End User Has 'Lemon Of An Install' - Needs Advice

How would you handle a return or an "exchange" situation? For the sake of simplicity, let us assume that you leveraged existing architecture, no cable was pulled etc. The appliance, devices, licenses, etc. are all resalable.

The customer has requested a “return for credit” since the product does not function. (Assume nothing like a simple settings change is going to fix the problem.)

We currently have a lemon of an install that the integrator will replace with a lower cost (but reliable) system. The integrator has repeatedly stated that they are not being supported by the manufacturer of the product, and that they cannot bring our system up to a marginally functional state. (The system was functional for not more than a month after initial installation.) The integrator wants us to eat the cost difference…think double. So we would wind up paying $10k for a $5k system. The product is not video, but close enough that I feel comfortable in a comparison for my own education.

In my opinion, the relationship between the integrator and the manufacturer is not the customer’s problem.

How would you handle such a situation? Have you ever had a lemon, or had to drop a product line because of such a situation? Details left purposefully vague, I am trying to understand this integrator’s position. It hasn’t been long since I was on the other side of the fence, and I know that we would have simply removed the system then replaced it with a product of the customer’s choice, at our own cost if the product we originally installed failed within a month of install.

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*** ********* ********* *** ***-********** ******?

*** *** *** ********** ****** ** ******* * ****** **** were ****** ** ** ********* **?

****, ** * **** ***** ******* ** **** **** ** system ***'** ******* *****:

*. ****** *******

*. ****** *******

*. ********* *****, ** ***** ****** *******

*****, *** *** *****!

****, ** ********** ********* *********, ** ***** ****** *****, *** now **** **** *** ** *** *** * *********** ******? That ***'* ***** *****.

*'* ***** ******* **** ****** **, ***.

*** ******** *** **** **** **************. (*******, *** ********* **** to *** ***** *******, ***.) *** ******** ******* *** ********** to ******, ***** *** ******* *** ******. *** ********** *** chosen ***** **** **** **** ******* **** *** *** ******** prior ** **** *******. *** ******** *** *** ******* *** integrator ***** ****** ** ******* *** *******. (**** ****** *** contract ***** *** * **** ** ******* **** **** ** install.)

**** ** * ******* ******* ** * *** ****. *** other ********: *** ********* *** ********* **** *** *********? ******? Distribution?

*** ********** *** *** *** **********. **** ************* **** *** integrator, ** ***** ** ** **** ********* ******** **** *** manufacturer. *** ********** *** **** *** ******** **** *** ****** massive ******** ******* *** ******* **** *** ************...*** **** *** manufacturer **** *** **** **** *** ** * ******* ***** is ****** **** *** **** ** *** ********’* ************. (**** not **** ** ***** ** *** ************, ** *** **********.)

**** ***** ** ** ******* ***** ** * ******* ** the ************/********** ************ ***** *** ********** ** ****** ** **** the ******** *** ***, ** **** ***** *****.

** *** *** ****, * ***** *** * **** ** any *********** ******** ** *** **********, *** **** * ***** against ********* *** ********* ********** *****... ****** **** **** *** ** *** ***** ** their ***. *** * ****.

*** **** ******** ********* ** *** ************ ** ******** ** helpful, *** ******* **** *** *** *** ** ***** **** another ******* *** ** ********* ** *** *** ********.

**** ** **** *******, ***** ***.

**** *** *** ** *****'* ********, ** *** **** ** doesn't **** ** ***, ** ** *****'* **** ** ********?

**** *** **** ** ***.

****** **** *** ********** ****'* *** *** ******* **** ** authorized ****** *** **** ** *** ***** ** ********* **** the ************. **** * *****.

*** ********** *** *** *** **********. **** ************* **** *** integrator, ** ***** ** ** **** ********* ******** **** *** manufacturer.

** *** ************ ***** ****** ** ********** *** **** ****** no ******* ******* ** ****'* ** **** ************? ** **** ain't *** ****** ******* *** ***!

** *** ************ ***** ****** ** ********** *** **** ****** no ******* ******* ** ****'* ** **** ************? ** **** ain't *** ****** ******* *** ***!

