Halfords Complaint - Advice / Am I correct in next steps

flaneurs_lobster

A product? A service?

Bought online, on the phone or in person? Supplier UK based or overseas?

Need rather more information to be able to try and help.

clennuk

It is Halfords, and they put the wrong tyre on my car

Ayr_Rage

clennuk said:

It is Halfords, and they put the wrong tyre on my car

That should be a pretty easy one to solve, drive to your nearest Halfords and speak to the manager.

Hopefully you haven't been driving around with the incorrect tyre on your vehicle for the last 8 weeks.

What resolution are you looking for?

flaneurs_lobster

clennuk said:

It is Halfords, and they put the wrong tyre on my car

Ok, we're getting there. 

How did you find out that Halfords had fitted the wrong tyre?

How long after the fitting did you discover the wrong tyre had been fitted.

What was Halford's response when you pointed out the problem?

Why not just lay out the facts to-date.

clennuk

Sorry I tried to be as brief as possible as I gave too much last time
https://forums.moneysavingexpert.com/discussion/6637863/halfords-complaint-advice-am-i-correct-in-next-steps#latest

Ergates

clennuk said:

Sorry I tried to be as brief as possible as I gave too much last time
https://forums.moneysavingexpert.com/discussion/6637863/halfords-complaint-advice-am-i-correct-in-next-steps#latest

Need to try to find that sweet spot between giving no details, and giving pages of superfluous details.

The story seems to be:

1)  You ordered a "225/60 R17 103V All Season Tyre" from TyreShopper to be fitted on the front NS wheel at the Bexleyheath branch of National Tyre Centre on 19th September

2)  On 26th September your car went in for an MOT and it failed due to having the wrong sized tyre on the Front NS wheel (the one that had just been replaced).  The tyre was actually a 215/60 R17 - i.e not the one you ordered.   The MOT centre fitting a correctly sized tyre to your car to allow it to pass.

3)  Also on the 26th September (?) you contacted NTC customer services to raise a complaint, and you spoke to the store manager at the location you'd been to to tell them what had happened.

4)  Since then you've contacted customer services for updates on multiple occasions (at least 5) but never really got anything back - the case still seems to be open and unresolved.

Is that the gist of it?

From a consumer rights perspective - you have 2 issues:

1)  A service that was carried out incorrectly (i.e. they did the wrong thing)
2) They still have the tyre you paid for.  (and you have their tyre - the one they fitted).
3) You incurred additional costs at the MOT centre (a new tyre and fitting).

For 1 - you could either ask for a repeat service (i.e. they do it again, but properly this time) or a refund.
For 2 - If you opt for a repeat service, they can just fit the tyre.  If you opt for a refund, then they can either give you the tyre (to be fitted elsewhere) OR refund you the cost of the tyre.
For 3 - they should refund you these costs.

This is what consumer law entitles you to.  All the other stuff in your previous email about wanting questions answered, and about the way you feel your wife was treated, is not a consumer law matter.

Whilst your complaint with them is still open and unresolved, you could just physcially visit the NTC location in question and speak to the manager there.   You spoke to them earlier and they accepted their mistake.

Alternatively you could send them a Letter Before Action telling them that if things aren't resolved to your satisfaction within X days, you'll take them to small claims court for the full cost of items 1, 2 & 3 above.  (You'll still need to return their tyre if you do).

saajan_12

Why start a new thread? 
Just go in person or email them what practical resolution you want within say [30 days], or if that's not forthcoming then £X for you to get it done yourself. If no response then file a small claim. All the answers to questions is meaningless. 
I'd suggest that the resolution is something like 
1. Replace the tyre with the one ordered. 
2. Reimburse any additional costs incurred at the 2nd garage purchase / fit the tyre and redo the MOT beyond just the standard MOT fee. 
3. They get back the incorrect tyres. 

£X would be the cost to do (1) and (2) less the value of the incorrect tyres. 

Okell

Perhaps I'm missing something obvious, but why would the OP want a replacement or a repeat performance?

AIUI the OP has had the correct tyre fitted by the MOT centre - he doesn't need a repeat performance or replacement.

Isn't what he wants simply a full refund from whoever fitted the wrong tyre?  And if the tyre fitted by the MOT centre was more expensive than the wrong one, then I'd be arguing for the difference in price too.  (Although if the MOT centre has charged the same price for the right tyre as Halfords/NTC(?) would have done if they'd fitted the right one in the first place, I don't suppose he's legally entitled to the difference)

Ergates

Okell said:

Perhaps I'm missing something obvious, but why would the OP want a replacement or a repeat performance?

AIUI the OP has had the correct tyre fitted by the MOT centre - he doesn't need a repeat performance or replacement.

Isn't what he wants simply a full refund from whoever fitted the wrong tyre?  And if the tyre fitted by the MOT centre was more expensive than the wrong one, then I'd be arguing for the difference in price too.  (Although if the MOT centre has charged the same price for the right tyre as Halfords/NTC(?) would have done if they'd fitted the right one in the first place, I don't suppose he's legally entitled to the difference)

OP said that the tyre fitted by the MOT centre was "a budget tyre-which we would not have chosen" - so I was assuming that they're rather have the tyre they chose.