manufacturers delays on warranty repairs and the law

Factual Questions
1

Question for the legal savy out there.

I used to work at a large electronic retailer and this situation would arise.

Customer buys $1000 item from us. We offer a 30 day return period. Manufacturer offers a 1 year parts and labor warranty.

2 months later the item breaks. Customer calls manufacturer for repair under warranty. Parts are on back order for 6 months. Manufacturer will not replace item.

What is the customers recourse? What time period does the manufacturer have to make good on their warranty? Do I as the retailer have any obligation to the customer?

In certain situations we have replaced the item for the customer. However, we then have the defective unit which we have to wait six months to fix.

2

In the UK, I think the customer could reasonably demand a replacement and the Trading Standards office would agree. Is the Better Business Bureau the US equivalent? If that fails to persuade them a trip to the Small Claims Court will result in immediate action.

In the UK, an item, whether it costs a penny or a million pounds must be fit for the purpose. If an item breaks after a month when it’s guaranteed for a year, it manifestly isn’t.

3

Depends. The BBB is a nonprofit organization with no legal authority to enforce its decisions, and has no connection with the government. Is that similar to your Trading Standards office?