'Proportionate' costs for replacement of faulty item
Posted: Wed Jan 11, 2017 8:26 am
There must - amongst the extensive knowledge and experience of board members [/trowel] - be someone who can advise on this . . .
In 2015 I had an extension built on the back of my house. In October a well-known D&i&Y chain attempted to install the kitchen that had been 'designed' to fit. In December the installation was completed.
Fast forward to November 2016, the previously white worktops ('Snow' Gemstone, by Wilsonart, a composite veneer over MDF) were noticeably yellowing, unevenly (seemingly affected by light) and the joins are opening and becoming uneven.
We were offered a replacement. Hurrah!
Errr no. We were actually offered a substantially cheaper alternative as they no longer sell the Gemstone range (wonder why?).
My understanding is that a retailer is obliged to replace a faulty item, and that includes any additional cost - as long as it's not 'disproportionate'.
Does anyone have an idea or examples of this, what sort of values etc.? Whether from retailer, customer, or other such as CAB or trading standards,or even legal.
To give some idea of costs involved, our worktops were about £3k to supply and fit, the replacement offered is about 20% cheaper (materials) and the next option 'up' is about £1k more (retail, I believe - so including profit). We will, of course, be -again, it was an absolute farce before - be suffering considerable inconvenience (and mess), let alone that there will be damage to the walls which they will need to make good.
So any advice gratefully received
TIA, Malc
In 2015 I had an extension built on the back of my house. In October a well-known D&i&Y chain attempted to install the kitchen that had been 'designed' to fit. In December the installation was completed.
Fast forward to November 2016, the previously white worktops ('Snow' Gemstone, by Wilsonart, a composite veneer over MDF) were noticeably yellowing, unevenly (seemingly affected by light) and the joins are opening and becoming uneven.
We were offered a replacement. Hurrah!
Errr no. We were actually offered a substantially cheaper alternative as they no longer sell the Gemstone range (wonder why?).
My understanding is that a retailer is obliged to replace a faulty item, and that includes any additional cost - as long as it's not 'disproportionate'.
Does anyone have an idea or examples of this, what sort of values etc.? Whether from retailer, customer, or other such as CAB or trading standards,or even legal.
To give some idea of costs involved, our worktops were about £3k to supply and fit, the replacement offered is about 20% cheaper (materials) and the next option 'up' is about £1k more (retail, I believe - so including profit). We will, of course, be -again, it was an absolute farce before - be suffering considerable inconvenience (and mess), let alone that there will be damage to the walls which they will need to make good.
So any advice gratefully received
TIA, Malc