Faulty door - what are my rights?

H0Ls

Hi,

We ordered new patio doors for our house about 5 months ago and they have finally arrived. There were quite a few mix ups with delivery and order, but they have finally arrived. They are painted timber patio doors but now we have unpacked and fitted them we have noticed lots of tiny bubbles under the surface of the pain. We have sent the manufacturer photos of the fault, and they have acknowledged that it a manufacturing fault.

Their solution is to leave it to settle in as they believe that the bubbles will disappear over time. I know enough about paint to know that over time this is just going to degrade quicker and i just want the doors replaced. So far the company have refused.

Am I correct in my assumption that the company have to replace a faulty product and that they will have to bear the cost of delivery? If they still refuse do I have to take them to court?

Thank you!

mije1983

Are the manufacturer and retailer one and the same? Your statutory rights are with the retailer.

However, if they are different companies, and the manufacturer has acknowledged it is a fault, do they offer a warranty that you can use directly with them, and therefore bypass the retailer?

If the retailer refuses to do anything then yes you would have to take them to court ultimately. But before that have you tried social media etc? Also how did you pay for the doors? If on a credit card then section 75 is another avenue you can pursue.

H0Ls

Hi,

Thank you for the reply and advice - the manufacturer and the retailer are the same. We had the doors made specifically for us so they were handmade (not sure if this makes a difference!).

We paid for them using a debit card, and they had to be paid in full before the company would deliver them so looks like we don't have this as an option.

When you suggest using social media do you mean tweeting about poor customer service? Although I set up a twitter account years ago I've not really used it so would it have much impact if I've got no followers? I'm not really great with technology!!

Am I right in thinking that if something is faulty I can ask for it to be replaced straight away rather than waiting as the company want me to?

Thanks again for the advice!

[Deleted User]

I doubt the doors will be completely replaced,especially as they are bespoke; more likely they'll have to be stripped back and re-painted.
Why not just negotiate a proportionate refund from the retailer of the costs involved and do it yourself?