Shower Repair due to manufacturing fault, want my card details?!

laurathree

Quick question of the "is this normal?" variety...

Last year we had a new bathroom installed, including a new shower from Victorian Plumbing. A few months ago, the shower started leaking when it was off, from both the fixed head and the telephone head. Sometimes it barely leaks at all, but sometimes it is full-on running. It has even started to do some damage to adjacent walls.

Anyway - I have had two plumbers look at it (no call out fees) and they both confirmed it was a part issue and it needed to be replaced. I spent a month complaining to Victorian plumbing before they told me I need to get in touch with the manufacturer directly, Ultra-Finishing. After going through all the rigmarole again with them, they have told me they will send an engineer to replace the part, but they will need my card details before they do so. The email was poorly written but they want details "of £126" - which either means they will take that and hold it, or charge me it after, if their engineer says its NOT a manufacturing fault.

I'm pretty annoyed by that - I have never had a direct dealing with this company and am very reluctant to give them my card details - after all, surely it's in the best interests of their engineer to say it's not a manufacturing fault?

Anyway - I need your thoughts! I desperately need this shower fixed, but am unsure if this is normal practice.

phoenix_w

I'd ring them up and chat about it, your email contact sounds too unclear and you'll probably end up getting billed despite it being their manufacturing fault. If you do end up paying use a credit card so at least you can dispute the transaction if they turn the "hold" into a "charge".

Ultra finishing are a company that supply bath stuff to loads of other companies. We purchased a bathroom from an online company a couple of years ago and it was delivered direct from Ultra Finishing. It took a month from first delivery to get the complete suite we paid for because they kept missing items and delivered broken stuff. We were very frustrated with the company we bought from, they in turn were extremely frustrated with Ultra for just not having their s--- together and being able to deliver what was paid for. It was extremely frustrating for everyone and whilst the unbroken stuff they delivered ended up being reasonable quality for what it cost, in future I'd avoid any situation in which they would deliver products or services.

I guess what I'm saying is treat Ultra with kid gloves!!

laurathree

Thanks. I am not keen to call again as I was on hold for half an hour without ever getting an answer last time, but it might be the only way. I will be treating them very carefully - and going back to Victorian Plumbing if there's anything wrong. I have a bit more faith in them.

wealdroam

Have you read MSE's Consumer Rights guide?

Here is a short extract:

Know who's responsible

When returning items, beware shops trying the oldest trick in the book: saying they're not responsible for the shoddy goods and you must call the manufacturer. This is total nonsense!

If a company fobs you off by saying “go to the maker instead”, it's wrong. It's the retailer's job to sort it.

It doesn't matter if it's an iPod from a high street shop or a designer frock from a department store. If something's broken, torn, ripped or faulty, the seller has a legal duty to put it right as your contract is with it.

laurathree

Amazing - thank you! If Ultra get back to me and insist on the charge, then I will go straight back to Victorian Plumbing armed with this.

laurathree

God - yet more confusion. The faulty part replacement has just been delivered, having never been discussed! I have no idea what is happening with this company

andyhop

Its standard , bristan, Mira all do the same

Doozergirl

andyhop wrote: »

Its standard , bristan, Mira all do the same

I can confirm that too. It's normal.

southcoastrgi

Yep most boiler manu's do this as well

wr1ght

simpsons did this with me but i refused to give my card details, luckily they still came and did the repair.