Defect front door - who is my contract with?

Looking_fabulous

We had a new front door fitted in February and have been back and forth with the company who we bought it from regarding defects with it.  The company who made the door have supplied different colour pens which are not the correct colour.  We have requested a new door but they just keep coming back with different colour pens to try.  We have now been informed by the company who supplied and fitted it that they have given our details to the manufacturer who are going to contact us directly.

I thought my contract was with the company who sold us the door and fitted it so why are they now passing it to the manufacturing company?

Can someone please advise if we just need to keep fighting with the suppliers/fitters of the door.

DeathByFluffy

Your rights are with the supplier, not the manufacturer - tell the supplier this, and that they need to sort it for you. 
How did you pay? If it was via credit card, you'll have some recourse via Section 75 if they don't play ball. 

MyRealNameToo

Looking_fabulous said:

We had a new front door fitted in February and have been back and forth with the company who we bought it from regarding defects with it.  The company who made the door have supplied different colour pens which are not the correct colour.  We have requested a new door but they just keep coming back with different colour pens to try.  We have now been informed by the company who supplied and fitted it that they have given our details to the manufacturer who are going to contact us directly.

I thought my contract was with the company who sold us the door and fitted it so why are they now passing it to the manufacturing company?

Can someone please advise if we just need to keep fighting with the suppliers/fitters of the door.

Liability sits with the company you bought from but they are free to delegate managing it/dealing with it to the manufacturer if they want to. Depending on the nature of the business it can be that the manufacturer is in a better position to deal with it 

TELLIT01

The company who made the door are clearly already in the loop as they are providing the pens to try to colour match.  When did the OP first raise issues about problems with the door?  If it was more than 6 months after purchase then it may be necessary to prove there was an inherent problem with the door before S75 could be invoked.

Alderbank

What's wrong with it?

Does the door close properly, lock properly, seal the opening properly?

I ask because your rights depend to some degree on the amount of inconvenience the defects are causing you. The seller seems to be trying to fix it with the help of the manufacturer, and if the defect is largely cosmetic this is probably reasonable.

Ultimately if the seller can't fix it or if the fix doesn't last you can ask for a refund or replacement.

Okell

Alderbank said:

What's wrong with it?

Does the door close properly, lock properly, seal the opening properly?

I ask because your rights depend to some degree on the amount of inconvenience the defects are causing you. The seller seems to be trying to fix it with the help of the manufacturer, and if the defect is largely cosmetic this is probably reasonable.

Ultimately if the seller can't fix it or if the fix doesn't last you can ask for a refund or replacement.

This ^

The OP blathers on about "pens" not being the right colour but can't be bothered to explain what the problem is.

Does the OP think people here have telepathic powers and should know what "the right clour" means?

Does the door not shut properly?

Does it not lock properly?

Is it the wrong colour?  (Although how a door can be the "wrong colour" completely escapes me...

Why can't people just explain clearlyand legibly what the problem is?

Looking_fabulous

TELLIT01 said:

The company who made the door are clearly already in the loop as they are providing the pens to try to colour match.  When did the OP first raise issues about problems with the door?  If it was more than 6 months after purchase then it may be necessary to prove there was an inherent problem with the door before S75 could be invoked.

Thanks for your reply.  The company who supplied and fitted the door knew from the day it was fitted it had defects. We had problems with the frame not being the same colour and when one of the managers visited a few days later he said, sometimes we get away with these things!! i.e. that the purchaser just lives with the defect.  I am presuming they got in touch with the manufactures after that as they made us new frames and sent pens to paint the welds seams.  

Looking_fabulous

Okell said:

Alderbank said:

What's wrong with it?

Does the door close properly, lock properly, seal the opening properly?

I ask because your rights depend to some degree on the amount of inconvenience the defects are causing you. The seller seems to be trying to fix it with the help of the manufacturer, and if the defect is largely cosmetic this is probably reasonable.

Ultimately if the seller can't fix it or if the fix doesn't last you can ask for a refund or replacement.

This ^

The OP blathers on about "pens" not being the right colour but can't be bothered to explain what the problem is.

Does the OP think people here have telepathic powers and should know what "the right clour" means?

Does the door not shut properly?

Does it not lock properly?

Is it the wrong colour?  (Although how a door can be the "wrong colour" completely escapes me...

Why can't people just explain clearlyand legibly what the problem is?

The door is a sage green colour and in each corner of the frame there is a weld.  The bottom two are perfect but the top two, the coating hasn't taken.  They have been out with three different colour pens to paint these but none of them match the sage green colour.  We have asked for a new door but they are insistent in coming back with different colour pens to try.  When they wipe it off, it is white underneath so either way it sticks out like a sore thumb.   

The door does shut and lock properly.  

Ergates

A retailer is allowed 1 attempt at repairing a fault before you can insist on a replacement or a refund - from the sounds of it, they've had that attempt (with the pens)

So, I believe you *could* not insist on a refund.  But... you might get a quicker resolution if you let them contact the manufacturer.

Alderbank

Okell said:

Alderbank said:

What's wrong with it?

Does the door close properly, lock properly, seal the opening properly?

I ask because your rights depend to some degree on the amount of inconvenience the defects are causing you. The seller seems to be trying to fix it with the help of the manufacturer, and if the defect is largely cosmetic this is probably reasonable.

Ultimately if the seller can't fix it or if the fix doesn't last you can ask for a refund or replacement.

Is it the wrong colour?  (Although how a door can be the "wrong colour" completely escapes me...

You are puzzled by this?

"Wrong colour" must be a very common reason why a product does not conform to contract. Not just in all forms of painting and decorating, as here, but car repairs, fabrics, clothing, corporate branding and many more.

If you, a Liverpool supporter, had ordered a red front door and came home to find an Everton blue one had been fitted by mistake, you would understand how a door can be the "wrong colour"!

sheramber

So, it is not the door that has a defect. 

There is nothing wrong with the door

It is  two welds on the frame that are not taking on the colour.