Hello everyone, I currently work as a customer service clerk for a large retail organisation and have been researching the Sales of Goods Act so that I am able to provide the best customer service to our customers and stay on the correct side of the law.
Now I have a few questions that I wasn't able to get an answer to, and I was hoping that some of you lovely people would be able to help me out.
1. Should a customer bring back a product that they have only had for a short amount of time (7 days for example), claiming that the product if faulty, however the fault they described can quickly and easily be fixed, must the customer accept this fix, or are they still entitled to a full refund?
2. Similar to the 1st scenario, only this time the fault that they are describing cannot be seen upon first inspection, are we (the seller) allowed to take more time to examine or test the product to see if the fault described is present? Or must we just take the customers word for it and refund them.
3. Now this one has been a cause for great debate with customers (and may even warrant it's own thread) - Software faults: I have always been told by management that software that is loaded onto products (phones or computers for example) aren't covered by any kind of warranty due to the fact that when a customer first uses a product, the software changes from what was originally loaded on the device. But from what I have read SOGA should still protect users for faults relating to software?
What we also quite often find is that the problem has been caused by something the customer has done, or by a piece of software that has been installed onto the product by the customer, and 9 times out of 10 restoring the product back to the initial factory settings resolves the issue that the customer is having, but if this is the case we would often charge the customer for doing this if they do not want to do it themselves.
4. So my next question is: Should a customer be expected to restore the software back to the state it was initially purchased in before a refund, replacement or repair should be considered, or does that constitute as a faulty product?
5. Also in the case that a separate piece of software or hardware that has been purchased from a different seller by the customer causes the reported issue, would the customer need to take the issue up with the other seller, or would be responsible?
Thank you very much for your time in reading and answering my questions.