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Annex 5 – After Sales Services

Last Updated on 17/06/2024 by Samantha Lewis

Code members are expected to provide a high standard of after-sales service and to ensure a prompt and adequate service and repair policy.

Prompt will normally be taken to mean response and (where appropriate) visit within 3 working days of the request, unless otherwise agreed.  No customer should be without equipment on which they rely for mobility and/or daily living for more than 14 days.  (Exceptions may occur, for example, where a customer has bespoke needs that cannot be met from normal stock held, or where a hospital/clinic appointments system must be followed, however, every effort must be made to keep the period the customer is without mobility to a minimum.)

Guarantees/warranties must be in writing, and be clear and unambiguous.  They do not affect a consumer’s statutory rights and all guarantees and warranties used by Code members should carry a statement making this clear.  Distributors and retailers must pass on the individual parts and labour guarantee offered by the manufacturer, and abide by the terms contained in the guarantee during its currency.

There must be no high-pressure selling of additional warranties, nor any misrepresentation of their costs, coverage, and any benefits they provide.

A minimum 3-month guarantee must be offered in respect of all repair work carried out.

It must be explained to the purchaser that no claim will be met under guarantee if the product has been abused in any way, or damaged by neglect, improper use or failure to maintain in accordance with the manufacturer’s recommendations, or has been damaged in any accident.  Abnormal wear and tear will also be considered when assessing a guarantee claim.

If, after purchase, the customer wishes to sell the product to another consumer, the transfer of a valid guarantee/warranty should be possible and a mechanism should be in place to facilitate this.

Maintenance agreements must be clear and unambiguous and the covered duration must be stated.  If the agreement includes an annual service it should be evident whether the business will contact the customer to arrange this.

If a company has a buy-back policy this must be clear and unambiguous, and be outlined to the customer in writing in advance of the sale taking place.  Any reason for not buying back the product, for example because it is single-use, or bespoke, must be stated and the reason made clear.  Companies that do not buy back products under any circumstances should be prepared to make available an advice sheet on how to sell the product and advise on the likely second-hand value.

Customers must be given a clear explanation of the basis for charging for repair work not covered by warranty/guarantee and, where practicable, a written estimate in advance, of the anticipated costs of such work.  (Customers have the legal right to refund, repair, or replacement for goods that are identified as being faulty, as set out in the Consumer Rights Act 2015.)

When work has been carried out, a schedule of the work (labour, parts, etc) should accompany the invoice, detailing a breakdown of costs.

Adequate stocks of components/parts should be held to facilitate prompt service.

Customers should be given details of opening hours, contact telephone numbers, and arrangements, if any, for emergencies out of hours.

Reasonable care should be exercised in protecting customers’ property whilst in the company’s possession and companies should not seek any disclaimers to avoid liability for loss or damage.  Companies are advised to ensure they are adequately insured to cover such liability, as well as cover against any claims for death, personal injury, and damage to property arising out of the demonstration of goods or their use after sale.

If a company is prepared to remove unwanted products, the terms under which they will do so must be made clear when this is requested, particularly regarding disposal.