Broken mirror after putting on wall

[Deleted User]

Ok, I need to work out a plan on how to complain to John Lewis about a broken mirror. My decorator/builder put all our 'bathroom accessories' on the wall today, including a mirror above the sink. When he left, it was all ok. An hour later, we went to clean up the mess from the drilling and found the mirror had cracked.

I do not believe the product is not fit for purpose if it cannot be secured to a wall by a professional.

Any tips on how to proceed with complaining with JL? I really want a replacement. I'm quite sick of JL as it's not the first thing they've mucked up recently for me

wealdroam

Could it possibly be poor installation?

Maybe an uneven wall... overtightened screws... missing plastic spacers.

No idea whether any of the above is relevant without knowing more about the mirror and its surround, if any.

Lets face it, until you man fixed it to the wall there wasn't a problem.

arcon5

ringo_24601 wrote: »

Ok, I need to work out a plan on how to complain to John Lewis about a broken mirror. My decorator/builder put all our 'bathroom accessories' on the wall today, including a mirror above the sink. When he left, it was all ok. An hour later, we went to clean up the mess from the drilling and found the mirror had cracked.

I do not believe the product is not fit for purpose if it cannot be secured to a wall by a professional.

Any tips on how to proceed with complaining with JL? I really want a replacement. I'm quite sick of JL as it's not the first thing they've mucked up recently for me

This doesn't make sense, why didn't the workman tell you it was damaged if it broke whilst being secured to the wall?


This whole situation sounds odd

shaun_from_Africa

A mirror wouldn't just crack for no reason.
It was either put under stress due to the mounting, or there may have been a hot water pipe behind the wall that caused part of the mirror to heat up and caused it to break.

Even minor stress can cause glass to crack, which is why corner brackets are often used as there is generally a bit of play in them so the mirror can move slightly.
Even over tightening one mounting screw can be enough to stress the glass enough so that any expansion will cause it to fail.

[Deleted User]

arcon5 wrote: »

This doesn't make sense, why didn't the workman tell you it was damaged if it broke whilst being secured to the wall?


This whole situation sounds odd

It was not cracked immediately after he installed it (I did check). He even told me that he was being careful to not over tighten the brackets...Yes, I know mirrors can crack, but he used all the right fittings it came with and I would expect a product to be durable enough to be installed. It's gone onto a wall that is next to exterior of the house, there's no pipes there.

Guess I'll have to phone the store in the morning

somethingcorporate

Very (if not impossibly) difficult to prove that the installation did not cause the damage although with a company like JL I would expect them to react positively to a polite request.

shaun_from_Africa

It might help if it was a professional builder/decorator that you used, and you have a receipt showing the work carried out.

I know it's not difficult to put up a mirror, but if you can show that it was done by an experienced person, JL may be more inclined to refund or replace it.

[Deleted User]

somethingcorporate wrote: »

Very (if not impossibly) difficult to prove that the installation did not cause the damage although with a company like JL I would expect them to react positively to a polite request.

Also, they recently supplied us with some expensive French wallpaper that had a manufacturing defect - which was only spotted as our (other) decorator started work. Cost us a decorators call out charge that they have promised to 'fix'. Still waiting con that one. I might as well buy stuff for the house from Argos the way quality control is going these days

Don't worry, I am a very polite complainer

[Deleted User]

Turns out i'm not the only person with this problem - http://www.johnlewis.com/230223024/Product.aspx

If it's a design fault then it's definitely grounds for a refund

meer53

ringo_24601 wrote: »

Ok, I need to work out a plan on how to complain to John Lewis about a broken mirror. My decorator/builder put all our 'bathroom accessories' on the wall today, including a mirror above the sink. When he left, it was all ok. An hour later, we went to clean up the mess from the drilling and found the mirror had cracked.

I do not believe the product is not fit for purpose if it cannot be secured to a wall by a professional.

Any tips on how to proceed with complaining with JL? I really want a replacement. I'm quite sick of JL as it's not the first thing they've mucked up recently for me

But it was secured to the wall by a professional and was ok when he left. Why are you complaining to JL, how have they mucked it up ?

[Deleted User]

Read the reviews (last link) - plenty of people fitted it, then hours later it cracked (they returned it and got replacements). It's a design/manufacturing defect if a product cannot be installed using the fittings it is supplied with.