- Original Poster
- #1
Hi All,
Looking for some advice as not sure how to deal with this customer, as he is pushing to take me to the court
Back in June of this year, I quoted a customer for a CCTV system, in which the customer was extremely specific about his requirements to have cameras of a certain brand, colour, size, megapixel and with audio recording.
Based on the customer's requirements I had several conversations with them as a product did not exist that would cover all his points. We agreed that compromise on megapixels would be acceptable
I proceeded to provide a verbal quote, which agreed and the installation was provided on the 19th July and he was happy with the work.
A potential issue that a staff member may have created, is that upon him paying, an "Paid in Full" invoice was sent to him detailing the incorrect equipment. This has only now come to light given his complaint and I have personally sourced all his paperwork.
A week after the installation the customer contacted him about part of his equipment, which I agreed to visit his property as soon as possible to investigate and if required replace. I attended his property on the 20th August to investigate and found no issues with the equipment, and he agreed at the point of my visit all was OK.
On the 11th September he then called me demanding a full refund on the basis, he'd tampered with some of the equipment and googled their model numbers, and had established in his mind I have provided him with substandard equipment, as they didn't meet the megapixels he requested in our very conversation, regardless of previously agree that a lower quality wasn't an issue.
I advised the customer that I would need to review the installation, equipment and concerns prior to agreeing a refund and I would arrange a visit to his property to discuss. He informed me that I was not to visit his property and that he would be personally taking down the equipment and returning back to my retail premises, which he did on the 19th September.
Upon checking the equipment he returned it became clear that during his DIY removal he had damaged several of the cameras, to state that they could not be used or returned to the manufacture for a refund.
He then continued to SMS me between the dates of 24th September and 7th October, demanding his refund. In utter panic as I have never experienced anything like this before and was trying to obtain advice over my rights, to try and buy some time I explained to the customer that I was issues refunding due to a bank problem.
After seeking advice, I relied to an SMS on the 6th October, advising that due to damaged he had caused during the DIY removal, and the fact all of the equipment hadn't been returned and that I wouldn't be in a position to refund labour costs to him, I offered a gesture of £150 (original purchase cost was £722)
This followed a series of SMS and emails where he argued me comments and points. The only other addition was that he had the missing equipment at his property and would return it back to me (attaching a photo of yet more damaged equipment)
I sent a final response via SMS and email reconfirm the £150 refund, the reason why and advising the date the refund would be sent to him (which i can confirm has been sent to him)
A week on he has now written to me advising of a claim subject to section 10 of the Consumer Rights act 2015, for the difference between the purchase price and the current refund (a sum of £572) plus any additional costs he now incurs.
Out of principal for the issues, damaged and harassment he's created I feel he is not due a further refund, however that said I don't want to attend court for the judge to simply side with the consumer and I'm left not only refunding him in full but also covering any additional court costs etc
Could anyone let me know where I stand with this?
Thanks
Looking for some advice as not sure how to deal with this customer, as he is pushing to take me to the court
Back in June of this year, I quoted a customer for a CCTV system, in which the customer was extremely specific about his requirements to have cameras of a certain brand, colour, size, megapixel and with audio recording.
Based on the customer's requirements I had several conversations with them as a product did not exist that would cover all his points. We agreed that compromise on megapixels would be acceptable
I proceeded to provide a verbal quote, which agreed and the installation was provided on the 19th July and he was happy with the work.
A potential issue that a staff member may have created, is that upon him paying, an "Paid in Full" invoice was sent to him detailing the incorrect equipment. This has only now come to light given his complaint and I have personally sourced all his paperwork.
A week after the installation the customer contacted him about part of his equipment, which I agreed to visit his property as soon as possible to investigate and if required replace. I attended his property on the 20th August to investigate and found no issues with the equipment, and he agreed at the point of my visit all was OK.
On the 11th September he then called me demanding a full refund on the basis, he'd tampered with some of the equipment and googled their model numbers, and had established in his mind I have provided him with substandard equipment, as they didn't meet the megapixels he requested in our very conversation, regardless of previously agree that a lower quality wasn't an issue.
I advised the customer that I would need to review the installation, equipment and concerns prior to agreeing a refund and I would arrange a visit to his property to discuss. He informed me that I was not to visit his property and that he would be personally taking down the equipment and returning back to my retail premises, which he did on the 19th September.
Upon checking the equipment he returned it became clear that during his DIY removal he had damaged several of the cameras, to state that they could not be used or returned to the manufacture for a refund.
He then continued to SMS me between the dates of 24th September and 7th October, demanding his refund. In utter panic as I have never experienced anything like this before and was trying to obtain advice over my rights, to try and buy some time I explained to the customer that I was issues refunding due to a bank problem.
After seeking advice, I relied to an SMS on the 6th October, advising that due to damaged he had caused during the DIY removal, and the fact all of the equipment hadn't been returned and that I wouldn't be in a position to refund labour costs to him, I offered a gesture of £150 (original purchase cost was £722)
This followed a series of SMS and emails where he argued me comments and points. The only other addition was that he had the missing equipment at his property and would return it back to me (attaching a photo of yet more damaged equipment)
I sent a final response via SMS and email reconfirm the £150 refund, the reason why and advising the date the refund would be sent to him (which i can confirm has been sent to him)
A week on he has now written to me advising of a claim subject to section 10 of the Consumer Rights act 2015, for the difference between the purchase price and the current refund (a sum of £572) plus any additional costs he now incurs.
Out of principal for the issues, damaged and harassment he's created I feel he is not due a further refund, however that said I don't want to attend court for the judge to simply side with the consumer and I'm left not only refunding him in full but also covering any additional court costs etc
Could anyone let me know where I stand with this?
Thanks
