Tail wags the dog
The only kind of retail business I know that is ruled by manufacturers is the motor trade. Can you imagine Sainsburys, M&S or Wetherspoon’s being dictated to by their suppliers?
Take getting a new car fixed by a dealer. They often tell you they must first refer to the manufacturer before they can repair it under warranty.
The Sale of Goods Act states that it is the retailer who has the responsibility for ‘unfit for purpose’ problems that arise with the products they sell, because the buyer’s contract is with them, not the manufacturer – and that also applies to car dealers. Unfortunately, car dealers are loath to accept that responsibility and often shrug their shoulders while pointing at a manufacturer’s refusal to fix a problem.
The customer then has no choice but to bring the issue to the attention of the local Trading Standards Office. And that is where I am at present, trying to get something done about a fault on my Mercedes-benz S-class.
I am determined not to allow the manufacturer to get away with trying to say that the fault is ‘normal’ and will pursue the dealer through the small claims legal procedure if I have to (although I shouldn’t have to).
It’s a shame for the dealer. He is not in a position to read the riot act to the supplier, as any other kind of retailer could do. But that’s the fault of the dealer networks, which should have grown a pair many years ago.