**** ****** ************ **** * ****** ***** *'** **** ** other ******, ***** ******* **** ******** ******** "****** **** ************" via *******/**********. ***** ** ****-***** *** *** ********, ***** *** sales ******* ***** *** ******** ** ** ******* ************, *** they ***'* ******** ******* ******** ** *** *** ***** ******* of *****.

** **** ** *** ****, *****'* ** ****** - *** policy ** ****-***** ** *** ******** *** *** ********** *** very ****** **** ** ***** *********.

**** ****** **** *********, * ***** ******* ***** ****. ***** that ** *** ***** **** *** ** ***...** *** ***** hand, ***** ******** **** **** *** **** (*** **********) ** support *** ******* *** * ****.

* ***** **** ** *** ******* **** *** ******** ***** on *** ***** ** ** *** '***' **** ******** ********. The **** *** ** ***** ***** *** *** ************ ** refuse ** **** ** ** *** ********** ********* ***** ***** through ************ ************.

*** ********** ************** ***** **** - *** ****** *** ** - *** they ********** ****'* ***** **.

**** ****** *** **** *** ****** ******* *** ******* ****** to *** ********** * *** **** ****** ** *********. *** that *** *** **** *****, **** *** ****** ** *** out **** ***** ** *********** - ** *** ******** - that **** ***** **** *** ***.

**** ** *** ********* *** ******, *** ***** **** ** the *********, ***.

*****- ** **** *******, **** ** *** **** ****** ** action *** *** ********?

**** *** ********* *******.

*** ********** ****** * ******** **** **** **** **** ******* the ****** **** **** *** ******* *** * ****. **** are ******* ** ****** ** **** ******** ** **** *** taking *** ******** ***'** *******. *** **** ****** * **** who *** ******* ** ****** ***** *** ****** **** ***'* work *** ******* - ******** **** *** ** '**** *** whole'.

**********, * ***** **** * ******** ***** ******* *** ***** a ****, *** **** ** ***** ** *** ************ ******* a **** ***** ****** ********** ** ******** ********** **** *** company.

*** ****'* **.

"**** *** ********* *******."

- ***** *** ** ***** **** ;-)

**********, ***** *** ******* ** * ***-****** *****, ** ******, and **** ** ** **** *****. **** *** ********** ** they ***** ***** ********** ****'** *** *** ******* ** **** the ************. ** **** *****'* ****, ** ****** - ****, LinkedIn, ***. - **** ***** ******** *** *********** **** **** the ********** * ***** ***. **** *** **** ***** ******** advocate, ** ********, ***.

** *** *****, ** *** **** * *** ** ***** if **'** *** ****** ** ******** *** ******** ********.

"** *** *****, ** *** **** * *** ** ***** if **'** *** ****** ** ******** *** ******** ********."

*** ****'* *** *** *** *** ****** **** ***** *** in *** ******** :)

* *****, ******, ** **** ***'* ** *** ***** *****, one ***** ** ** ******. * *** ** ********* ** not **** ***** ******** **** ********* ***** **** **** *** consequences ** ** ***** ******** ******** (**** ******** ** *** other).

********* ** **** * **** ** **** ;-)

* ***** *'** **** ** ****** ** *** ******* *****. It **** *****'* ****** ** **** ********. *******, *'** *** a ***** ***, ******* * *** *********, ***.

*** ** ******, **** **** **** ***'** ***** *** ****'** wrong **** *** ** ****... *****-**** ***** ***'* ***** **** good.

...*****-**** ***** ***'* ***** **** ****.

*** **** *.*.* **** *** ****** **********...

*** ******* ** ********* ** ******* ** ** *.*.*. § 873 ***** ********:
"*******, ***** * ****** ** *********, ** ** * ************* for *** *********, ******* *** ********* ** *** *** ** the ****** ******, ******* ** ******** *** ***** ** ***** valuable *****, ***** ** ***** ***** **** ***** ** ********** not **** **** *** ****, ** ****."

"** *** ** *** **** ** ** *** ***** ** our ********, * ** ***** ** ***** ******** ******** ** the ********."

*** ********'* *** *********? *****?

"** *** ** *** **** ** ** *** ***** ** our ********, * ** ***** ** ***** ******** ******** ** the ********."

