Faulty plotter, what are my options?

Tom_H

Hi,

I hope this is in the right place, I couldn't see anywhere else better to put it!

My company bought a plotter back in June this year, which has now developed a fault. We have called HP and they have diagnosed the fault and said that they will replace the part under warranty - but it will not be available for a month.

Obviously this is no good for us as we really need this daily, we understand that things go wrong and they can take a few days to sort but a month seems ridiculous.

We also called the company who supplied us with the plotter and although they were very nice and sympathetic they basically said that all the could do is contact HP on our behalf, so we'd really be in the same position.

Do we have any other options on this? Are there conditions on warranties that a company has to make a repair in a certain amount of time? Are we in our rights to demand a replacement? If so should we go to HP or our supplier? Anything else that might help us out?!

Thanks in advance for any help

GlynD

Tom_H wrote: »

Hi,

I hope this is in the right place, I couldn't see anywhere else better to put it!

My company bought a plotter back in June this year, which has now developed a fault. We have called HP and they have diagnosed the fault and said that they will replace the part under warranty - but it will not be available for a month.

Obviously this is no good for us as we really need this daily, we understand that things go wrong and they can take a few days to sort but a month seems ridiculous.

We also called the company who supplied us with the plotter and although they were very nice and sympathetic they basically said that all the could do is contact HP on our behalf, so we'd really be in the same position.

Do we have any other options on this? Are there conditions on warranties that a company has to make a repair in a certain amount of time? Are we in our rights to demand a replacement? If so should we go to HP or our supplier? Anything else that might help us out?!

Thanks in advance for any help

I don't find this to be an appropriate service as your company is being deprived of the use oif the machine for at least a month when the plotter is paid for and under the manufacturer's warranty. I think the least the supplier should do is lend you something similar or pay for the hire of a machine until yours is fixed. Your contract for warranty is with the supplier, not HP.

I've got a spare HP plotter here which I don't need anymore but I'm in Northern Ireland. It is only an 18 inch roll but if it got you by I'd be prepared to sell.

macman

Reject the item from the retailer under SOGA and ask for a replacement or refund.
That is the retailer's responsibility, and they can't wriggle out of it by suggesting that you merely clam under the manufacturer's warranty, much as they would prefer that.
What they then agree with HP is a third party issue of no concern to you-your contract is with the retailer, and not HP.

GlynD

macman wrote: »

Reject the item from the retailer under SOGA and ask for a replacement or refund.
That is the retailer's responsibility, and they can't wriggle out of it by suggesting that you merely clam under the manufacturer's warranty, much as they would prefer that.
What they then agree with HP is a third party issue of no concern to you-your contract is with the retailer, and not HP.

This is a better answer than mine. After seeing this advice this is what I would do.

penrhyn

It was a business purchase, if it is so vital then maybe the firm should have entered into a service agreement.

GlynD

penrhyn wrote: »

It was a business purchase, if it is so vital then maybe the firm should have entered into a service agreement.

Not needed in the first year with HP. The printer becomes serviceable after 1 year of use and at that point you enter into a service/warranty contract with HP. I've done that a few times.

Mr_Toad

macman wrote: »

Reject the item from the retailer under SOGA and ask for a replacement or refund.
That is the retailer's responsibility, and they can't wriggle out of it by suggesting that you merely clam under the manufacturer's warranty, much as they would prefer that.
What they then agree with HP is a third party issue of no concern to you-your contract is with the retailer, and not HP.

As it was a business that bought the plotter the SOGA act does apply but there are limitations which may apply in a business to business contract. You would need to examine the conditions of sale carefully.

Mankysteve

macman wrote: »

Reject the item from the retailer under SOGA and ask for a replacement or refund.
That is the retailer's responsibility, and they can't wriggle out of it by suggesting that you merely clam under the manufacturer's warranty, much as they would prefer that.
What they then agree with HP is a third party issue of no concern to you-your contract is with the retailer, and not HP.

Soga doesn't apply to busines, best bet is to write a letter before action, recorded delivery.

wealdroam

The Sale of Goods Act most certainly does apply to business to business sales.

There are specific sections of SoGA which only apply to sales to consumers, but the vast majority of SoGA applies to b2b contracts.

B2B sales agreements can contract out of various parts of SoGA, so it is essential to read the sales agreement to fully understand your rights.

WTFH

About 20 years ago I was selling HP plotters to businesses. They would spend £2000+ on one, then about £200 for 1 year or £350 for 3 years on a service contract direct with HP.
If their plotter broke down, HP would deliver a replacement one to them (I think it was within 48 hours), while theirs was taken away for repair. The reseller was taken out of the loop.

Back then, plotters were handled differently to printers from HP's viewpoint.

My advice would be: if it's business critical, have a support contract in place.

penrhyn

Exactly, makes you wonder if 'the Company' has service contracts on their IT set up, or is the rest of the outfit run on the cheap.