Am I being unreasonable in hoping for discount in window fitting due to delays

samuella_2

Hi, in October we booked in for new uPVC windows. This is a major expense for us and we carefully chose a company that seemed to have good reviews. The salesman was unsurprisingly very pushy and told us it would be January fitting. This was earlier than many others could do and was part of the reason we accepted as our current windows are in a poor state of repair.

In mid-January I'd heard nothing so asked for an update on fitting. I had to chase a few times for a response and they said there'd been an issue with the supplier and it would now be February. Last week after hearing nothing again I asked for an update and had to email twice and phone before I got an abrupt message saying there'd been another supplier issue and it might now be end of February. I have asked for an alteration to my quote considering the delay and poor communication but they seem to think that's unreasonable. I'm not used to spending thousands on home improvements and expect at the very least prompt communication, but is a discount unreasonable?

Doozergirl

You can ask, but I'm not sure it is appropriate in the current climate.  There's poor communication but even good communication won't change the fact that the supply chain is broken in many areas of construction, particularly windows.  You do still have windows, thankfully so aren't suffering any material loss. 

We have had clients live with wood over their new extension windows whilst waiting.  They were safe with their original doors still in situ whilst we waited, but they were missing the light from them.  

We have used the same supplier for a few years and even they delayed us twice at very short notice because the windows simply didn't come.  My H was talking to another supplier before Xmas and he was having to cancel 28 fittings because there was no supply of windowsills!  The fitters were all ready. 

It's so stressful on the industry at the moment and there isn't a great deal they can do.   These things affect income and if it's a small company you're company, it's perilous.  

Just to give you a view from the other side, no one is leaning back in their chair smoking a cigar at the situation and not caring.  They will almost certainly be incredibly stressed about it all.  

GDB2222

You can ask, but I doubt that you can get out of the contract at all easily. Even if you could, would you want to start the process again? So, I think any discount would be very small.

Personally, having gone through almost the entire winter with the old windows, I’d prefer to have the work done in the summer, anyway.

It’s possible that you can now make time of the essence of the contract, so that they can’t keep delaying whilst holding you to your half of the bargain, but you would need legal advice.

Loza2016

My family have run a double glazing business for over 30 years and the last 18 months have been the busiest ever. 

Working flat out 7 days a week to keep up. 

There has been major delays with suppliers for some things especially glass. They can only go by time scales the suppliers give them. 

I’m probably biased but yes I think your being unreasonable. 

samuella_2

OK thanks all for this!

GDB2222

Doozergirl said:

You can ask, but I'm not sure it is appropriate in the current climate.  There's poor communication but even good communication won't change the fact that the supply chain is broken in many areas of construction, particularly windows.  You do still have windows, thankfully so aren't suffering any material loss. 

We have had clients live with wood over their new extension windows whilst waiting.  They were safe with their original doors still in situ whilst we waited, but they were missing the light from them.  

We have used the same supplier for a few years and even they delayed us twice at very short notice because the windows simply didn't come.  My H was talking to another supplier before Xmas and he was having to cancel 28 fittings because there was no supply of windowsills!  The fitters were all ready. 

It's so stressful on the industry at the moment and there isn't a great deal they can do.   These things affect income and if it's a small company you're company, it's perilous.  

Just to give you a view from the other side, no one is leaning back in their chair smoking a cigar at the situation and not caring.  They will almost certainly be incredibly stressed about it all.  

I sympathise, DG, but how can the op know whether there is a genuine supply issue in their case, or they are just being fobbed off? 

Doozergirl

GDB2222 said:

Doozergirl said:

You can ask, but I'm not sure it is appropriate in the current climate.  There's poor communication but even good communication won't change the fact that the supply chain is broken in many areas of construction, particularly windows.  You do still have windows, thankfully so aren't suffering any material loss. 

We have had clients live with wood over their new extension windows whilst waiting.  They were safe with their original doors still in situ whilst we waited, but they were missing the light from them.  

We have used the same supplier for a few years and even they delayed us twice at very short notice because the windows simply didn't come.  My H was talking to another supplier before Xmas and he was having to cancel 28 fittings because there was no supply of windowsills!  The fitters were all ready. 