***** *** *** ******* *** ******* **** *** ** * sudden? *** *** *** ********:

**** *** ********* *******.. **** * ******** ***** ******* *** owner * ****... **** ** ***** ** *** ************ ******* a ****... **** *** ************... **** *** ********** * ***** eye...

******* ** *** *************, "* ** ***** ** ***** ******** comments ** *** ********."?

** *** ***** ****** * *** **** ******** ** ** toungue *** *****, *** ******* ** ***** ** ****** ** eating * ***** **** ****. ***** *** **** ********* ** your ***** **********, *** ** *** ***: ******* ******* ****'* as ********** ** ** *** ******* **** * ***** ** action. **** **** ** *** ******* ** ******* ** *** feel **** *** *****?

** *** *) **** *** *** **** ** *** "*********** to ******", ** *) **** *** ********** ** *** ** "violation ** *** ***", ** *** ********** ** *** ******* "is *** * ******** *****".

* ***** **** *** **** ******* ***** ** ** ***** that *** ********** ** *** ******* ** *** * "******** thing" ***** ** ** ********* **** *** *** **** ** entitled. *** **** ****** ******** ******** ** *** ******* *** far *** ** ***** ** **** ** *********. *** ******** some ********* ****, "***** *** **** ****** *******, *** ******* your **** ****** **** *****, ** * ***** ** **** right **** ** ******** ****** ***** ** ** *, *** I'm *** ****** ******** *** *** ***** ***** *** **** out **** *** ****'* ** *****!, ** ****..." ***** *** all ****** *** ***** ******* *** ******** *** **** *** add ** *** "** ****" ** ******* ******.

** **** **** ****:

...**** **** **** ***'** ***** *** ****'** ***** **** *** do ****...

*****?

*. * ***** ** ******* ** ************* ** **********.***

*. ***** ******** (** ***** ****) :)

*******, *** *** **** ********** ***** ****** **** ******** ******* by *** ****** *** ********* ***** ** '***********' ** ******* publicly *** * ****** ******* ** ******* ***** *******?

**** *** **** ****, ***'* **** ****.

** **** ******* ***. :(

*** ***** ****** **** ******* ******** ****, * *** ********* what *** ***** ***** ** ** *********** ****** ** ****** the ******* ******** ** **********; *** ******** ***** *** *** said *'* *** ****** *** ******* ** ** **** ******* you **** ********* *** ** *** *** ** ******* *'** go ****** **** **** ************? ********* ***/**?

*** ********, *******, ** "****" ******* ******* ** *** ******* one's *** **** ** ***'* *****, *** ******* ***'* **** in ******* ****'* *****.

****! ******* **** ** *** **** * *** *******, * figured *** *** *** *********** ** *********.

* *** ********* ** ***** **** ******'* ** ******* **** someone ********* "*****" ** **** *****, "****".

** *'** **** * **** ** *** ***** ** ** closet, *'** *** *** **** *** **** *****.;)

* ***** **** ********* ** ****** ** ******** * ******* publicly ** ***** ** ****** * ********** ** * ******** service ***** ***** ** ********** ** *********. ** **** *** the ****, * ***** **** **** (********?) ***** *** ***** for **** ** ** ****.

*** ****** ***** **** ** ***** **** ***** *** ** legitimate ******* ********** *** **** *** ****** *** ****** ****** to *** ********* *** ****.

********* ***** * **** *******.

***** **** ***** ** *** '********** ** *********' *** **** too ** ********** **** ** *****. *****, *** ****** **** to ** ******** ***** ****** ******* **** ********* *** ***** you ******* ** ***** *******?

**** ** ****, *** **** ;-)

**** ** ******* ********* *** ***** ***. ****, *** **% of *** **** ******* *** ******* ** **** ****** ** completely *********. *** ******* *********** ********** *** ************ **** '*********' *****, **** **** *** "******** ********** *******" and **** **** *** ****** / ******** **** ****** **** by *******.

*** *** / *** ** ***** ** **** *********** *** User *** ***** ***** ** ******** ******** ** *** ********** does *** ******* *** ***** ** ***** ********.

