right to compensation?

[woodpam]

I recently bought,from a well known electrical retailer, a washing machine and set an delivery/installation date. They didn't show up and after a lot of hassle we set another date. They arrived but couldn't install it and so I had to send it back and ask for a refund. I wrote and asked for the delivery fee to be refunded and asked them to reimburse me 2 days pay for the leave I had taken to have it installed. They just sent back a cheque to pay me back the installation charge. Does anyone know if I am within my rights to be compensated for my two wasted days?

[sft42]

You don't say why they couldn't install the machine...was this a fault in the machine itself or due to something being wrong in your house? Failing this you'd have to check the supply agreement from the store but more likely than not you'll find that most of the suppliers of this equipment have it written into contracts that they can't be held liable for any delays etc.. If you are goign to persue this you may have to take them to the small claims court and unless your a company director you may find the hassle and further expenses more than you'd recoup so it's probably best to chalk it up to experience.

[BenDToy]

Most of these type of companies have policies to cover these kind of things. I would suggest that the first instance ie the failing to turn up, may entitle you to compensation from them. The second one is slightly more tricky and I would tend to agree with sft42. If they couldn't install it due to, say, no suitable water supply or drain, then just be glad they have given you a refund, and not charged for their services. If it was their fault, then chase them for a refund of the delivery charges, and anything else you can get. Don't give up, keep writing to them and keep copies. It may pay off eventually. Good luck.

[DavidUK]

First of all, slight correction to sft42 - it doesn't cost a lot to use the small claims court and, if you win you would probably get your costs back. There is some hassle involved, though. In many cases, just the threat of legal action is enough, so you don't end up needing to go to court. First you need to decide exactly what you want to claim and write to someone at the top of the organisation. Last year I had two successes this way. First, I was stonewalled by Boots Opticians but a letter to a Director got me a free pair of glasses very quickly. In the other case, I was getting nowhere with a Safeway minion but, again, a letter to the Chairman got instant results. Having said all of that, you may not have too strong a case depending on all the circumstances of your situation.

[woodpam]

Thanks for really helpful answers. I forgot to mention that Laurel & Hardy who delivered and failed to install the machine managed to turn off my cold water supply and I had to call a plumber out to fix things. Happily I bought another machine and the plumber is going to install it as he can't see why they had a problem in the first place. I will persevere with getting compensation from the first store which I would gladly see kicked into space where it belongs.....