Blown LED lamp, who pays?

[HappyHippyDad]

Afternoon all...

I have just had a customer ring up and ask me to change his LED lamp. I fitted then in June 2014 so it is just outside the warranty that I offer of 1 year. However, these are LED lamps and you expect them to last longer than a year, this is one of the reasons why the customer chose them.

My dilema is what to charge him?

I have said that I will take the lamp and send back for a refund (so no charge) but I will have to charge him a little just to cover time/diesel etc. Does this seem reasonably?

I realise LED's are supposed to last much longer and I'm sure they do in general, but if they do blow after a year or 2 I cant really see that we can be expected to replace the light bulb for free?

ps.. whats with the odd links that automatically get put in... i.e LED lamp automatically links to a tiltable Piano lamp in Germany!! Thats helpful

 

[Leesparkykent]

Did you put a % on the job for any callbacks? Personally if it's not that far and I was passing I would probably change it for free or if it was out the way I would send it to the customer in the post and tell them to change it themselves.

 

[HappyHippyDad]

Did you put a % on the job for any callbacks? Personally if it's not that far and I was passing I would probably change it for free or if it was out the way I would send it to the customer in the post and tell them to change it themselves.

I tend to put a small mark up on prices of materials, more to cover the cost/time of sourcing. I think I'll return this time for free as another phone call will look silly. I'll then mention if it happens again I'll post a lamp but if they want me to actually fit it then they will have to pay for that.

 

[Leesparkykent]

I tend to put a small mark up on prices of materials, more to cover the cost/time of sourcing. I think I'll return this time for free as another phone call will look silly. I'll then mention if it happens again I'll post a lamp but if they want me to actually fit it then they will have to pay for that.

I think that's fair enough.

 

[SJD]

I've replaced a few now that have failed after 1 year but less than the 3 or 5 year manufacturer or suppliers warranty. These have all been integrated fittings, not easy for the customer to change. So far, I've not charged at all, but tried to fit in changing them when passing, to minimize my time/travel.

Although a cost to me, I know in one case the fact that I've come back without charging has got me several recommendations and additional work.

 

[Richard Burns]

I always tell customers that there should be no problems with my work so if anything is wrong then I will respond at no cost, it does cost me at at times but gives peace of mind to customers (and encourages me to ensure that I am correct that there are no problems!)

 

[Farmelectrics]

I've had similar it's a pain was thinking of in future giving the customer the wholesalers receipt for just the led lamps and if there's any issue to take them back themselves LEDs are great and the future but there still not without fault had a few dodgy ones but mainly ok

 

[Andy78]

I only replace with my labour free of charge within the first 12 months. I learnt the hard way when I fitted a batch of 27 sealed unit LED downlights from LEDhut. Within 6 months half had failed, Within 12 months all had failed. I eventually got a full batch replacement. Some of those have now failed.
Needless to say I made a big loss on that one.

 

[stevethesparks]

That surprises - and worries me, I had always thought that the LED Hut products were ok.

 

[Andy78]

That surprises - and worries me, I had always thought that the LED Hut products were ok.

Well they reckon it was an initial batch that was faulty, but they are still failing, just not as often.

 

[Welchyboy1]

Ive had that same problem, i NEVER fit all in one sealed units, fire rated downlight and LED GU10 only way to go now

offer a years free warranty to change any failures then after that tell them the wholesaler and part no. And they can do it thereself, or pay you for the labour costs

 

[davesparks]

Buy cheap, buy twice
If you get a good quality led fitting then you'll have no problems

 

[Lazlo]

It's like any other product you supply, if it has a one year warranty and you supplied it then really you should replace at your cost and return goods to supplier. If it didn't have a warranty then it maybe worth changing the lamps you're fitting to Osram or something or make the customer supply the materials if they want cheapy rubbish lamps then they will have to pay you to return to sort out.

ps.... had an LED GU10 go and cause a short there were about 15 of them and it was a nightmare finding which one had gone.....I supplied the lamps (with markup) so it was my responsibility to sort it out at my expense, you live and learn.

 

[Farmelectrics]

Never by LEDs in a white box with no logo ha ha had a similar mere once lesson learnt for me

 

[Farmelectrics]

Buy. And mare. Before someone corrects my poor spelling

 

[davesparks]

Ive had that same problem, i NEVER fit all in one sealed units, fire rated downlight and LED GU10 only way to go now

offer a years free warranty to change any failures then after that tell them the wholesaler and part no. And they can do it thereself, or pay you for the labour costs

A purpose designed led fitting is always going to be better than something which has been adapted to fit in to a design originally intended to be an incandescent lamp

 

[NDG Elecs]

Buy cheap, buy twice
If you get a good quality led fitting then you'll have no problems

Not necessarily, though I do generally agree with the buy cheap but twice saying.

