If a consumer has filed a complaint with a company but the vendor denies the claim concerning the defect and refuses to provide compensation, the consumer can attempt to prove the defect in another way and reapply for compensation. The consumer has the following options:
1. Contacting the Consumer Advisory Service, which can carry out a preliminary evaluation of the defectiveness of the product based on information provided by the consumer (e.g. a verbal description or photographs). However, the CAS's advisors will not visit the customer’s premises in order to do this.
2. The consumer may obtain an impartial expert to ascertain whether the defect in the car is one for which the seller is liable. If an expert analysis finds that the item is defective, the consumer may demand that the vendor rectify the defect. The vendor has the right to repair the defect if it offers to do so immediately.
The buyer has the right to refuse the offer of repairing the item if such a measure would cause significant inconvenience or a decrease in the value of the item, or if there is a risk that the costs incurred by the consumer will not be compensated.
If the vendor does not exercise the right to repair the defect, the consumer may demand a discount from the vendor. Such a discount must correspond to the defect in question, for example by covering the estimated repair costs.
Besides providing the repairs or discount, the company must cover the cost of the expert review of the defect.
3. The consumer may have the car repaired at another location, not the vendor’s company, and demand compensation from the vendor afterwards, if the item is found to be defective. We recommend obtaining a written statement from the repairer in order to prove the presence of the defect. It is also worth keeping the defective parts.
Repair of a defect
Compensation for damage