It's so stressful on the industry at the moment and there isn't a great deal they can do.   These things affect income and if it's a small company you're company, it's perilous.  

Just to give you a view from the other side, no one is leaning back in their chair smoking a cigar at the situation and not caring.  They will almost certainly be incredibly stressed about it all.  

I sympathise, DG, but how can the op know whether there is a genuine supply issue in their case, or they are just being fobbed off? 

You've got someone else's direct experience in this thread too.   Everyone on the FMB Area Board is experiencing the same issues.   It's well known.  

We have a whole house of windows for a client that were due for fitting on the 26th January.  Guess what?  We've dealt with that guy for 20 years... 

What benefit is there to a company of just fobbing someone off if they have their products when other things in their pipeline are, without doubt, being delayed?

This is a supply chain problem, there aren't many companies that won't be affected.

There's also just the simple question of what you choose to believe.  There's no benefit to anyone's mental health to make the decision that someone is just sitting on their windows.    

GDB2222

Doozergirl said:

GDB2222 said:

Doozergirl said:

You can ask, but I'm not sure it is appropriate in the current climate.  There's poor communication but even good communication won't change the fact that the supply chain is broken in many areas of construction, particularly windows.  You do still have windows, thankfully so aren't suffering any material loss. 

We have had clients live with wood over their new extension windows whilst waiting.  They were safe with their original doors still in situ whilst we waited, but they were missing the light from them.  

We have used the same supplier for a few years and even they delayed us twice at very short notice because the windows simply didn't come.  My H was talking to another supplier before Xmas and he was having to cancel 28 fittings because there was no supply of windowsills!  The fitters were all ready. 

It's so stressful on the industry at the moment and there isn't a great deal they can do.   These things affect income and if it's a small company you're company, it's perilous.  

Just to give you a view from the other side, no one is leaning back in their chair smoking a cigar at the situation and not caring.  They will almost certainly be incredibly stressed about it all.  

I sympathise, DG, but how can the op know whether there is a genuine supply issue in their case, or they are just being fobbed off? 

You've got someone else's direct experience in this thread too.   Everyone on the FMB Area Board is experiencing the same issues.   It's well known.  

We have a whole house of windows for a client that were due for fitting on the 26th January.  Guess what?  We've dealt with that guy for 20 years... 

What benefit is there to a company of just fobbing someone off if they have their products when other things in their pipeline are, without doubt, being delayed?

This is a supply chain problem, there aren't many companies that won't be affected.

There's also just the simple question of what you choose to believe.  There's no benefit to anyone's mental health to make the decision that someone is just sitting on their windows.    

I'm sure that you are right, but I was looking at it from the OP's POV.  

rob7475

OP - have you paid a deposit for the windows?

It worries me that you mention a pushy salesman for double glazing - you haven't used one of the big names have you?

If you haven't paid a deposit, take the delay as an opportunity to get quotes from local independant fitters.

As for expecting a discount. It's unlikey to get a discount for them being delayed to be honest.

TELLIT01

There are major delays in obtaining 'stuff', not just in the building industry and unfortunately pretty much all delivery dates are now a best guess.  Totally different market, but my wife's car went in for work on Wednesday last week.  They ordered the parts required, fully expecting them the following day and for me to have my car back on the Thursday.  We're now on Monday and the parts only arrived late this afternoon.  They are frustrated because they need the space and I'm frustrated because I'm retired but have to get up early to take her to work.

Carrot007

Loza2016 said:

My family have run a double glazing business for over 30 years and the last 18 months have been the busiest ever. 

Working flat out 7 days a week to keep up. 

There has been major delays with suppliers for some things especially glass. They can only go by time scales the suppliers give them. 

I’m probably biased but yes I think your being unreasonable. 

The delay is not unreasonable. Sticking tyheir head in the sand and hoping customers will just put up wit hit without proactive communication is.

Maybe most do and maybe contancting them has caused more issues in the past that is has not. However it is still inexcusable.

I would be pulling out and not paying a thing and I am sure the any court would agree that no comunication is a valid reason to do so.