I currently have a customer that has two failed Halers in her ceiling, approx 2 years old. And I also have several customers with fire rated fittings and Lap LED lamps in them, which have been fitted for 2 years with a very low failure rate, and very simple to repair.

Personally I do not like the sealed units.

How is a sealed unit inherently better?? It's a simple light fitting at the end of the day. This is not rocket science!

 

[davesparks]

Not necessarily, though I do generally agree with the buy cheap but twice saying.

I currently have a customer that has two failed Halers in her ceiling, approx 2 years old. And I also have several customers with fire rated fittings and Lap LED lamps in them, which have been fitted for 2 years with a very low failure rate.

Personally I do not like the sealed units.

How is a sealed unit inherently better?? It's a simple light fitting at the end of the day. This is not rocket science!

I never said a sealed unit is better, but obviously if it's in a damp environment or similar then being sealed will be a good thing.
But a purpose designed LED fitting will always be more efficient and give a better performance than anything adapted in to something designed to be an incandescent lamp.
As for Halers, utter rubbish based on my experience. I fit ecostar for preference now and have not yet had one problem.

 

[NDG Elecs]

I never said a sealed unit is better, but obviously if it's in a damp environment or similar then being sealed will be a good thing.
But a purpose designed LED fitting will always be more efficient and give a better performance than anything adapted in to something designed to be an incandescent lamp.
As for Halers, utter rubbish based on my experience. I fit ecostar for preference now and have not yet had one problem.

Yep I have never fitted Halers either; these were done as part of kitchen refit. Though a fair few sparks seem to swear by them. Not heard of ecostar but will have a butchers at them.

The gap in performance and efficiency between differing domestic LED fittings would more than likely be negligible in my opinion. I can see this being a more important factor on larger commercial installs though.

 

[davesparks]

Yep I have never fitted Halers either; these were done as part of kitchen refit. Though a fair few sparks seem to swear by them. Not heard of ecostar but will have a butchers at them.

The gap in performance and efficiency between differing domestic LED fittings would more than likely be negligible in my opinion. I can see this being a more important factor on larger commercial installs though.

I fitted 30 Halers H2 in the auditorium of a theatre, absoloute disaster. We ended up swapping them all out for gu10 halogens after 2 years of constant replacements
Ecostar are made by a uk company called photonstar, they make high quality commercial fittings and have applied this knowledge to making the ecostar range for smaller installations. The big advantage is you can only get them through wholesalers, you can't get them through most online stores

 

[Delboybully]

I fit either halers H2 pro or if the customer doesnt want the expense a standard halogen fitting with a crompton GU10 LED. The Haler H2 pro come with a 7 year manufacturers warranty. I guarantee the fittings for 1 year and then its the manufacturers. I tell the customer that they MUST send the warranty form off, if they dont they wont get the warranty and if they call me in, it will be chargeable

With the GU10 LEDs in the standard fittings I give a 3 year guarantee. I feel I cant bang on about how great LEDs are and then charge the customer if one fails after say 18 months. My wholesaler is very good about returning duff lamps even after 1 year so my loss is a little time usually after a days work. Having said that I havent had many fail after 1 year anyway

 

[Simonslimline]

Im with Davesparks on the Ecostars. We pretty much only install these and never have problems with them.

 

[davesparks]

Im with Davesparks on the Ecostars. We pretty much only install these and never have problems with them.

Have you seen their new budget range, the 'piran'? I'm going to give them a go on a job soon to see what they are like

 

[Simonslimline]

Have you seen their new budget range, the 'piran'? I'm going to give them a go on a job soon to see what they are like

I will ask about them next trip to the wholesalers. Could well be worth a look. Are they much cheaper?. Admittedly the Ecostars are pricey but you get what you pay for imo.

 

[davesparks]

I will ask about them next trip to the wholesalers. Could well be worth a look. Are they much cheaper?. Admittedly the Ecostars are pricey but you get what you pay for imo.

They have been pitched at the same level as the generic led d/l you get like the aurora m series or Halers offerings. They look like them and are of a similar price

 

[LankyWill]

i always think its luck of the draw with some LED lamps. If one had blown after 10 months i would not replace at a cost to me. I would tell the customer to get the receipt out of the handover pack id given them and sort if themselves. If you cant change a lamp in your own home your pretty much screwed in life. However if i was passing/near and they had got the lamp i would fit it for a £10 fee.

 

[HappyHippyDad]

I returned to the customer this morning and replaced the Lamp free of charge, the customer was so happy that he asked me to re-wire his entire house right there and then which I did... so a small little favour earnt me £1000 for a days work!

Well... the first bit was true!

 

[7029 dave]

I returned to the customer this morning and replaced the Lamp free of charge, the customer was so happy that he asked me to re-wire his entire house right there and then which I did... so a small little favour earnt me £1000 for a days work!

Well... the first bit was true!

Nice money Steve, all in an day. lol