2014.10.28

Right to investigate errors

A consumer has complained about his product on two previous occasions, when it has been repaired for various faults. Now the product has broken again and the customer therefore wants a new product, or alternatively cancel the purchase, eight months after the item was purchased. The consumer does not want the product repaired again as the customer believes that he has lost confidence in the product.

The company claims that they have not been able to examine the product after the latest alleged defect, and therefore rejects the customer's request for a complaint. 

ARN notes that the seller must be given the opportunity to investigate the error before a decision is made on complaint action, as an investigation cannot be considered to entail a significant inconvenience for the customer.