A customer has installed an item, and has informed me that it doesn't work accurately after their installation. What do I do?

[cjfulloon04]

A customer has purchased a technology item from me and has advised me that on installation it doesn't work as well as the original part. The customer believes this to be an inferior replication.

The part is a genuine part that was quality tested before dispatch from the manufacturer. My previous customer's have had no issues with the same product.

My concern is that the customer could have damaged the part on installation. Should I trust that they haven't damaged the part? Am I liable for replacement if they have installed the part themselves.

What do I do if the customer can't supply me evidence showing the part isn't working accurately/as described? Am I liable to replace the part? Or do I give the customer advice to consult with a technician?

Any assistance is greatly appreciated. I want to do right by my customer, however do not believe I should be liable if product is not working due to poor installation by the customer.

Thank you.

[*sparklz* · Accepted solution]

Is this an item that should only be fitted by an authorized dealer?

If it is then you are not responsible for the damage if they have done it.

If they open a dispute for item not as described they will have to return it in the condition it was sent to get the refund.

Is it something you can ask them to return to be tested and if a fault is found a replacement or refund can be sent?