By J. Jean Robertson
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Extra resources for A Look at Impressionist Art
These records are better than nothing, but should not replace structured information collection. 52 Aftersales Management Escalation processes When there is a complaining customer on the phone or in the store then the salesperson’s best friend is the person they call who will help them unpick even the most tangled problem. If this person is good enough then they have personal contacts at all of the manufacturers and/or repairers and they will know just how to open the right doors when it appears to everyone else that these doors are ﬁrmly locked.
This Directive introduced the concept of ‘good faith’ and was designed in order to prevent imbalances in the rights and obligations of consumers on the one hand, and sellers and suppliers on the other hand. There are further enhancements and developments currently being discussed in an attempt to simplify cross-border trading and the handling of disputes arising from such trade. Differences between the UK and the rest of Europe Almost universally the rest of Europe took up the Directive. In Ireland they applied something between the UK and the rest of Europe by applying the same six-year statute of limitations on making a claim, whilst still applying the same six-month and two-year guarantee principles.
The basic tenet of the Directive is that a customer should not have to prove that the goods were faulty at the time of purchase and that in the ﬁrst six months the onus is now on the retailer/manufacturer to prove that they were not faulty. Beyond this the customer has a right to a repair or replacement (if the goods cannot be repaired) for up to two years from the date of purchase. That is, the customer in effect has an automatic guarantee Legal Matters 35 for up to two years from the date of purchase regardless of what guarantee the manufacturer or retailer wishes to provide.