Reseller refusing warranty

[ricvil]

Hi all,

Being relatively new to the Mitel way of doing business, I would like to ask for opinions and possible ways to face our current problem.

We bought a number of Mitel phones and headsets from CDW (looked them up on the Mitel portal and where happy to see they where a platinum partner).  Ordered from them with confidence.  Two months after receiving the equipment, the DECT headsets we ordered for the 6940 phones started failing.  Contacted our rep at CDW to process the warranty and he was quick to say I needed to do this direct with Mitel.  Called Mitel and they asked us for our account number, when I said we bought through a partner (CDW), they said we needed to deal with CDW on this.  A few calls back and forth to Mitel and CDW and we are no closer to resolving this.  Mitel is adamant the reseller needs to handle the warrantly and the reseller (CDW) says it is the other way around.  I don't know what else to do.  Isn't there a point where the manufacturer needs to own this and stand up by their product?

Any advise? Any similar stories?

Thanks,
Ricardo

[artieouellette]

I would say it’s on CDW.


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[VinceWhirlwind]

I would say it’s on CDW.


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Absolutely - you purchased the warranty from CDW, they have to process it with Mitel.

[acejavelin]

You must deal with CDW, it is on them... Mitel does not deal with end users directly (with the exception of Mitel Direct customers). Whoever you are talking to at CDW does not understand what is going on. You need to talk to a Mitel or telecommunications specialist there.

[ricvil]

I understand the point and given the size of CDW I would agree, but if hypothetically we had purchased from a reseller that went out of business should the manufacturer be responsible?  I am not an attorney but I am sure there are laws in the US that would not let a manufacturer off the hook just because the store where the item was purchased closed down.

[acejavelin]

I understand the point and given the size of CDW I would agree, but if hypothetically we had purchased from a reseller that went out of business should the manufacturer be responsible?  I am not an attorney but I am sure there are laws in the US that would not let a manufacturer off the hook just because the store where the item was purchased closed down.

I have seen this happen actually... They refer you to another dealer. Mitel does not deal directly with end users.

We had a company that bought a phone system from another dealer, and that dealer went under. They came to us for warranty parts replacement, which we provided plus a processing and S&H fee (sending things to Mitel for warranty replacement is not always a simple thing, for some items they require you to work with technical support first and have a ticket number from them). Just about every dealer will require you to move your App Record under them to do any work or service for you now days as well. Some require a maintenance contract for the labor portion. This is normal... Remember that Mitel does not warranty any workmanship or labor, if that was offered it is strictly the dealers responsibility.