Currys Installation Service Disaster

CheeseDoorFrame

Recently purchased a washer dryer and paid for installation from Currys

-Failed installation on first attempt led to significant damage in downstairs ceiling. Currys agreed to send out a crew to inspect and remedy.

-Same member of the first crew is present, which results in a second failed installation which could have led to further, potentially catastrophic damage to an already damaged/waterlogged ceiling

-Lack of professionalism by the same member of the initial two crews.  Visit 1, waiting in the van & on visit 2 appearing more interested in covering his own back & potentially causing a second leak.

-Third crew immediately identify and rectify the issue. They confirm the error has been with the installation & inform Currys via a phone call of this while I am with them.

-Initial case was rejected, at this point the Property Damage team had not consulted members of the crew who rectified the issue, a complete lack of thoroughness and competence this even though they had received a phone call to confirm that the installation had been done incorrectly and had caused a leak

-After an appeal the Property Damage have, despite all of the evidence provided, still astonishingly rejected the claim. This time due to a lack of video evidence of the initial leak. The fact remains that since the third crew was sent out & rectified the issue there has been no further leak from the machine into the flat below. How is it possible that anything other than the two failed installation attempts by Currys service teams could be responsible for this damage.

-I am appalled that the first service team included a member of the initial installation team. This has clearly caused a bias in the investigation due to this member giving evidence purely designed to cover his own tracks. The fact that this member of the service team was unable to install the machine properly on the second instance shows that any claims he made around there being no leak from the machine after the initial installation are totally unreliable.

Absolute incompetence, indifference and lack of accountability throughout this company, which is almost certainly now going to cost me a significant amount of money.

jon81uk

Leave it to the insurance to sort out. Just contact your building insurance and they will claim from Curry's if needed.

DullGreyGuy

CheeseDoorFrame said:

Recently purchased a washer dryer and paid for installation from Currys

-Failed installation on first attempt led to significant damage in downstairs ceiling. Currys agreed to send out a crew to inspect and remedy.

-Same member of the first crew is present, which results in a second failed installation which could have led to further, potentially catastrophic damage to an already damaged/waterlogged ceiling

-Lack of professionalism by the same member of the initial two crews.  Visit 1, waiting in the van & on visit 2 appearing more interested in covering his own back & potentially causing a second leak.

-Third crew immediately identify and rectify the issue. They confirm the error has been with the installation & inform Currys via a phone call of this while I am with them.

-Initial case was rejected, at this point the Property Damage team had not consulted members of the crew who rectified the issue, a complete lack of thoroughness and competence this even though they had received a phone call to confirm that the installation had been done incorrectly and had caused a leak

-After an appeal the Property Damage have, despite all of the evidence provided, still astonishingly rejected the claim. This time due to a lack of video evidence of the initial leak. The fact remains that since the third crew was sent out & rectified the issue there has been no further leak from the machine into the flat below. How is it possible that anything other than the two failed installation attempts by Currys service teams could be responsible for this damage.

-I am appalled that the first service team included a member of the initial installation team. This has clearly caused a bias in the investigation due to this member giving evidence purely designed to cover his own tracks. The fact that this member of the service team was unable to install the machine properly on the second instance shows that any claims he made around there being no leak from the machine after the initial installation are totally unreliable.

Absolute incompetence, indifference and lack of accountability throughout this company, which is almost certainly now going to cost me a significant amount of money.

So the damage is to someone else's property? What damage has there been done to your property if any?

Given its flats presumably the freeholder or factoring company arranges the buildings insurance?

The owner of the flat below should be given the details of Curry's and it would be them to pursue their losses against them or they hand it on to the insurers who'll do the same.