B&Q worktop warranty claim

NotFrugalEnough

Good morning everyone,

In January, I bought two Astral Black worktops from B&Q. These weren't the usual curved edge style, but had a square front face with a strip glued onto the front. Although I've done the rest of the kitchen as a DIY project, I had a joiner fit them as they join in the corner at a right-angle.

A few weeks later, just as I'd got the last of the tiling fitted, I noticed that the front edging had burst slightly at the top in two places about a metre to the right of the taps. Now that I've been back to B&Q to see the showroom worktop, I realise the front face has been badly fitted as the edge feels rough and sits fractionally too low.

I went back to B&Q where I was told I had to complete and post a warranty claim form to the manufacturer, Wilsonart.

The reply came back that they weren't liable because it had obviously been water damage.

Firstly, there has been no water in contact with the top in the position where it has burst. It's away from the sink and I'm the only person in the flat so I know there's been no-one else using it.

Secondly though, if there had been water on it, I would think it's fair to expect a kitchen worktop to be able to cope with that.

I argued this point with the lady at B&Q, who said she'd try again with the manufacturer.

She then got back to me again and said that the manufacturer weren't interested, but B&Q would supply me with a (single) new worktop as a goodwill gesture. I am a TradePoint account holder (due to being a self-employed engineer) which she says excludes me from being able to claim for the fitting labour.

Therefore, I have the removal of tiles, sink and waste-disposal unit, as well as the breaking of a well-fitted joint to pay for. The other top may also need to be removed to allow the replacement one to be slid in.

So, my question is, are B&Q liable for the costs of re-fitting the replacement worktop?

Thanks for any help.

heavylevy

Yes they are they will try and get out of it but stick to your guns and they will sort it.I used to work for that DIY shed and they would try to wiggle out of it but they will do it in the end.They also have their own kitchen fitters who they can instruct to do the mitres and the like so it should not cost you a penny.You can also ask for a bit of compensation for the time and fuel wasted in getting this fautly product sorted. B & Q dont need this sort of bad press so dont let it drop.
Hope this helps.:beer:

cddc

WilsonArt supply pretty much all of the sheds and trade chains and are famously unhelpful on anything. B&Q have a slight point about the tradepoint thingy, but if they offer it to anyone who produces a business card they should be prepared to cough up when the the person they offer it to isn't strictly trade. They should not be using it to bring in money at one end and to deny liability at the other.

I agree with Heavylevy, stick to your guns and they will cough up in the end.

All it takes for a worktop to blow could be steam from a kettle on the exposed chipboard underneath, it would not have to be in direct contact with water. If it is a manufacturing fault as you suggest and they seem to agree with you... they or the manufacturers should see you right.

NotFrugalEnough

Thanks for the feedback guys. I was pretty sure that was the case, but I just wanted the opinions of others before I followed it up.

I guess I'll have to move on to writing letters now.

Thanks again.

heavylevy

Address it to B&Q head office in southampton I think.They dont like to hear things like this havn't been dealt with at store level and like to get it sorted.Let us know how you get on.:beer:

archbishop2010

I am taking b and q to the small claims court about exactly the same issue, contact me if you want advice, it would also be useful to me to have your corroboration.

Regards

Spendwiser

Hi Archbishop2010,
Or anyone else experiencing this exact problem, please get in touch as we're trying to claim on the 10 year guarantee for the Wilsonart solid surface worktop. The join between the top and front edge is cracking along much of the top. Wilsonart claim it's because we expose it "regularly" to "heat and moisture". It began to separate within 2 months of installation and doesn't get any more exposure to heat and moisture than any normal kitchen!

Anyone else with the same issues now or in the past, please get in touch so we have corroborating evidence that this is due to their sub-standard product, not our misuse of it!
Having spent a great deal on the product and it's installation kit/ maintenance kit/ adhesive plus the skilled labour (and time) needed to fit it, we are sickened that we appear to have wasted all this money and effort and our kitchen looks like it can't be finished in the near future because everything is on hold while we try to get somewhere with this claim. Wish we'd spent just a bit more on granite, or a lot less on a decent laminate (having had no trouble with them in the past).

Furts

Spendwiser wrote: »

Hi Archbishop2010,
Or anyone else experiencing this exact problem, please get in touch as we're trying to claim on the 10 year guarantee for the Wilsonart solid surface worktop. The join between the top and front edge is cracking along much of the top. Wilsonart claim it's because we expose it "regularly" to "heat and moisture". It began to separate within 2 months of installation and doesn't get any more exposure to heat and moisture than any normal kitchen!

Anyone else with the same issues now or in the past, please get in touch so we have corroborating evidence that this is due to their sub-standard product, not our misuse of it!
Having spent a great deal on the product and it's installation kit/ maintenance kit/ adhesive plus the skilled labour (and time) needed to fit it, we are sickened that we appear to have wasted all this money and effort and our kitchen looks like it can't be finished in the near future because everything is on hold while we try to get somewhere with this claim. Wish we'd spent just a bit more on granite, or a lot less on a decent laminate (having had no trouble with them in the past).

Unfortunately I view this in a different light. There are worktops available that do not have a joint along the front edge. Indeed, having a joint here is asking for trouble - it will be prone to wear and tare. If such a joint is anywhere near a sink, drainer,washing machine or tumble drier there will be an increased the risk of damage.

Whilst a product should be fit for purpose, the consumer also needs to be alert and purchase with care. After all, it is not as if B&Q hide the worktops and prevent the customer from inspecting and scrutinising prior to placing an order.

A logical B&Q response could be that alternatives were widely available, but the customer chose the risky option having inspected and approved the suitability of the product.