Faulty composite door

janet1966

Hello I had a rock door and unit fitted by a window company , the door bubbled an engineer from the window company agreed it was faulty and replaced the door , I waited 20 weeks for new door to be fitted , within a year the same problem with new door , now the window have received the new door but say I need to pay for installation as it was my choice to have a rock door ? But I said if the door was faulty I wouldn’t be having a replace new door fitted . I asked should I go to Rock  door Ltd the reply was they won’t speak to you , they said it’s in our t & c , can anyone advise on this as I don’t want to pay for installation as I am nervous if the door does the same , I bought A rock door unit in the 1st place because I wanted it to last 

zoob

Trying to understand this, who did you buy the rock door from? 
Did you buy it from rock door or did you buy it from the window fitting company? 

janet1966

Sorry i bought and paid for with the window and door company who advertise the rock door collection on their website 

Aylesbury_Duck

You deal with the fitting company, because you have a contract with them to supply and fit.

janet1966

I am dealing with the supply and fit company but they are saying I need to pay for the replacement door to be fitted , They said rock door have sent a new door as engineer and rock both accept its faulty but i don’t understand why i am paying for the installation, i was a little annoyed at the fact the lady said it was my choice to have a rock door even though its one of their products they advertised, she said something about the door isn’t manufactured by them 🤷‍♀️Lost for words what that has to do with it !

janet1966

Also the 1st faulty door  replacement was fitted by the window and door company , she said something about we only guarantee 12 months ! Surely this cant be correct

Alderbank

As a consumer you can't buy just a Rockdoor.
Their business model is a franchise like KFC. Like other franchises they provide a fairly ordinary product (composite doors in their case) wrapped in mouthwatering advertising. They sell only to their franchisees who deliver a supply&fit package. You could become a Rockdoor Trusted Installer yourself if you wish. The markup seems very generous.

Rockdoor have 'form' here at MSE.
If you have the time and patience you could plough through this thread:  https://forums.moneysavingexpert.com/discussion/5422656/draughty-rockdoor/p1

You might find that some of your questions have been answered. At least one very experienced Rockdoor installer posted there.

born_again

janet1966 said:

I am dealing with the supply and fit company but they are saying I need to pay for the replacement door to be fitted , They said rock door have sent a new door as engineer and rock both accept its faulty but i don’t understand why i am paying for the installation, i was a little annoyed at the fact the lady said it was my choice to have a rock door even though its one of their products they advertised, she said something about the door isn’t manufactured by them 🤷‍♀️Lost for words what that has to do with it !

https://www.rockdoor.com/guarantee/

Might need to contact GAP to find out more.

Aylesbury_Duck

janet1966 said:

Also the 1st faulty door  replacement was fitted by the window and door company , she said something about we only guarantee 12 months ! Surely this cant be correct

Only you can check that.  What do the terms of your contract and guarantee say?

diystarter7

Hi OP
The guarantee is often for a duration of about 10 years. We noted the handles were 12 months on ours or something like that.

If you are getting problems and I think all double-glazing outfits have to be registered with FENSA, so seek their help.

What does your contract say re faulty door/windows etc?

Thanks

GlazingAdvice

If a door is faulty, it is down to the installation company to put it right at their expense! You shouldn't be out of pocket for a faulty product if the installation company provided the full service. 
I do understand this can be a kick in the teeth for the installation company as they didn't manufacture - but it is still down to them to sort!