Broken Blinds

Grumpy_chap

We had new windows installed January 2018.  This included, at the rear posh windows with blinds inside the glass panels - we really like that and it is hygienic in the kitchen as no dirt gets caught in the slats etc. because it is sealed.

On Halloween night, one of the blinds broke.  It was just bad luck as the string snapped inside the unit.  Very annoying all round. 

We reported it and the window company have advised that a replacement unit will be required.  It is not surprising that we need a full replacement unit as the effort to remove, temporary fix, repair, refit would be disproportionate.  I am expecting the quote to be about £1k.

Now, the window company also said it will be chargeable as out of warranty.  I have checked the warranty which reads "units come with a full 5 year warranty on the magnetic operation / motor and 10 year warranty on the double glazed unit."

My initial position is that I should not have any cost to get this repaired.  Equally, if it came to it, I'd have to pay the full cost because I can't just have a faulty blind / window forever.  I can see why both extremes are potentially unreasonable - this blind has been installed for 3 1/2 years and the fundamental reason of failure (snapped string) is entirely unfortunate.

I will ask for the full cost to be met by the supply-chain.  The indications are that will not be agreed

I am thinking that reasonable would be for me to pay 1/3rd. 
This is, in part, because there are 3 parties involved (me, window installer, unit manufacturer) so each carrying the same share of the pain seems equitable.
And, in part, because life expectancy of new double glazing would be 10 years or more (maybe 20 years? - I don't really know) and I am 1/3rd into that 10-year period.

I ma very reluctant to agree the full cost - it is not just the cost of the unit this time, but the risk that the other units installed (we have 11 in total) could also fail through something as simple as the string snapping.  What is reasonable to aim to settle for?

If I pay some part of the replacement cost, should the warranty for that module re-set to zero?

Thanks in advance for any thoughts.

the_lunatic_is_in_my_head

How do you open and close the blinds? 

Grumpy_chap

Motorised blinds controlled by Alexa.

EDIT:  The blinds are only on remote control as I never managed to get these one linked to Alexa.  It is blinds at the front of the house that are better automated.  Linking the rear blinds to Alexa remains on my "to do" projects.

the_lunatic_is_in_my_head

So you can’t have any physical interaction with the blinds at all and the string that failed is inside the unit?

Grumpy_chap

Yes, that is correct.
The entire blind is inside the sealed double glazed window unit.  Venetian blinds powered by a motor unit at the top.  It's just highly unfortunate that the string broke - I don't see it as anybody's fault, but just pure bad luck.

As I see it, repair would mean:

• Take the current window / blind assembly out and return to factory
• Install a temporary pane to seal the house
• Factory strip down and repair the blind part
• Reassembly, seal the window etc
• Refit the repaired window

That's probably quite a lot of labour.
Compared to, when the blinds were supplied, each blind / window unit cost an average £500.  This is one of the larger units, so maybe £750.  The labour is then a very simple exchange old for new.  That's where I got to the "about £1k" guestimate for the quote.

Here's a picture of the type of thing:

the_lunatic_is_in_my_head

OK so if the goods don't conform to the contract within 6 months it's taken that they didn't conform to begin with where as after 6 months it's typically advised to get an independent report to demonstrate that the goods do not conform.

However I think on the balance of probability it is extremely unlikely anybody would open up a double glazed unit, fiddle with the blinds and break a bit of string inside (if the unit is replaced and you can snap some photos of the unit this would very likely show the unit hasn't been tampered with as well) so really the retailer should repair or replace the goods.

You can't require the retailer to repair if this cost is disproportionate (as you've noted) and I doubt they have second hand units sitting around so your offer of paying a third for a new unit seems entirely reasonable to me (perhaps because you've had them for a third of the 10 year guarantee rather than 3 parties being involved). 

If they refuse to repair or replace you can reject for a refund (reduced for ownership). 

Best thing to do is probably get the unit replaced if possible, see how agreeable they (the trader you have the contract with) are at coming to an agreement over how the costs are covered, if they refuse to accept any of the cost you'd have to decide whether to hold fast but probably be stuck with a faulty blind for longer or pay in full and see if a letter before action after the replacement changes their mind and follow with small claims if not. 

Grumpy_chap

Many thanks,  I can certainly say that no-one has played around with what is inside the sealed glazing unit - the string snap is just one of those unlucky things.

You seem to be agreeing that the 1/3rd split is a reasonable approach for me to take.

Reject for a refund is problematic as I assume they'll want the unit back, leaving me a large hole.

I'm not minded to go legal as the installer was a local company and they've generally been great at sorting little snags and adjustments and I don't want to ruin that relationship.  The local installer is as much as anything "piggy in the middle" as I understand it is the actually manufacturer that is fighting the warranty and I can't "go legal" against them as there is no relationship for me to do so.

Pictures below of the actual blinds:

Grumpy_chap

I thought I'd feedback with the outcome on this.

The replacement blind was quoted at £600 for the blind unit (no mark-up by the installation company) plus £80 fitting.
Less than I expected.

I challenged it with the evidence of the original guarantee, but it was not much use as the actual manufacturer just refused to engage on that at all.

So, I've agreed to pay the £600 and the local installation company agreed to do the install at no charge (plus they did not put a mark-up on the replacement unit).
Should be around six weeks from now (hopefully - everything just seems to take so much longer "because of COVID").

Given that I have no relationship with the manufacturer, and no appetite to take a fight with the local installation company, the above seemed the most pragmatic approach.

TELLIT01

It seems that blind manufacturers don't want a relationship with customers.  We have blinds in our conservatory which fit each window opening and are stabilised in any position by the cords and a tensioning spring.  When we had the roof replaced one of the workers caught his toolbelt on the cord and broke the spring.  I contacted supplier of the blinds, quoting the original order number, and asking for a replacement spring.  About 2 weeks later I received a reply saying they don't carry spares for discontinued blinds but can supply a complete new blind for £600!  The blinds were actually still on their website.  I declined their kind offer and the boss of the people doing the work on the house managed to get a suitable spring locally for a few pennies and fixed it himself.

Grumpy_chap

TELLIT01 said:

It seems that blind manufacturers don't want a relationship with customers.  

I used a local independent window installation company who then purchased the blind units and fitted them.

It's a tricky one as it means no relationship direct with the blind manufacturer to pursue the warranty issue and, unlike simple glass units, the local company probably has insufficient clout with the blind company to achieve anything meaningful when they try to apply pressure.  (In fact, possibly less so than I would as an individual as the blind company also knows the local installer needs to maintain enough of a relationship that small-claims court is also not an option.)

On the other hand, had I used a major national window company, they'd probably have had enough clout with the blind manufacturer to get the replacement foc and / or enough financial margin to absorb under their own warranty as part of the wider marketing / reputational thing.