Company failing to uphold 5 year guarantee

Froggy12345

Hello!

We purchased a bathroom from a company who also designed and advised us. After many issues it was finally installed (we sourced the installer as they did not offer installation at the time) but then the shower tray (concrete resin) cracked after c. 14 months. After a lot of to and fro, the company deemed it be installed incorrectly resulting in the crack and eventually offered us a new tray free of charge as a ‘goodwill gesture’.

Forward another c. 18 months and the new tray has cracked again. In the exact same spot. We tried to argue it’s a manufacturer design defect, they said no it’s been installed wrong.

Whilst I cannot 100% say how the first tray was installed, the second tray was definitely installed as per the written guidance - the only difference being the direction of the waste pipe. Due to this, there is a section by the waste trap which is ‘unsupported’ as there is no space to put support.

The direction of the waste pipe was known during the design stage and the individual who designed and sold us the bathroom did not advise against the use of this tray.

This time around, the company are flat out refusing to replace or compensate. We have since purchased a new tray from a different supplier and have had that installed so we know exactly how the previous tray was installed (we took photos).

Now, I would argue the installation was correct. And if wasn’t, there is nothing stating it shouldn’t be installed how it was. So this leads me to believe it is in fact a product defect OR the design service should have advised against that tray given the information provided about the direction of waste. Either way, I feel the issue lies with the company and we are entitled to some form of compensation. The tray was purchased with a five year guarantee.

Between a combination of so many other issues (forgotten items on original purchase, faulty items delivered, uninformed decisions made on required items, lying about an discount to apologise for mistakes, delays etc), how rude and unhelpful their customer service and technical team are (all in email threads), and the literal costs of purchasing a new tray and extras, plus installation, I’m really hoping we can get some level of compensation. Is this likely?

I have attached screenshots regarding the guarantee, the installation guidance, and how the tray was installed

Thank you in advance!!

sheramber

What evidence do you have that it is a design fault and not just your opinion?

After 6 months it is up to you to prove that it is a manufacturing fault and was present when you bought it.

https://www.gov.uk/accepting-returns-and-giving-refunds

You can ask a customer to prove an item was faulty when they bought it if they ask for a repair or replacement after 6 months.

Aylesbury_Duck

Do you still have the second cracked tray? If not, this is going nowhere. If you do have it, then get it inspected by a bathroom installer and see what they say. If they confirm some sort of inherent design flaw that caused it to fracture, then you have a stronger case.

MattMattMattUK

Whilst I cannot 100% say how the first tray was installed, the second tray was definitely installed as per the written guidance - the only difference being the direction of the waste pipe. Due to this, there is a section by the waste trap which is ‘unsupported’ as there is no space to put support.

This is going to be your problem, it was not installed as per the guidance, a section is unsupported when it should be supported, therefore it was not installed as per the guidance as you have stated and the images you supplied show it should be supported. The rest of your post is largely irrelevant, warranty/guarantee terms are contractual, you did not comply with that contract, therefore you invalidated your own claim.

sheramber

 nothing stating it shouldn’t be installed how it was.

The instructions stated how it should be installed.
Do they also need to state how they should not be installed?

HHarry

I agree with Mattmatt - it wasn’t installed as per the instructions. They clearly state that the tray needs to be supported across the back edge of the waste hole. If this wasn’t possible the Installers should have adjusted the waste pipe or chosen another tray.

Also in one of the pictures it appears to show two blobs of silicone. If a few blobs of silicone is all that was supporting a resin tray then it’s not surprising it cracked.

This is an Installer issue not a Manufacturer issue.

DeathByFluffy

'there is nothing stating it shouldn’t be installed how it was'

Your post contains the very diagram that shows it's been installed incorrectly - the back of the tray needs support along its length and your installation didn't provide this.