B2b changing terms of warranty after sale
Discussion
I buy 150-200k of hikvision cameras every year from trade wholesalers, at the time i bought all the kit in the last few years the warranty was 2 or 3 years depending on product with advanced replacement at the trade counter. Hand over a faulty item at the trade counter within the warranty period, they will give it a bench test and either replace it there and then or issue a credit note.
The manufacturer has told wholesalers to stop doing this from april and everything has to be sent back to them, and they take between 30 and 60 days to look at it before coming to a decision, leaving my customers without vital security equipment and invalid insurance cover unless i pay for the replacement out my own pocket.
How can they legally retrospectively make this change on product i have already bought, surely they have to honour the contract as it was at the date of sale?
I have been aggressively bullying the wholesalers and playing them off against each other, telling them that the other wholesalers are honouring the old warranty and i will just take my business there, and witholding payments for other stuff for the time being to get them to do the right thing, but I would rather not have to play those games, it takes valuable time and increases stress levels.
How best do I go about getting what i have paid for?
I have tried dahua and unifi, and uniview and a few others, but the image quality on the cameras just cant compete with hikvision.
The manufacturer has told wholesalers to stop doing this from april and everything has to be sent back to them, and they take between 30 and 60 days to look at it before coming to a decision, leaving my customers without vital security equipment and invalid insurance cover unless i pay for the replacement out my own pocket.
How can they legally retrospectively make this change on product i have already bought, surely they have to honour the contract as it was at the date of sale?
I have been aggressively bullying the wholesalers and playing them off against each other, telling them that the other wholesalers are honouring the old warranty and i will just take my business there, and witholding payments for other stuff for the time being to get them to do the right thing, but I would rather not have to play those games, it takes valuable time and increases stress levels.
How best do I go about getting what i have paid for?
I have tried dahua and unifi, and uniview and a few others, but the image quality on the cameras just cant compete with hikvision.
Tje terms state advanced replacement in year 1, rtb year 2 and 3.
They are trying to force rtb in year 1 failures now though and turnaround for year 2 and 3 failures has increasd from 2 weeks to 4 to 8 weeks.
Axis lightfinder nightvision is not a patch on hiks colorvu, we have fitted lightfinder while working for clients who cant use hik or dahua.
They are trying to force rtb in year 1 failures now though and turnaround for year 2 and 3 failures has increasd from 2 weeks to 4 to 8 weeks.
Axis lightfinder nightvision is not a patch on hiks colorvu, we have fitted lightfinder while working for clients who cant use hik or dahua.
FMOB said:
That is why I suggested the swap-out stock so you can keep your customers happy while Hikvision take their sweet time on the warranty.
There are thousands of skus, for me to keep a spare of each would cost me tens of thosands, when its their f
kup.Just no.
If it comes down to it i will keep holding their current invoices to ransom until they sort their s
t out.My contract of sale is with the suppliers, not hikvision. They allowed hikvision to do this st, they have the option to do the same to hik directly.
I have to stand by the product i sell, so my suppliers have to do the same.
Putting the onus on me to spend money to compensate for supplier fkery isnt very helpful, and it isnt going to happen without a dirty fight with zero tactics off limits.
t, they have the option to do the same to hik directly.I have to stand by the product i sell, so my suppliers have to do the same.
Putting the onus on me to spend money to compensate for supplier f
kery isnt very helpful, and it isnt going to happen without a dirty fight with zero tactics off limits.At the moment we charge a basic maintenance contract that covers annual preventative maintenance and monitoring and gives a discount on the hourly rate of reactive maintenance, and guarantees response time.
I have been chatting with my account manager at one of the smaller suppliers over the weekend, they may be able to help me out unofficially. I havent given them as much business as the other suppliers as my credit limit there is low and they dont hold the same level of stock as the bigger guys, but they are growing, and customer service is good, so I will probably end up moving more of my custom to them.
Just going to stick in my throat over the next year.
The accounts girl at the biggest supplier has been quite good, when she phones to query the late payment, I tell her the reason, and she kicks the branches arse, as i ask the branch to tell me the value of outstanding rmas every month and they never do, she calls them and works out the value of kit, then i pay the statement minus the value of delayed rmas.
Its not just me, everyone i speak to is pissed off at this.
The upside is the kit is quite reliable, but still, the amount I am punting it is enough to be a problem.
If i was selling the same amount of proview or spro i would be bankrupt with the warranty claims
I have been chatting with my account manager at one of the smaller suppliers over the weekend, they may be able to help me out unofficially. I havent given them as much business as the other suppliers as my credit limit there is low and they dont hold the same level of stock as the bigger guys, but they are growing, and customer service is good, so I will probably end up moving more of my custom to them.
Just going to stick in my throat over the next year.
The accounts girl at the biggest supplier has been quite good, when she phones to query the late payment, I tell her the reason, and she kicks the branches arse, as i ask the branch to tell me the value of outstanding rmas every month and they never do, she calls them and works out the value of kit, then i pay the statement minus the value of delayed rmas.
Its not just me, everyone i speak to is pissed off at this.
The upside is the kit is quite reliable, but still, the amount I am punting it is enough to be a problem.
If i was selling the same amount of proview or spro i would be bankrupt with the warranty claims
119 said:
Doesn’t sound very reliable if you have several credits waiting to be actioned, which must be enough for you to raise a complaint?
Dunno. I have cheapo reolink that have never missed a beat!
Things can seem reliable when you have 1 or 2.Dunno. I have cheapo reolink that have never missed a beat!
When you sell 10s of thousands is when you get a true picture.
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