Faulty lock - what are my rights?

Rb2606

I had a new door fitted last year, and the lock had a year guarantee. Last week, around 10.30pm the key got stuck in the lock and an emergency locksmith had to come out. It turned out the retaining screw had fallen out (concerning in itself), and I was charged the call out charge.
The door company are refusing to reimburse me as apparently I should have rang them first, despite them closing at 7pm and it stating no where that they have an emergency 24 hour line for issues like this - neither on the guarantee or on their website.
What are my rights? I don't think I should be paying for their fault.

hollydays

Do you have a link to their website
Or the company name

davidmcn

It's unlikely the guarantee would cover consequential losses.

Rb2606

Even though it's not a consequential loss? It was correcting poor work that they completed.

LilElvis

When was the new door/lock installed - less or more than 6 months before the lock failed?

waamo

The company?

Rb2606

It was installed just under a year ago, and the screw apparently fell out last week. The company are adamant that the screw that holds the lock in place was definitely there when they fitted it, but it somehow fell out. The screw is easily a couple of inches long, and I have never noticed a screw anywhere around the door.... The guarantee on the lock is for a year according to the paper work that I have.

Rb2606

It's a local company, I would rather not name them at this stage as I just want to know how to proceed with this. I don't think I should pay to fix something that never should have happened, just the timing was unfortunate.

davidmcn

Rb2606 wrote: »

Even though it's not a consequential loss? It was correcting poor work that they completed.

It's not clear from your post what the guarantee was - you referred to a guarantee for the lock, so I took it as meaning simply a manufacturer's guarantee. Are you saying the whole job of replacing the door was guaranteed by the fitters?

Rb2606

Apologies, the whole door was replaced. There is a 10 year guarantee on the door and frame, a year guarantee on the lock/handles/letter box.

Zandoni

I can't see how the retaining screw could fall out, as it became loose it would have stopped the door from closing.


Did the lock barrel feel loose when you locked and unlocked the door?