Currys dishwasher, their install, leaked and ruined floor

Iwanttobefree

My daughter bought a new dishwasher from Currys  in December and Currys fitted it.

Yesterday she noticed a mushroom on the wall, pulled out the dishwasher and found it had been dripping (not a lot, but constantly) and the floor underneath completely ruined.

On inspection, her boyfriend found the water input hose was a little loose, hence the constant dripping.  He tightened it and all is fine.

There was no puddle, they had no idea it was leaking.

Not only is the floor under the dishwasher completely ruined, they have had to pull up a large amount of the floor near it  (photo it looks like laminate, but it's real wood in laminate style boards), as water had got underneath and it was completely soaked.




Currys tried to fob them off saying it was a 3rd party installer gave them their number and said they need to contact them.

Their insurance company said there's a £600 excess for any water damage claim

They called Currys back, Currys said they are putting them through to the White goods team, they then got cut off.

They obviously don't want to spend £600 (especially as my daughter has been furloughed) for something that wasn't their fault, they don't want no floor for months, but Currys seem to be being as bigger pain as possible.

With the lockdown, what is their best way of progressing?

Many thanks

Thanks

Aylesbury_Duck

They could try their own insurer again.  If their policy includes legal cover, they may be able to pursue Currys for costs such as the excess. 

Unfortunately, these things can take a while to resolve in normal circumstances.  I think many weeks or even a few months might well be realistic in the current circumstances.  If she wants a quicker resolution, your daughter is better off calling a floor fitter in a couple weeks when it's all dried out.  There's no point doing anything until that area, the floor and plaster, are completely dry.  It'll cost her, but she may prefer that to faffing about for weeks on end in a dispute with Currys.

mattyprice4004

This will take a while to resolve in the current climate - I’d be surprised if there’s any way Curry’s will have this sorted while things are as they are. 

the_lunatic_is_in_my_head

Dealing with Currys customer service on an issue like this is likely to be painful, it's better to go the old fashioned way and write a letter to head office.

Detail the issue, the remedy you'd like and offer them a reasonable time to reply (maybe 28  days in current circumstances), otherwise you file through small claims without further notice. 

Keep it factual and note that installing a dishwasher is relatively straightforward job and for a professional to leave the input hose dripping simply because it wasn't tight enough would easily demonstrate a lack of care under the following:

www.legislation.gov.uk/ukpga/2015/15/section/49/enacted

Service to be performed with reasonable care and skill

(1)Every contract to supply a service is to be treated as including a term that the trader must perform the service with reasonable care and skill.

(2)See section 54 for a consumer’s rights if the trader is in breach of a term that this section requires to be treated as included in a contract.

www.currys.co.uk/gbuk/dishwasher-install-302-commercial.html

You can also note to Currys that they specifically state they: "Test the appliance to make sure there are no leaks and check that it’s fully working and operational." 

It also says "We will install your new dishwasher at the same time as delivery", the repetitive use of the word "we" throughout the page clearly implying Currys rather than a 3rd party. If your T&Cs stated they were a agent and the responsibility lied with the 3rd party that would contradict their advertising which very clearly implies the service is carried out by Currys. 

It's unclear from the picture how extensive the damage is and what's required to restore the floor but ideally you'd want an accurate figure for the cost of work plus I would most certainly add the cost of the install service to the amount requested.