Faulty Goods Purchased - Complaint and Compensation

concernedclaud

Hi All

Hoping someone could help me with this! I'm so frustrated!

So here's my story:

I'm an electrician. I purchased some testers from a reputable company in June last year. I noticed a fault within a couple of weeks of having them and spent plenty of time on the phone to their service department (thinking it was human error on my part). After several calls/advise and no improvement, i sent the testers back for repair. This was 6 weeks after i purchased them.

They were returned NFF a couple of weeks later. However, the fault was still there. I sent them back again. They had them for a month and repaired the fault. A couple of weeks after that, another fault appeared. I sent them back again, they had them for a month again and sent them back repaired.

I first complained in December 12 as i didn't believe the goods were of a satisfactory condition, also the level of customer service i received was inadequate. I didn't get a response so sent a further letter in January. This was then picked up. I might also add that during this time, the testers faulted again!

I was dealing with a person for several weeks when i was then informed they had left the company and i was passed on to someone else. By this time it was April and my testers had been back and forth another 2 times! The person who i dealt with only spoke to me verbally and offered me an additional product as a goodwill gesture. I chose the product but it never materialised. This person has since not been in contact or responded to my calls/emails.

The testers have been back and forth once more since then. I sent another letter of complaint expressing my frustration and disappointment in the company. The person who i was originally dealing with (who i was informed had left) got back in contact - they hadn't left after all so i had been misinformed!

I have now asked for all communications to be in writing only as any verbal commitments haven't materialised. This is my current position:

I have been offered one of the following as a goodwill gesture:

Extended warranty on my testers - Given that the testers have been at fault for most of the 1 years warranty they come with, i believe i should be given this extension as standard

A replacement set of the same model - Why do i want another set of these testers when i've had nothing but issues with them!

A replacement set with a different model - The model they are offering me is obsolete and valued a lot lower than the ones i have. In fact, the reason i purchased the current model was to replace a set of the now obsolete testers i had in the first place

So, i don't really think their offerings are substantial or of benefit to me. I've since noticed that my testers have devalued by £200 since i purchased them and i think that i should be offered something of the same value that i purchased or at least a better model than the ones i have.

Can i go back to them with a counter offer of the next model up and if so, how should i put this in a letter? What are my rights if they say no?

I have also suffered loss of earnings due to the countless times i have had to take the day off of work (im self employed) to wait in for a courier to deliver/collect the testers and even on one occasion, they were a no show.
Not to mention having several disatisfied customers myself due to not being able to complete work without the testers!

The company have told me that their policy is to not give compensation for loss of earnings, which i can accept on the basis the goodwill gesture they offer me is substantial!

Any help/advice would be greatly appreciated.

Thanks in advance!

maninthestreet

Was this a business-to-business purchase or retail purchase?

visidigi

concernedclaud wrote: »

I'm an electrician.

(im self employed)

Not to mention having several disatisfied customers

maninthestreet wrote: »

Was this a business-to-business purchase or retail purchase?

B2B transaction...

concernedclaud

Yes, it would be B2B

bod1467

In which case there are no Consumer rights here. So what applies are the contract T&Cs you agreed with the supplier.

concernedclaud

Thanks for your response.

This is a tough one as although i am self employed, i didn't purchase it through a business account with the company.

I actually purchased them from a third party website (ISS) and don't think there were any T&C's although i will check my paperwork.

moyesforever

concernedclaud wrote: »

Thanks for your response.

This is a tough one as although i am self employed, i didn't purchase it through a business account with the company.

I actually purchased them from a third party website (ISS) and don't think there were any T&C's although i will check my paperwork.

It was a business purchase however you try to dress it.