Window panes delivered in wrong size should I have to pay for replacement?

mug2007

The 2 bay windows and another window we ordered have been delivered with window panes of the wrong size.  We requested the new windows matched the windows we were replacing. The original windows had window panes of equal width.  The new windows have panes of significantly different widths.  The outer dimensions of the window are correct so they fit, but it's not what I want or am willing to accept.  We signed off the drawings not noticing their error.  I suspect the window surveyors internal dimensions were missed when they were put in the computer and default internal pane widths were manufactured.  Does anyone know if I should pay, insist they do or meet somewhere in the middle?  Many thanks in advance.

EssexExile

mug2007 said:

The 2 bay windows and another window we ordered have been delivered with window panes of the wrong size.  We requested the new windows matched the windows we were replacing. The original windows had window panes of equal width.  The new windows have panes of significantly different widths.  The outer dimensions of the window are correct so they fit, but it's not what I want or am willing to accept.  We signed off the drawings not noticing their error.  I suspect the window surveyors internal dimensions were missed when they were put in the computer and default internal pane widths were manufactured.  Does anyone know if I should pay, insist they do or meet somewhere in the middle?  Many thanks in advance.

I think the best you can hope for is to meet halfway.

mug2007

I did wonder whether we may have a case as a window company employs a window surveyor who you would expect to get the measurements right and would you reasonably expect a customer to check / remeasure the windows.

tacpot12

Were the drawings that you approved done to scale? If so, why didn't they show the difference in the width of the windows?

It seems very odd. I've never heard of a customer being asked to sign off drawings for windows, and I've never heard of there being a default width for windows.

mug2007

The error appears on the order details,  the error is noticeable if you are looking for it as dimensions are included.  The window diagrams had details like the fixed panes and openers drawn on it, so the error is not obvious if you are not looking out for it. I wouldn’t say it was a proper scale drawing.  The bay window was separated out into separate window diagrams so that didn’t help either. Pretty sure most people wouldn’t have noticed this error, neither me or my husband did.

I have no idea where these random pane heights/widths have come from, it was just my own theory that system defaults may have been used once outer measures and number of panes added. It may have been version issues or rough estimates used for quoting that weren’t updated when they did the final measure.  

I am regretting using this company as I have looked back at all the other quotes from other companies I’d received and they all have our windows drawn correctly.  I have done whole house window replacements before in 4 other houses and this problem has never arisen.  It just seems so fundamental for the window surveyors job to get this right that I can’t believe this has happened.  Surely I am not expected to remeasure our windows and point out a window surveyors errors, I thought the whole point of a window surveyor was to ensure the measure was right.  I checked window colour, openers, which windows, no of panes, handles, and didn’t think to check dimensions as thought that was a given.  This could cost me £1000s.  Absolutely gutted.

tacpot12

In theory, you are on shaky ground if the order form you saw before placing your order had the wrong dimensions on it, because it is your order to them. However, if the surveyor was employed by the company supplying the windows, then the company has not done the job professionally if there are errors in the measurements that can be seen in the dimensions on the order form. You didn't measure the windows or add the dimensions to the order form, so they do appear to be the party that has made the mistake. 

The next issue is around how clearly your requirement for new windows to match the windows that were being replaced communicated the requirement for the panes to be the same width.

It is a dreadful situation to find yourself in, and the company does appear to be culpable. Perhaps the answer is to find out how much it will cost them to remanufacture the windows that are wrong, and split the cost, perhaps with them paying a bit more than half and you a bit less. It would be better to try to sit down with them to workout how the problem happened and hence where the majority of the impact will fall. 

AskAsk

strange that they asked you to sign off on a measurement.  never had that before.  i wouldn't have signed it off as that is what i have paid them for.

mug2007

We clearly specified that we wanted windows to match existing in a document we sent to them.  The companies surveyor carried out the measure, in fact they came out twice to measure.  I requested the order details to check they had got our customer choices right and they had.  Thank you for your suggestions it will be useful for negotiating with them.

mug2007

AskAsk said:

strange that they asked you to sign off on a measurement.  never had that before.  i wouldn't have signed it off as that is what i have paid them for.

Yes the flat in London that I recently replaced the windows on doesn’t have pane sizes on the order.  Only 1 of the previous 4 houses where I have the replaced windows on have had pane sizes on them

AskAsk

mug2007 said:

We clearly specified that we wanted windows to match existing in a document we sent to them.  The companies surveyor carried out the measure, in fact they came out twice to measure.  I requested the order details to check they had got our customer choices right and they had.  Thank you for your suggestions it will be useful for negotiating with them.

did the document that you sent to them had the window size in it?

mug2007

AskAsk said:

mug2007 said:

We clearly specified that we wanted windows to match existing in a document we sent to them.  The companies surveyor carried out the measure, in fact they came out twice to measure.  I requested the order details to check they had got our customer choices right and they had.  Thank you for your suggestions it will be useful for negotiating with them.

did the document that you sent to them had the window size in it?

No dimensions, just photos of the existing windows and diagrams of openers (which showed panes in right proportions). Our requirements document was very clear.