Damaged goods

[Jobos]

Please could you answer this question as I think a supplier is fobbing me off.

 

We bought a new Samsung monitor that remained unopened in the box for 7 weeks. On opening the box the monitor was found with a damaged case and supplier says as it's over 28 days I should contact Samsung direct. There was no damage to the monitor packaging so this must have happened in the factory.

 

Do I believe them as I thought all warranty claims were the supplier's responsibility.

[localzuk]

For business sales, it is entirely down to the B2B contract you agreed during purchase. Consumer law doesn't apply. So, if the supplier says their contract was 28 days, then they don't have to do anything.

[GuyJD]

I've had this happen a few times to the point that I will record the opening of boxes I think could be damaged on arrival.

 

I'm pretty sure the 28 day thing is the norm, if you know the supplier well they may make an exception, I bought 40 HP laptops and I found one had a broken screen when I finally got around to unboxing it almost 2 months later, the supplier originally said that it would have to go through manufacturer warranty which of course would cost as it was physical damage and not a hardware fault, after a bit of back and forth with the supplier they agreed to pay for the new screen and I fitted it.

 

Moral of the story is always check everything as soon as it arrives to avoid headaches.

[Sagima]

For something that small I would hope most of my account managers would sort it out so they wouldn't risk losing business over such a small thing but it's entirely up to them.

[JoeBloggs]

Your account manager would usually sort this out for you... unless they want to lose your business over a monitor!

[Fazza]

IT wont help you now but going forward you might want to consider doing a PDI (post delivery inspection) on all future deliveries to stop this from happening again. We always open up items like monitors within a few days of receiving them and security mark them, add them to the asset registers and when we're doing this you can clearly see if there is any damage or not.

 

28 days is the normal agreement you have with a supplier for things like damages or DOA (dead on arrival) items.

[arwen]

I always make a point of opening boxes and checking the goods over within 2 weeks of them being delivered. It also means I can store them in a smaller space because I will remove all the bulky packaging while checking them.

 

Anything hardware fault wise (dead screen/motherboard/psu) that is dead on arrival I've never had a problem putting a claim in months afterward. However checking for physical damage is something that is quick to do, and easy to sort out with suppliers when you report it quick enough.

[Jobos]

Yes it was my fault completely. The monitors arrived in the Christmas holidays when I was off and other jobs took over on return. I think it's bad business practice not helping a customer like this as the week I placed the order for the monitors I also ordered £2000 of MS OVS licencing. Looks like I will be taking my business elsewhere when renewal time comes.

[Fazza]

I think it's bad business practice not helping a customer like this as the week I placed the order for the monitors I also ordered £2000 of MS OVS licencing. Looks like I will be taking my business elsewhere when renewal time comes.

 

The margins are so tight it would take them years to break even if you dont buy much from them. We spend over 10x that amount on MS Licensing and we still only get around 28 days from all our suppliers!

 

Have you tried looking for a second hand one on Amazon or eBay? You could swap the case over if that's the part that's broken? Might be cheaper than a new monitor again.

[Jobos]

The margins are so tight it would take them years to break even if you dont buy much from them. We spend over 10x that amount on MS Licensing and we still only get around 28 days from all our suppliers!

 

Have you tried looking for a second hand one on Amazon or eBay? You could swap the case over if that's the part that's broken? Might be cheaper than a new monitor again.

 

I'm not at the school everyday but will look at fixing it next week.