Goodwill Gesture

Glos55

I paid circa £9,000 for a large national bathroom instillation company to refit my en-suite. The work was finished nearly three weeks ago now, however since then I've had no end of problems with the extractor fan.

The first one worked for a few hours, then broke. They sent a new one out, which also broke after less than a day. The third one lasted minutes and also broke. My installer has now said he'll source a different one separately and hope that this fixes the problem.

I've been hugely inconvenienced by this, having to arrange time off work to receive deliveries of several new extractor fans and be around to let the installer/ electrician into my property. It has been a complete waste of their and my time and I feel the way in which this situation has been handled is most unsatisfactory.

The company have been quite apologetic since I registered my dissatisfaction and have escalated my complaint to a fairly senior management level. They have already agreed to refund the value of the fan (£60), but clearly the situation warrants far more than this. I'm now being asked by them to suggest what I could consider as an 'acceptable apology/ goodwill gesture' in light of this fiasco.

Any suggestions/ advice on where I should pitch this, bearing in mind £9k laid out initially and subsequent trouble I've had? Thanks.

Ruski

Wow - 1st world problems.

Accept the replacement part and put this to bed.

Plenty will side with you, but people out for compo get my back up.

HTH

Merry Christmas

Russ

Aylesbury_Duck

Glos55 wrote: »

I paid circa £9,000 for a large national bathroom instillation company to refit my en-suite. The work was finished nearly three weeks ago now, however since then I've had no end of problems with the extractor fan.

The first one worked for a few hours, then broke. They sent a new one out, which also broke after less than a day. The third one lasted minutes and also broke. My installer has now said he'll source a different one separately and hope that this fixes the problem.

I've been hugely inconvenienced by this, having to arrange time off work to receive deliveries of several new extractor fans and be around to let the installer/ electrician into my property. It has been a complete waste of their and my time and I feel the way in which this situation has been handled is most unsatisfactory.

The company have been quite apologetic since I registered my dissatisfaction and have escalated my complaint to a fairly senior management level. They have already agreed to refund the value of the fan (£60), but clearly the situation warrants far more than this. I'm now being asked by them to suggest what I could consider as an 'acceptable apology/ goodwill gesture' in light of this fiasco.

Any suggestions/ advice on where I should pitch this, bearing in mind £9k laid out initially and subsequent trouble I've had? Thanks.

I disagree with you. You’ve already had a £60 gesture which I think is entirely fair but if they’re inviting you to suggest something extra, perhaps they might gift some bathroom accessories to complement your new suite? A toilet brush holder or shower mat, for example.

What do you think would be a suitable gesture? I assume you’re after cash? £500? £1,000?

Debbie_Savard

At Xmas, ask the company to make donation of £100 to a charity of your choice.

Aylesbury_Duck

Debbie_Savard wrote: »

At Xmas, ask the company to make donation of £100 to a charity of your choice.

What a good idea.

sevenhills

The fitting company seem to be treating you well, it will be costing them extra too.

docmatt

I guess they’re not your biggest fan

Furts

I am taking a different approach and blaming OP. What fan did you specify? Quality brands are unlikely to be faulty time and again. However there is absolute dross available, made to incredibly poor standards in China. This gets sold through reputable retailers which means even the likes of Screwfix are guilty here. Be realistic here - a clue exists in the £60 refund.

But countless fans are incorrectly installed - many folks have condensation dripping from the extract grills, sagging ducting, no drain off, uninsulated ductwork and so on - this causes failure. Has OP checked this out?

OP should have been proactive. After the first instant failure there should have been firm management and the demand for an alternative better product. Instead here has been repeat dallying around, and now a request for compo.

Why not fit a quality fan, install it correctly, inspect the work and get a proper written or registered guarantee?