Stand Behind Old Work That Was Tampered With, Or Not: Decision Tree
Why this matters
You have diagnosed a failure on your own old install, you know someone modified it after you, and now you face the business call: do you stand behind it, eat the repair, or charge for it. This is where a good diagnosis turns into a good or bad decision. Handle it as goodwill blindly and you subsidize other people's mistakes; handle it as "not my problem" reflexively and you torch a customer who was loyal for years. This tree keeps the call deliberate.
Start here: is it safe, regardless of who pays
If the system is unsafe right now, the money question waits. Make it safe or shut it down first: de-energize and verify dead, relieve pressure, or secure a defeated safety device. You do not leave a hazard energized while you sort out warranty. Document the hazard and who created it, then continue.
Step 1: settle cause and responsibility first
You cannot decide whether to stand behind work until you know whose action caused the failure. Establish cause, then attribution, then come here. See related: Who's Responsible When Your Work Was Altered. If you skip this step, every decision below is a guess.
Step 2: match the situation to the response
The decision is really a match between what caused the failure and how you respond.
| Situation | Typical response | Why |
|---|---|---|
| Your original defect, still in warranty | Honor it, no charge | It is your work and your promise; standing behind it is the whole point of a warranty |
| Your original defect, out of warranty | Fix it, charge fairly or discount as goodwill | You own the cause but not an open-ended obligation; weigh the relationship |
| Later modification voided the warranty | Charge for the repair | A material alteration you did not make ended your coverage; explain it plainly |
| Later modification, loyal long-term customer | Charge for parts and time, consider goodwill on labor | Protect the relationship without eating someone else's mistake |
| Tampering that endangered the system | Charge, and put the finding in writing | You are not absorbing risk another party created |
Step 3: weigh the factors the table cannot see
The rows above are the starting point. Adjust for the things only you know about this customer and job.
- The relationship. A customer who has used you for years and referred others earns more benefit of the doubt than a one-time caller. Goodwill on a real cost can be a cheap way to keep a valuable account, but it is a business choice, not an obligation.
- The size of the ask. Absorbing a small labor item to keep a good customer is often worth it; absorbing a major repair caused by someone else's change usually is not. Scale the goodwill to the cost, not to the awkwardness of the conversation.
- Whether the customer authorized the change. A customer who hired the person who broke your install is in a different spot than one whose landlord or prior owner made the change without their knowledge.
- The precedent. What you do here, the customer will expect next time. Be willing to hold the same line again.
Step 4: say it in writing, whatever you decide
Whether you eat it or charge for it, document the finding: what failed, what caused it, what you did, and why the charge is what it is. This protects you if the customer disputes it later and keeps your goodwill from being mistaken for an admission of fault. See related: The Liability Line When Your Work Was Changed.
When to pick which
- Lead with goodwill when the cost is small, the customer is valuable, and the cause is arguably shared. It buys loyalty cheaply.
- Lead with a fair charge when a clear later modification caused the failure, especially a major one, and explain the cause so the charge lands as fair, not defensive.
- Never lead with a flat refusal. Even when you charge full price, the customer should leave understanding the diagnosis, not feeling brushed off.
Recap
- Secure any hazard before the money conversation.
- Establish cause and responsibility before deciding.
- Match the situation to a response, then adjust for relationship, size, authorization, and precedent.
- Put the finding and the reason for the charge in writing.
References
- Trade-standard warranty and workmanship-guarantee practice
- Manufacturer warranty terms on material alteration and coverage
- See related: Who's Responsible When Your Work Was Altered; The Liability Line When Your Work Was Changed