Faulty plotter, what are my options?

Tom_H

Thanks guys,

Does anyone know a specific part of the soga I can quote to them? I have had a quick goole but can;t see anything? I can just see us getting in a situation where I'm basically saying "I don;t think its god enough" and they're saying "tough!" unless I have something more solid I can throw at them! Everything I've seen says I'm entitled to a repair, but nothing about timescales?


Yes I was a bit naive and didn't bother with a service contract yet as I thought the Warranty would be sufficient if anything went wrong in the 1st year - live and learn eh?

wealdroam

Tom_H wrote: »

Thanks guys,

Does anyone know a specific part of the soga I can quote to them? I have had a quick goole but can;t see anything? I can just see us getting in a situation where I'm basically saying "I don;t think its god enough" and they're saying "tough!" unless I have something more solid I can throw at them! Everything I've seen says I'm entitled to a repair, but nothing about timescales?

As I said yesterday, it simply isn't good enough to read SoGa in isolation.
Have you looked at your sales agreement yet to see exactly what you have agreed to?

Tom_H wrote: »

Yes I was a bit naive and didn't bother with a service contract yet as I thought the Warranty would be sufficient if anything went wrong in the 1st year - live and learn eh?

Does the warranty even cover business use?
Again, read your documentation.

GlynD

Tom_H wrote: »

Thanks guys,

Does anyone know a specific part of the soga I can quote to them? I have had a quick goole but can;t see anything? I can just see us getting in a situation where I'm basically saying "I don;t think its god enough" and they're saying "tough!" unless I have something more solid I can throw at them! Everything I've seen says I'm entitled to a repair, but nothing about timescales?


Yes I was a bit naive and didn't bother with a service contract yet as I thought the Warranty would be sufficient if anything went wrong in the 1st year - live and learn eh?

If you approached HP to set up a service contract they wouldn't accept it until the first year was up. I told you, I've been through this with everything from the old XL300 to the most modern full width plotters.

Your supplier is at fault here and you should keep at them but I don't see any harm in getting HP UK involved either. They will probably be very annoyed and sort the problem out mucho quicko.

Tom_H

We didn't have a full sales agreement, just a few e-mail back and forth and an invoice!

I'm fairly sure that warranty covers business use though, it's was clearly being sold to us as a business and plotters are rarely used privately - they have agreed to replace the part under warranty it's just that it's going to take so long to come in that's bothering us!

macman

Have you asked them if they will hire or lend you one for the month the repair will take?
If they are a business supplier then they must have had this scenario before.
There's no legal definition of what a 'reasonable' repair time is.

GlynD

Tom_H wrote: »

We didn't have a full sales agreement, just a few e-mail back and forth and an invoice!

I'm fairly sure that warranty covers business use though, it's was clearly being sold to us as a business and plotters are rarely used privately - they have agreed to replace the part under warranty it's just that it's going to take so long to come in that's bothering us!

You already have protection under law. As you said it was very obvious it was for business use and who uses a plotter at home? I just happen to have one because I haven't sold it yet.

I would be horrified if my business was going through this and I think Hewlett Packard will be too. I strongly suggest you start going through procedures with them direct for this, as well as pressing your supplier. Here's the link for support. http://www8.hp.com/us/en/troubleshooting.html Make sure you get your serial number etc from the identification plate.

Your situation is unacceptable and you are entitled to a replacement unit until yours is repaired - at least! You're also entitled to a far faster repair time than the one you've been given.

Tom_H

Thanks GlynD, I'll have a look at the link now - hopefully putting some pressure on them might help!

Macman - I am waiting for a call back about a loan/rental machine _ they seemed very sympathetic if not very helpful, so I'm hoping they'll at least give us a decent discount!

GlynD

Tom_H wrote: »

Thanks GlynD, I'll have a look at the link now - hopefully putting some pressure on them might help!

Macman - I am waiting for a call back about a loan/rental machine _ they seemed very sympathetic if not very helpful, so I'm hoping they'll at least give us a decent discount!

Tom I used HP machines exclusively from 1994 until 2009 when I wound my business up. I did that for a reason. Their machines and service are the best you can get which is why I find your supplier's attitude very unhelpful.

Don't forget: I have an HP Designjet 90r here with very little usage on it. It takes up to A2+ sheets and is also fitted with an 18 inch roll. You're welcome to it for a knockdown if it helps you out and gets it out of my study. It's just gathering dust but it's essentially brand new.

WTFH

GlynD wrote: »

...I'm in Northern Ireland...

WTFH wrote: »

About 20 years ago I was selling HP plotters to businesses.

GlynD wrote: »

...Tom I used HP machines exclusively from 1994 until 2009 when I wound my business up...

I wonder if you ever bought one (or more) off me. I was working for a company on York Street, Belfast (the company with the ticker display half way up one of the glass walls, and with a name similar to a pen)

GlynD

WTFH wrote: »

I wonder if you ever bought one (or more) off me. I was working for a company on York Street, Belfast (the company with the ticker display half way up one of the glass walls, and with a name similar to a pen)

No sir. I never bought any in Belfast.