ScS Woes

AaronFGriffiths

Good evening all. 
I'm currently in a bit of a battle with ScS over a suite I purchased about 2 years ago now. Just under 18 months into ownership, one recliner had started to go bad. (foam was split, floating around, box spring was exposed and a few bolts keep dropping out)
I called ScS and they sent someone out eventually due to COVID. They did an appraisal and recommended repairs. 
Because of how badly the sofa had worn and other issues I deemed it not fit for purpose. And therefore requested a replacement (even offered to pay more for something else).
This was refused and I was referred to CDRL. The independent body ruled that ScS had right to repair and after 120 days, finally ruled as such. But the stipulation was that SCS was bound to provide resolution within 28 days. To which they agreed. 
I recieved an email from ScS some 2 or 3 days later stating that the parts are ordered to conduct repairs and would be ready in 12 to 14 weeks. 
This just wasn't going to happen. So I called aftercare, and told them that they were in breach of the determination and wanted to speak to management. I was told no, I would have to open a new case with CDRL (and be subject to the 120 day turnaround again) so I said no. I demanded to speak to a manager to no avail, until I decided to warn them that I would go to ScS branches in my local area and cause a neusance. Finally I got through to a manager who assures me that she will look into it and contact CDRL directly.

So that's where I'm up to at the moment. And I'm not sure how this is going to transpire, I just want a new sofa, this one is awful. 
Anyone know much on this topic? Would love some input and advice.

Thanks. 

Aylesbury_Duck

As a technical point, does "bound to provide a resolution within 28 days" mean they had to agree a resolution or actually implement it, because if the former, they did so.  It's reasonable that parts might take a while to procure and therefore it might be unreasonable to expect them to order parts, receive and fit them within 28 days.  You need to check that before making threats about being a nuisance - that sort of behaviour won't help your case.

I'd sit tight (perhaps not on the sofa) and await the outcome of the manager's contact with CRDL.  However this transpires, it's unlikely to be resolved quickly so waiting a few days for the next development isn't going to make a material difference.

Did you pay by credit card or finance, by any chance?  That might give you another avenue to pursue.

ssparks2003

I would take bound to provide resolution to be get it in process, not complete repair especially in the current climate. 

AaronFGriffiths

Aylesbury_Duck said:

As a technical point, does "bound to provide a resolution within 28 days" mean they had to agree a resolution or actually implement it, because if the former, they did so.  It's reasonable that parts might take a while to procure and therefore it might be unreasonable to expect them to order parts, receive and fit them within 28 days.  You need to check that before making threats about being a nuisance - that sort of behaviour won't help your case.

I'd sit tight (perhaps not on the sofa) and await the outcome of the manager's contact with CRDL.  However this transpires, it's unlikely to be resolved quickly so waiting a few days for the next development isn't going to make a material difference.

Did you pay by credit card or finance, by any chance?  That might give you another avenue to pursue.

The verdict stipulates "Thank you for confirming your acceptance of our final determination. This means the final determination is now binding on the respondent who must provide the remedy to you accordingly and within the next 28 days, if any remedy has been awarded."

As for causing a neusance, was a last ditch attempt to get through to management who point blank refused to speak to me. And it worked. 

Finance, yes through IKANO. They have indeed been contacted but not much has happened on that front other than an email stating they will investigate. 

AaronFGriffiths

ssparks2003 said:

I would take bound to provide resolution to be get it in process, not complete repair especially in the current climate. 

I think it's fair to say it's unreasonable to expect me to wait 14 weeks for a remedy seeing as it's already been over half a year to get to this point. 

Aylesbury_Duck

Take them to court, then.  Be aware that in some regions, courts have months of backlogged cases to work through, so it may not be a rapid process.

AaronFGriffiths

*update*
Been offered a replacement. Went for a far more expensive La-z-boy corner group. Hopefully, that'll be a good enough move to ensure I don't have this kind of problem again. Only time will tell I guess.