Rock Door faulty product - What can I do

awynn

Hi,

I had a Rock Door installed approximately 4 years ago, long story short, it is very hard to open and close due to being deformed - bowed by approx 7mm.
It was installed by an approved supplier whose details were obtained from Rock Door website, company is now dissolved.
Had the door inspected by a Rock Door approved supplier/installer (at my cost) who measured and fed back to Rock Door that it is out of spec and requires replacement in line with their guarantee.
I have been informed that it will not be replaced as the guarantee is only with the original company that purchased and installed (not the end user). Who are no longer in existence therefore I will need to pay for a new door and installation.

Where do I stand with this? Anyone have any advice?
My plan is to contact Rock Door and see if I can persuade them to provide the door and I will pay for fitting.

Next step would be to look at contacting my credit card company as its a defective product and the company no longer exists. - Section 75 but not sure if this would work for the following reasons:
The original guarantee is with Rock Door and the installer not me. 
The door is approx 4 years old.

Can anyone advise on what grounds can I clam Section 75?

I think other people have been in a similar position so I am keen to know if anyone else has been able to find a good way through. If I need to pay for a new door from Rock Door then I will be looking for an alternative manufacturer as I do not want to give them my business.

Thanks in advance,
Al

k3lvc

What does your paperwork say from original installation ? Did you purchase/pay from RockDoor or from an independent company who sourced/installed for you ?

awynn

Invoice is from the independent company that sourced and installed the door not Rock Door. Although when trying to purchase the Rock Door via their website this is the company I was directed to by them.

MattMattMattUK

awynn said:

Hi,

I had a Rock Door installed approximately 4 years ago, long story short, it is very hard to open and close due to being deformed - bowed by approx 7mm.
It was installed by an approved supplier whose details were obtained from Rock Door website, company is now dissolved.
Had the door inspected by a Rock Door approved supplier/installer (at my cost) who measured and fed back to Rock Door that it is out of spec and requires replacement in line with their guarantee.
I have been informed that it will not be replaced as the guarantee is only with the original company that purchased and installed (not the end user). Who are no longer in existence therefore I will need to pay for a new door and installation.

Where do I stand with this? Anyone have any advice?
My plan is to contact Rock Door and see if I can persuade them to provide the door and I will pay for fitting.

Next step would be to look at contacting my credit card company as its a defective product and the company no longer exists. - Section 75 but not sure if this would work for the following reasons:
The original guarantee is with Rock Door and the installer not me. 
The door is approx 4 years old.

Can anyone advise on what grounds can I clam Section 75?

I think other people have been in a similar position so I am keen to know if anyone else has been able to find a good way through. If I need to pay for a new door from Rock Door then I will be looking for an alternative manufacturer as I do not want to give them my business.

Thanks in advance,
Al

awynn said:

Invoice is from the independent company that sourced and installed the door not Rock Door. Although when trying to purchase the Rock Door via their website this is the company I was directed to by them.

Your consumer rights are against the company you paid, not against Rock Door.

I believe that your only route would be Section 75, however that would be based on the CRA, not on any guarantee. You would need an inspection which shows that the fault was inherent at the point of purchase/installation, not that the door is "out of spec". Your card provider will reduce the amount in line with the expected life/usage, value you have had out of the product, so it is highly unlikely that they will pay for a completely new door, although hopefully they will pay for at least 50%.

JJ_Egan

(My plan is to contact Rock Door and see if I can persuade them to provide the door and I will pay for fitting.)

Worth a try though you have no rights against them .

awynn

Thanks everyone.
Could I still try Section 75 if the fault has developed over time and I believe that the issue is not 'fair wear and tear' and is in fact not fit for purpose, because in normal use it has deformed such that it no longer seals and the manufacturer refers to it as outside of an allowable tolerance?

MattMattMattUK

awynn said:

Thanks everyone.
Could I still try Section 75 if the fault has developed over time and I believe that the issue is not 'fair wear and tear' and is in fact not fit for purpose, because in normal use it has deformed such that it no longer seals and the manufacturer refers to it as outside of an allowable tolerance?

You would need a report which shows that the fault was inherent at the point of delivery/installation. That might be that it was not installed properly (hinges out of position), it might be a manufacturing fault with the door itself. Something failing after four years even with a longer lifetime does not mean the fault was inherent though. The issue is that four years on that might be hard to prove, but it would be worth a go.