rather than there actually being a problem?

 

[Happygrumpysparks]

Hi Dave,

Ive not seen the issue, just explained how the light was only outputting 25% and that he would like to upgrade to a brighter light.

I'm going to have a look one evening.

 

[buzzlightyear]

you are saying how the light was only outputting 25% and that he would like to upgrade to a brighter light.
customer supplied the light, the light is under warranty and he is arranging its replacement
tell him you will be charging him for the new fitting to be replaced
having you not supplied the fitting .
have you told him you are charging for replacement .

 

[telectrix]

sometimes it's a spratt to catch a mackerel. by doing the call-out/labour for free, OP will build his rep. and could maybe get some decent work from the customer or his family/friends as a result.

 

[davesparks]

Hi Dave,

Ive not seen the issue, just explained how the light was only outputting 25% and that he would like to upgrade to a brighter light.

I'm going to have a look one evening.

Interesting, if it's only outputting 25% then how does he know that when you've fixed it and it's outputting 100% that it won't be bright enough?

I call this suspicious, but then I'm a cynical sod!

 

[buzzlightyear]

sometimes it's a spratt to catch a mackerel. or hook a fish get a shark, customer not paying!

 

[Dave OCD]

Maybe it's one of those lights that produces a low level light via a photocell during the hours of darkness then goes to 'full power' when an inbuilt PIR is activated ? It might be a/a dozy customer b/ adjustment required or c/ both.

 

[buzzlightyear]

more like.

 

[Andy_G]

Hi,

I installed a security light 8mths ago, customer has informed me the light is only partially working.

Customer wants a replacement or upgrade and he will pay cost of upgraded fitting.

Where do I stand with this regards it being a manufactures Defect and not a fault of my installation. Do I charge labour or not?

If you supplied the light then I would think you should replace it as a goodwill gesture as it has been less than a year since it was installed,we are in the trade to make money and when you show goodwill and common sense it often brings more money your way,although the it also brings a lot of mickey takers at the same time,but that's another story

 

[Andy_G]

Interesting, if it's only outputting 25% then how does he know that when you've fixed it and it's outputting 100% that it won't be bright enough?

I call this suspicious, but then I'm a cynical sod!

We have all been there, the lights not working and the cable has been ripped out of the back but NO ONE HAS TOUCHED IT!! , just quicker to change it and spend minimum brain time trying to make sense out of nonsense

 

[Idpost]

I fitted a ceiling light, that a customer had supplied. The light didn't hang straight and no amount of tinkering would correct it. The customer contacted the shop and they sent a replacement and agreed to pay for my time to swap them over. The replacement wasn't much better, so another replacement was supplied and I was paid to swap them again!

 

[Andy_G]

Tha

I fitted a ceiling light, that a customer had supplied. The light didn't hang straight and no amount of tinkering would correct it. The customer contacted the shop and they sent a replacement and agreed to pay for my time to swap them over. The replacement wasn't much better, so another replacement was supplied and I was paid to swap them again!

It is good if you are paid to keep installing the fittings,however we don't tend to get paid for the hours wasted taking and making calls and being diverted to call centres for half an hour and trying to explain to somebody on a telephone exactly what a raw plug is

 

[Idpost]

Tha

It is good if you are paid to keep installing the fittings,however we don't tend to get paid for the hours wasted taking and making calls and being diverted to call centres for half an hour and trying to explain to somebody on a telephone exactly what a raw plug is

True!