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 try to prove the defect in another way and reapply for compensation. The consumer has the following options:
1. Contacting a consumer rights advisor, who 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). The advisors will not accept goods being sent in or visit the customer’s premises in order to do this.
2. Obtaining an impartial expert to ascertain whether the product has a defect. If the expert finds that it does, the consumer may demand that the vendor repair the item. The vendor has the right to repair the defect if it offers to do so immediately.
The consumer has the right to refuse the offer of repairing the item if it would cause significant inconvenience or a decrease in the value of the item, or if there is the 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. The discount must correspond to the defect, 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. Having the defective goods repaired somewhere other than the vendor’s company and demanding compensation from the vendor afterwards if a defect is found.
We recommend obtaining a written statement from the repairer to prove the defect. It is also worth keeping the defective parts.