****, ** ***** ***** **** *** **** ** ********* ** vendors ***** **** **** ****** *******... ***** ** ******** **** on *****, *** *** **** :)

** * **** *** *** **** *'* *** *** ********** to ******** ***** ************ **** *** ************. ******* **** ** for **** *** ** *** ** ** ***** ****. ****** like "*** ************ ******* ** ******* **" ****** ** ********** e.g. **** ** *** ******* ****** ******* **** ****** ** fix, ** *** ****** **** **** **** ********** **** **** you, ** ******* ******** *** ***** ***** ***'** *** **** your ************** ** *** ************. **'* *** ****** "***********" **** you *** ****** **** "** **** ****** **** ********** ******* in **** ***** **** *** * ****", **'* **** ***** a ******** **************.

******,

** *** ***** *** ********** ** ******** ***** **** ******* such * ********?

**, ** **** **********, *** *** ******* ** ***** *** integrator ** * ****, **** ********* ***** ** **** *** integrator ****** (**** ** ******* **** *** ************) ** ***** advice. *** *** ******** **** ** ***** ***** ********** ** the *** ****.

***, *** **** *** *** **** ****'* ***** *** **************** ************ '***'* ******* ****'? ***, **** ** ************** **** - *** **** **** *'** **** *****, ** hasn't **** ********.

** *** *** ****, *** *** ******** ******** ******************** **** *****?

** * ********* *****, ***** ********** ********* **** **** ***** *** *** ************ ** ****** to ****.

* ***** **** ******. *** *** ************* ** ** *** planned ** ****** ******* **** ***** ******. ***** ** *** situation ** ** ********* *** *** ******** ** ******.

** * **** * ******* ** * ********, ****** * state ********** **** * ***'* ** ***'* ******* **, **** the **** ** ** ** ** **** ** ****. ** problems **** *** ************ ****** ** ********** ** *** *** user (********). **** *** *** ******** **** *** ************, **** contracted **** ** *** * ******* **** *** ******* *********** that ** ***** **** ********. ** **** ******* **** *** work ** ********** ** *** *** ****, **** *** *** user **, ** *** **** ***** ******** ** ***** ***** back.

**** ** **, *** *** ****** ** ******* **** *** into ******** ****** ********* **** ******** ** *** **** ** another. * **** ****** ***** *** ********, ********* ** **** cost ** **, **** * ** *** ****** ******* * system, *** **** ** ** ** ** ** ** ******* problems, *** *** ******** *** ** ********** *** *** ******. We *** ******** ** ** ******** ********* ** ********'* ********, not ******* ****.

***** ****** *****, ***** ** *** ******* ** "***** *** right *****". ** ******** ***** ** **** **** ****** **** on *** *** ********* * ******* ******. ** *** *** deliver. *** ****** **** ** *** ****** ****** ** ***, at *** **** *****, ** *** ***** *** ** **** back *** ***-******* ******** ** **** *******.

** ** **********, * *** ****** **** **** **********, *** particularly ******, *****, *** *******'* ******** *****.

*****'* * ************ **'** **** ******* **** *** **** **** a ******. ***** ******* ** *** **** *** ***********, *** we **** **** ********** (** ****) ** ***** **** ** support ***** ******* **-**** ** **** ** *** ** ***** techs, ***** ****** ********* ***** ******* *********, **** ***** ********. We **** ***** *******, ** **'** ****** **** (*** ******** to **** ****) *** ****** *** ** *** ********* **** they *****, *** ** *** *****, ***** ********* **** **** very ***** **** *** ******* ** ****.

** **********, *** ***** ******** ** **** *** ******** **** two ***** ** ***** ******* ** *** *** ***** ****'** been **** **, **** ***** ** ******** ***** **** *** future ***** (********* *** ********* ***** ************). *******, **** ** the ***** ******* **** **** ****** **** ******* ******** ******, and ************ ******* *** **** ****** ** ****, ********* ******* our ************ ** *** ******* ** ******** ***** ******* **** in **** ***** **** **** ******* ********** *** *+ *****. Where ** *** ****, **** ***** **** *********** **** ** to ******** **** *********** ** ***** ******** **** ****'* ******* massive ********* ** *** *************, ****'** ******** ***** ** ****** saying, "****, *** *** *******, ****'* **** ******* ****."

*********** *** **, **** ******** ** **** **** ****-***** *** we've **** *** ********** ** *** **** ** ** *** attempts ** ******* ****, *** *** ************'* ************ *** ***-*******. He **** *** *********** *** ******* ** ** **, ** well, *** ******** **** **'** ***** ********** ** *** (*** sometimes ****) ** **** **** *******, ***** *** ************ ********* to ***** ********** ** **** ********** ****.

