Newly purchased goods damaged due to negligent instruction manual. What can I do?

nogaff

First of all, I don't want to go into too many specifics until I've decided on the appropriate course of action, so please forgive the nebulous descriptions, but the question should still be fairly clear.

I purchased two electronic products (Product A and Product B) from Retailer C.

Product B is an add-on for Product A, and attaches directly to it, but they are manufactured by different companies.

The instruction manual included with Product A provides fairly detailed instructions for installing Product B, which I read in full and followed very carefully.

However, Product B became irreparably damaged in the process, so I went searching online to find out what I could possibly have done wrong.

It turned out that the manufacturer of Product A had published a revised instruction manual on their website, which adds an extra step to the installation procedure for Product B, specifically addressing the issue I have encountered. This extra step requires the removal of a small component from Product A, prior to installation of Product B, and includes new diagrams depicting correct/incorrect installation. It also goes on to explicitly state that damage may occur to Product B if this step is not performed.

I therefore believe that the original included manual for Product A (and therefore the manufacturer of it) is negligent by omission, which has resulted in damage to my property, Product B.

I am now approximately £200 out of pocket, so I would like to ask what recourse I have in this instance, and whose responsibility it would be?

Should I approach Retailer C and explain what has happened, or do I have to go to the manufacturer of Product A and essentially beg them to compensate me for Product B? What if they refuse to make amends?

MattMattMattUK

I would suspect that the manuals specify that all of this is to be attempted at one's own risk? It may also mention checking on their website for up to date information. In the case of either you have no claim. 

Also why so cagey on the products, unless they are illegal I can not see why you would not need to say what they are?

Sandtree

Why doesn’t B, as the add on, come with its own manual for installation? I’d certainly be following the manual of the manufacturer of the product rather than a third party manual.

You also potentially have to ask why the manual for A has been updated, maybe B was changed at some point resulting in the need for a revision of the manual but again this is why I’d be following B’s manual as its their product.

Clearly there is an extensive working relationship between the two firms if its gone as far as A including instructions for B’s product in with their own. Whilst statutory rights will be with the retailer in the first instance I’d have a conversation with A and B 

nogaff

MattMattMattUK said:

I would suspect that the manuals specify that all of this is to be attempted at one's own risk? It may also mention checking on their website for up to date information. In the case of either you have no claim. 

Also why so cagey on the products, unless they are illegal I can not see why you would not need to say what they are?

No, on both points. These are computer components, so they literally have to be assembled together for the computer to function, and are both required components. There is absolutely no mention of the procedure being "at one's own risk", nor any instruction to check online for newer revisions of the manual.

I'm being cagey because I don't want to make it entirely obvious which customer I am, if any of the involved parties happen to see this thread before I have a clear understanding of how to approach this problem.

nogaff

Sandtree said:

Why doesn’t B, as the add on, come with its own manual for installation? I’d certainly be following the manual of the manufacturer of the product rather than a third party manual.

You also potentially have to ask why the manual for A has been updated, maybe B was changed at some point resulting in the need for a revision of the manual but again this is why I’d be following B’s manual as its their product.

Clearly there is an extensive working relationship between the two firms if its gone as far as A including instructions for B’s product in with their own. Whilst statutory rights will be with the retailer in the first instance I’d have a conversation with A and B 

Product B has standardised connections/dimensions and is supplied with nothing more than a data sheet.

Installation instructions will vary depending on which brand and model of Product A is used in conjunction with Product B, so it is assumed that the manual for Product A will be the "source of truth" so to speak.

Spank

Why do you think identifying yourself would be a problem?
A pure guess here but are the components a case and a gfx riser cage and the case has been damaged?

nogaff

Spank said:

Why do you think identifying yourself would be a problem?
A pure guess here but are the components a case and a gfx riser cage and the case has been damaged?

Because I value my privacy, and because I wouldn't want to say anything here that may jeopardise any claim I may have

No, they are both internal components, required for the operation of the PC.

Blackbeard_of_Perranporth

With out knowledge about your self build pc and the fact you damaged your graphics card because you followed someone on the YouTube, then your guarantee that is non existent at the Ebuyer site is worthless!

So sorry but unless YOU enlighten us on your problem, I guess I have answered it!

MattMattMattUK

nogaff said:

No, on both points. These are computer components, so they literally have to be assembled together for the computer to function, and are both required components. There is absolutely no mention of the procedure being "at one's own risk", nor any instruction to check online for newer revisions of the manual.

Ok, it is a difficult one, I build my own computers and have done for friends and family as well so I might have a bit of an understanding. Motherboards for example come with instructions on how to fit components, but I am not sure that it would cover anyone for liability if they broke the pins on the CPU socket for example, even though a motherboard will not work without a CPU I very much doubt they would be liable. 

nogaff said:

I'm being cagey because I don't want to make it entirely obvious which customer I am, if any of the involved parties happen to see this thread before I have a clear understanding of how to approach this problem.

Unless they are incredibly specific and specialised components then I can not see that happening. I can not see how them seeing this would have any bearing anyway, either they are liable or they are not, posts on a forum would have to impact on that.

nogaff said:

Product B has standardised connections/dimensions and is supplied with nothing more than a data sheet.

Installation instructions will vary depending on which brand and model of Product A is used in conjunction with Product B, so it is assumed that the manual for Product A will be the "source of truth" so to speak.

As you won't go into specifics, are we talking about a standardised connector here such as a CPU socket, DIMM socket, PCIe, M.2 socket, PSU outputs etc. to which the component slots/fits/affixes, something like needing to paste on a headsink to a CPU, or something more specific, unusual? 

nogaff

MattMattMattUK said:

As you won't go into specifics, are we talking about a standardised connector here such as a CPU socket, DIMM socket, PCIe, M.2 socket, PSU outputs etc. to which the component slots/fits/affixes, something like needing to paste on a headsink to a CPU, or something more specific, unusual? 

A standardised connector.

The revised instructions require a pre-installed standoff to be removed from the area near the slot, but this was never stated, nor implied in the original manual.

The standoff does not visibly obstruct the component being installed, but if not removed, it applies damaging pressure to the surface of the component.

MattMattMattUK

I would suspect that this might be at best a grey area, but probably you will just have to chalk it up to experience. If you are building a computer (or upgrading parts), it is generally expected that you understand what you are doing and no one manufacturer can be held liable for damage to another component, even if made by the same manufacturer. Them not telling you remove the a standoff, even if they instructions originally omit this and have been subsequently amended, would not make them liable for damage to a third party component under any laws I am aware of, the goods were fit for purpose and unfortunately the damage was caused by yourself. You might, and I stress might, get a goodwill gesture if you purchased direct from the manufacturer, but I doubt it.