Victorian Plumbing Issue

gigsy

Hi all. Purchased a shower enclosure and a Pearl stone tray 9 months ago. I fitted the tray according to manufacturers instructions and also did extra to make everything water tight.

We noticed a hairline scratch that we thought was just a cosmetic issue. It turns out this is small surface crack that is getting larger. I initially thought something might have been dropped on it but it's on either side of the enclosure and there are no splinters etc.

I took pictures and a video and went back to VP. After a lot of back and forth, they have said that I have to prove it was fitted in line of the manufacturers instructions and that there was an inherent fault. They mainly want me to prove that it has been installed on a bed of mortar.

This isn't that simple as the tray is fitted on a bed of mortar and is tiled down to the tray. The tiling sits on the tray. It would not be possible to remove the tray without damaging the surrounding tiles and also the tray. They will not pay for the removal of the tray and will only reimburse me if I send them pictures and a report that prove that it has been fitted correctly.

I understand that the onus is on the customer after 6 months to prove that there is a fault but I'm stuck: Even if I get an independent report, how can they ascertain that it has been fitted correctly? I can repair the crack and stop it worsening using a repair kit and put an end to it all as I like to choose my battles and could do without the stress.

They are prepared to send me a new tray as a gesture of good will.

I have tried going down the section 75 route and the bank have said the same thing as the retailer.

Any advice would be greatly appreciated.

Aylesbury_Duck

You want a replacement tray, they're prepared to send you a replacement tray out of goodwill, and you incurred no installation costs because you installed it yourself.

Seems sensible to accept the replacement tray. You're going to have to disrupt the tray in any case, so isn't this simpler than having someone independent take it all apart to prove something VP appear to have acknowledged is a fault?

Unless your preference is a refund or partial refund and you live with the repair?

twopenny

To replace it you are going to have to disrupt the tiles anyway so worth a go to get it right. I know it's heartbreaking when you've worked on it to the finish.

But it's that or put up with mending and hope it holds. It won't last as long.

Maybe next project photo as you go.

gigsy

Thanks both for the common sense approach. "Maybe next project photo as you go." Your right.

I'll accept their goodwill.

born_again

If they are offering another tray for free bit their hand off & refit it.