*** ******** *** **** ** ***** ******* ** *** ************ that **'* *** ******* **** ****, *** **'** **** ** clear ** **** **** *** ******** *** ********* ** ***** looking **** ***** ********* *** ***** ****** ***** - ** loves *** *******, *** **'** *** *** ** **** *** continually ********* *******.

** ** ****** ** ****** *** *****, ** *** ********** is ***** **-***** *** **** *** ****** * ********** ***** with *** ************, **** **** ****** **** ** ******* ********* some **** ** ***** ***** *********** **** ****'** ******* ** their *** ** ******. *** **********, ** **** ***'* **** the ****** ****, **** ****** **** ** ***** ****** ******** the *** ****, ** ********* *** ****** **** ********* **** DOES ****.

Lemon ******* ******: */**

********'* ******* ******* *** **** ********** ** *** **** **** legal, ** ******. *** ******* *** **** ******, ** ****. (Everything *** ** ** ******* ****** ******** ****.) ** **** speculating **** ******* **** ******* *** **********'* ******** *****'* **** to **** *** **********...** **** ***** ****** ****** ** ********* a $****/ **** ******** *** $**.

** **** *****, ** *** ******* *** ***** ******** ** our *****... **** *****.

**** *** *** ******* ** *** *** ****, * ***'* think *** ****** *** **** ** **** ***** *** ******* all *** *****. *** *** **** *** ****** ** ***** he ** ***** ************ ***** **** **** *******. ***** ******* could ** *********. * **** **** ********* ***** * ******** has ***** *** ********** *********, ******** * ********** *******, ******* he *** ********* ** * ****, ** ** ****** ** a ************ *** ******** *** **** *** *** *****, **** the ********* *** *** **** * ****** ** * ***** site. ** *** ***** ***** ** ****.

****** **** ****, * ** *** ********* *** *********. *** I ** ****** ** **** *** ********** ***** **** ** was *** ***** **** *** ** *** ********* ***** **** designing *** ******. **/*** *** *** **** ******** *** ******. It *** **** **** ******* ****. ** *** **** *** objections. * *** ********** *** **** *** ********* **, ** my *******, *** ********* ** ******* *** *********. ** *** user ** *** ******* ******** ** **** * ********* *********, but **** *** ****** *** ******* ** **** ***'* ****** it.

* ** ******* *** ************ ****, *** ** ***** ** me **** ** *** ******* **** ***** ****, *** **** are ********* *****. *** ***** ** ********* *** ****** ***** (unless ** *** ******* ***** **)? ** *** ** **** what *** ******* *** ***** ** ** ****** ** ** a ******** ***** ** * ***** (*** ** *****). *** things ***** *****, **** ***** **** *** **** ***** *****. They **** **** **** *** *** ** *** ****. *** like ***** ****, *** *** ** * ****** **** ***'* find ***** **** *** ******* * **** ***?. *** ** a ****** **** *** ************? **** **** *** **** ***** to **. *** **** **** *** ****** *********?

*** *** *** ************ ******* *** ********** *** ************ ** not **** *******. ** ** *** ***'* **. **** **** are ******* *** ******* **** *** ********* *** ** *** concern ********** **** ******** *** ************* *** **** **** *** not **** ******* *** ** **** *******. ** ******** ***** is **** * ***** ** **** ******** *** ***** ********, by ******. * ******** ******* *** * **** ** ***/*** employer ** **** * ********** **** *** ******* *** ******** and ******* *******. **** **** ********** *** * **** ** tell *** ** *** ********* *** **** ***** *** **** not ******** ** **** ***********. *** ***'* **** ****** *********, or **** ***** ** *** *******, ** ** *** ** forth. ***** *** * ********* ** ******* * ***** ******* is *** ******** *** * ******** ****** *** ******* ** "make ** ****". **** ******** ********* ** **** **** **** trying ** ******** ******** **************. *** **** ************** **** ******* of ********** *** ************? **** **** *** *** ******* ** all ** ****?

*****, *** **** *** *** *******, * ***** *** *** leaving *** **** ********* *****.