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.