If a consumer has filed a complaint with a company but the vendor denies the claim concerning the defect in the service, and refuses to provide compensation thereof, the consumer can try to prove the presence of the defect in another way and reapply for compensation. The consumer has the following options:
1. Contacting the Consumer Advisory Service, which can perform 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 advisors will not visit the customer’s premises in order to do this.
2. Obtaining an impartial expert to ascertain whether the work performed is defective. If the expert finds that the work is indeed defective, the consumer may demand the rectification of 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 that the defect be rectified if this would cause significant inconvenience, the company is unable to perform the repairs rapidly enough or the company's professional skills are clearly deficient. 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 is liable to cover the costs of diagnosing the defect, for instance in an expert review.
3. the consumer may have the defect repaired by another service provider and claim compensation from the company later for costs incurred from repairing or repeating the work. We recommend obtaining a written statement from the company performing the repair, in order to prove the presence of the defect.