Hello OzB members
I don't know if I'm in the wrong here so thought I'd see what others think.
A couple weeks ago, my soundbar stopped working and I contacted the manufacturer who then sent a repairman out under warranty. The repairman agreed that it wasn't functioning properly and said that he'll have to take this back to the service centre and investigate.
While packing up the device, he dropped the subwoofer from chest height and it hit the floor and that left a dent. I hadn't noticed it at the time and we continued packing and loaded it up in his van. I noticed it later and contacted the manufacturer on the same day who then asked for any proof of the incident and damage.
I sent a photo of the damaged floor and a video clip of the incident from my security camera which shows he was clearly in the fault, albeit it was a genuine accident and not intentional.
I didn't hear back for two weeks so I called up customer support on Friday and said this was unacceptable that no one has apologised or made an attempt to rectify the situation. The manufacturer explained that they'll replace the cosmetically damaged subwoofer but their subcontracter who does the servicing is to blame for the incident and they should have called to apologise and find a resolution. I end up getting a call later that day from the subcontracter company who then apologises and says they'll pay for the damage - just send the quote through. I explain to him that this was a small issue and they should have made an attempt to rectify this sooner and not only when I chase up and he agrees they're wrong. I also explain that I'll get a quote but if it's very expensive I'm happy to just go to Bunnings and get the tools to fix it myself ($100 max).
Fast forward to today, I get a call from the repairman saying that he's not happy that I didn't ask for consent from him prior to sending the security camera footage to the manufacturer, and says that he can may now lose his job. I was a bit shocked by this - my dealings have been with the manufacturer the whole time so I contacted them and explained it. I even went as far as saying I just want an apology and my damaged floor to be fixed and don't want anyone to get in trouble for something so small when I spoke with the subcontracter. Also, who gets fired over a genuine accident?? Do I need his consent for security camera footage in my own home? Is it akin to a robber coming in and stealing my stuff and saying that I didn't provide consent when handing the footage to the cops?
FWIW - I've dealt with this subcontracter in the past when my TV had issues. Their service was exceptional and I was very happy with the whole process. This incident was obviously just an outlier.
TL;DR
Manufacturer engages subcontracter who sends repairman to assess faulty soundbar, he drops it, I send security footage to manufacturer confirming him at fault and damage caused to my floor, repairman calls me saying he's upset I didn't get consent from him to send the video in.
Nope. Your home, your footage.
He's more than entitled to not be happy. So what. You're unhappy he dropped it damaging unit and floor and didn't own up to it.