Finland - Sales Service/Customer SupportFinland-Sales Service
It is customary to appoint one exclusive agent or distributor to cover the entirety of Finland. Importers may serve large customers themselves, while dealers work with smaller customers. Product training and customer support, usually organized and carried out by dealers, is important.
The EU has legislation to ensure customer safety and after-sales service:
- The 1999 Directive on the Sale of Consumer Goods and Associated Guarantees requires professional sellers to provide a minimum two-year warranty on all consumer goods sold to consumers (natural persons acting for purposes outside their trade, businesses or professions), as defined by the Directive. The remedies available to consumers in case of non-compliance are: repair of the good(s); replacement of the good(s); a price reduction or; rescission of the sales contract.
- The General Product Safety Directive (GPSD) aims to ensure only safe consumer products are sold in the EU. Consumers must be warned of the risks associated with any product placed on the market.
- The Directive on Liability of Defective Products holds the producer liable for any damage caused by a defect in a product. The victim must prove the existence of the defect and a causal link between defect and injury (bodily as well as material).