Ensuring Satisfactory Customer Resolutions on Product Repairs
To provide clarity and assist sellers in delivering excellent customer service, we have outlined specific types of repairs that should not be expected of customers.
Types of Repairs Customers Should Not Be Expected to Perform:
- High-Risk Repairs:
- Any repair that involves potential safety hazards or poses a risk of injury should not be attempted by customers.
- Electrical Repairs:
- Customers should not be expected to perform any electrical repairs. These repairs must be carried out by qualified technicians to ensure safety and compliance with regulations.
- Plumbing Repairs:
- Plumbing-related issues should not be handled by customers. Professional plumbers should address these repairs to prevent potential damage and ensure proper functionality.
- Repairs Requiring Qualified Technicians:
- Any repair that necessitates the expertise of a certified or qualified technician should not be expected of customers. This includes repairs that require specialised knowledge or equipment.
- Repairs with Injury Risk:
- Repairs that could result in personal injury, such as those involving heavy lifting, use of hazardous materials, or complex mechanical procedures, should be avoided by customers.
- Repairs Not Presented in User Manuals:
- Customers should not attempt repairs that are not explicitly detailed and presented in the product’s user manual. If the user manual does not provide clear, step-by-step instructions, alternative resolutions should be provided.
Recommended Resolutions:
- Repair by Qualified Professionals:
- Arrange for the product to be repaired by a qualified technician at no additional cost to the customer.
- Product Replacement:
- Offer a replacement of the defective product to the customer, ensuring the replacement is of the same or higher quality.
- Full Refund:
- Provide a full refund to the customer if the product cannot be satisfactorily repaired or replaced.
- Prompt Communication:
- Respond promptly to customer queries and concerns in accordance with MyDeal’s seller Service Level Agreement.
- Aim to resolve customer concerns quickly and efficiently in accordance with a customer’s consumer guarantee rights.
Sellers who consistently fail to meet their obligations may have action taken against them including but not limited to suspension or termination of their seller accounts.