Printer DOA - Who is responsible

phill79

Hi,
Knowing how helpful this forum is, I thought I'd pick your brains.

I was working in a school this afternoon and they asked me to install a printer, no problem I thought. Unpacked and set up only to find that on the screen of the printer there was a printer carraige error and no matter what I did, it wouldn't go.
Printer was ordered 20th July and despatched on the 7th August, the school only received it when they arrived back after summer on the 5th September.

I dug out the despatch note and contacted the company they bought it from, I won't name them though. I got through to the support person who advised me that because the printer is outside of their 28days warranty, then I need to contact HP about the problem. This was done and 30mins later they told me they would organise a new one to be sent out.

My question is:
Can the original company who sold the item say what they said and basically wash their hand of it?

I wouldn't mind if someone can point me in the right direction of some sort of law that might apply here for future reference. Should I have pushed for the original comany to send a replacement rather than contacting HP.

Any advice is appreciated.
Thanks

phill79

Sorry, this should have been posted in the "Techie Stuff" forum. I've reposted it there.

http://forums.moneysavingexpert.com/showthread.html?t=267362

Poppycat

Posted reply in link above please comment there so as not to duplicate what is said

RedOnRed

I work for a very large UK specialist IT company and we are often involved in roll-outs and installations that involve printer installs for various companies. I know in your situation if a printer we sent to site was DOA then without any quibble we would have it returned and replaced ASAP at no cost to the customer.

I suppose on our part it's just out of respect, good manners and business sense.