I have a concerning situation arising which I was after some advice about.
We have a customer who was looking for a solution to replace an ageing existing solution.
They spoke to us and I told them I thought a particular brand would be worth considering.
They went direct to the vendor and the vendor came out and demo'd the product, we were not involved at any stage in this part.
Customer then called us and asked for a quote, which we provided and won the business.
Gear went in which we installed and configured. There have been two major problems one of which has taken a fair bit of time to resolve, and the other which now the vendor is saying they aren't sure they can fix
and potentially not for some time until they redevelop part of the solution.
Customer has had a pretty average support experience with the vendor getting dealt with at l1, and escalation not occurring and having to involves the vendors system engineer at almost every step.
Customer has had enough and has threatened the vendor with returning the gear.
We would be out of pocket by our margin, and a reasonably significant chunk of labour if that goes ahead. (Potentially if the vendor refuses, we could end up holding the can for the entire solution)
What WE have done is correct, and we were not asked to qualify the solution, but we have the most to lose at this stage.
Anyone know if I'd have any legal recourse in getting the vendor to provide the customer the refund since it's them that can't get the solution going?