Plumber Dilemma - Grrrr!

[Smowball]

Our downstairs toilet has a saniflo, which needed replacing. So we bought a different macerator from another company. Our regular plumber, who is excellent, turned up and fitted it yesterday. The blooming thing is faulty as it won't turn off after flushing - it just keeps going and going until you turn the power off at the mains.
So I've rang the company to say it's faulty. My plumber says they need to either send an engineer out to install new one, or pay him for his time to fit the second one as he obviously can't work several hours for nothing.
I explain this to the company and they just laugh. So I'm meant to pay my plumber all over again for fitting a replacement unit for a faulty one they've sent me? ?

[dannyk13]

Tell them at if they don't provide a solution you will report them to Trading Standards.

[Smowball]

They've said they'll send a replacement but that's it.

[dannyk13]

I suppose, in truth, that that is all they could be expected to do.

[Smowball]

But you know what plumbers charge - can't believe I've got to pay all over again!

[dannyk13]

Smow, you could still contact Trading Standards and ask them their opinion and advice.

[sapelesam]

I can't remember the exact terminology but I've never known a company to accept responsibilty for subsequent costs. Just like airlines cancelling your flight, you might then lose a hotel booking or car hire costs. There must be a law that exempts them from these costs.

[Smowball]

I've just called them back and they won't even send replacement till I've sent this one back! So I've got to get the plumber back twice now!!

[sapelesam]

Definitely a call to Trading Standards Smowball, absolute disgrace.

[jennyjoan]

I know it isn't but going through all that palaver makes you feel "hoodwinked".

[sapelesam]

Just a thought Smow, can you afford to buy another unit. Have it ready so the plumber makes one visit. Then you return the faulty unit, hopefully full of contents, for a refund. Not perfect but saves one call out from the plumber.

[dannyk13]

Smow I would definitely contact Trading Standards.It seems to me that this company is putting obstacles in your way in the hope that you will eventually forget all about it.

[Smowball]

I'm definitely going to call TS. Even their attitude on the phone stinks. They're trying to make out my plumber has fitted it wrong. And I can just see that if I send this one back they'll say there's nothing wrong with it !

[bednobs]

they might be right?

[dannyk13]

Smow, have a read of this:-
http://www.which.co.uk/consumer-rights/regulation/sale-of-goods-act

[Smowball]

Thanks for the link Danny.
Bednobs it's definitely faults as our plumber has fitted tons of these before.

[Smowball]

Omg I've now got to pay postage to send it back as they won't send a free post label- it's heavy so it's going to cost a fortune in postage!!

[sunny-dave]

Did you pay by credit card?

Get the card company involved and look to reject the item as 'not fit for purpose' and get a chargeback started.

[SPARKPLUGZ]

You legally have the right to return faulty goods at the expense of the seller. What method did you use for payment? You are covered for refund of faulty goods by PayPal and Credit card. Its worth having a word with your bank who may stop payment and refund you. This happened to us last year when we bought a faulty rug and the sellers refused a refund unless we sent it back at our expense. I had paid using a debit card but our bank sorted it out and gave us a refund.

[Smowball]

Paid for online with a debit card.

[mazie]

Agree Smow... good plumbers are so expensive. Hope you get it sorted xx