Homebase refusing to honour warranty

Ian_colchester

We purchased a fitted kitchen from Homebase with a 3 year warranty on the fitting and install.

The warranty was due to expire in May 2019.

At the Beginning of March 2019 I reported an issue with the installation of an appliance. The issue had been advised to us by the appliance engineer who came out to fix a fault with the appliance.

Despite numerous emails, store visits and phone calls, Homebase sat on the issue until July (by which time the warranty period had expired) and then had the audacity to claim they were washing their hands of the matter.

The CEO’s escalation team claimed the kitchen was installed in 2015 - 6 months before we had even ordered it !!

When I pointed out the error with the dates, they still advised they were doing nothing about the issue.

When I tried to phone the lady who had sent out the email advising they were taking no further action, I was told that ‘she does not speak to customers’.

To date, I’ve yet to hear from the Store Manager - despite providing him my phone number in June.

I have emailed Damian McGloughlin (CEO) direct, however his team advise they are taking no further action to resolve the issue.

Please help.....

steve900

HOMEBASE has changed hands recently. You must read the newspapers and stuff.

I am not sure what you want people to say.

zoob

What is the appliance and the nature of the installation fault?

JJ_Egan

Plus what are the terms and conditions of this warranty .


Could be that its a warranty from Homebase or is it an Insurance warranty .
Home base are now under different ownership since your purchase .

Ian_colchester

zoob wrote: »

What is the appliance and the nature of the installation fault?

The appliance is a washing machine.
The engineer who came out advised that the power lead and waste pipe were too short for it to be pulled out independently of the fitted units.
He advised there was an issue with the original installation. There is a dishwasher next to the machine and the pipe work and leads are behind said dishwasher.
Hence it appears the dishwasher has to be removed to investigate what’s wrong with the washing machine pipe work. Not an easy job as it’s all integrated.

The issue is that Homebase will not provide anyone to come out and check the installation.

The installation and fitting had the 3 year warranty regards any issues that arise.

JJ_Egan

<The issue is that Homebase will not provide anyone to come out and check the installation..


Why have they said its not our warranty .
or it does not come under the terms of our warranty .


If the CEO team are not taking further action it means they dont believe you have any rights under the warranty .


The washing machine was supplied by Homebase ??

zoob

First you need to check if the 3 year warranty covers fitted appliances or just the kitchen carcases, worktops, doors
Had you paid Homebase for moving electrical sockets and plumbing connections to be adjacent to the appliances

sheramber

Is any claim not with the installer who may have been an independent contractor, not a Homebase employee.?

ComicGeek

While it doesn't sound like it's the ideal installation, I can't see why it would be a warranty issue.

Ectophile

sheramber wrote: »

Is any claim not with the installer who may have been an independent contractor, not a Homebase employee.?

The claim is against whoever the OP paid to do the work. If they paid Homebase, then any claim is against them, regardless of who actually did the work.

Hunter_Jaeger

zoob wrote: »

Had you paid Homebase for moving electrical sockets and plumbing connections to be adjacent to the appliances

Sounds as if this is the nub of the issue.