Patio Door Repair Problem

[andrew1707]

Part of the plastic frame for our patio doors has developed a crack. It is the part at the bottom that you are meant to step over.

As we have a 10 year guarantee, we attempted to get the company that fitted it to repair it. They have had a look and have told us that we must have dropped something heavy on it as they shouldn't break.

The damage was probably caused by 3 children running in and out of the house for the last 5 years; we certainly didn't drop anything on it.

The company are now being awkward and have failed on a number of occasions to return phone calls when promised or not turn up for inspections. They have even tried to tell us that the guarantee doesn't cover the frame. (the guarantee doesn't say this.)

The manager has now referred the complaint to the MD of the company (it is a small local company).

We don't expect much joy from this, assuming the MD even bothers to call us.

Does anyone have any advice for taking this issue forward.

TIA

Andrew

[fbg40]

Hi Andrew
I would suggest that you try Consumer Direct (google for contact facilities) - I have used these people on a couple of occasions and found them extremely helpful. Good luck.
FBG40

[wolf63]

Send the children to 'negotiate' - in not time at all they will send round a workman to fix it.

fbg's idea is a good one. I used the Trading Standards people to help me to negotiate with the people fitting my kitchen many moons ago. They were most helpful.

[Old_Geezer]

Might threatening them with the small claims court have a desired affect ? That said if the company you are tading with is dodgy rather than just trying it on, they may have some excuse up their sleeve, and also know how far they can go before declaring bankrupcy and starting again.

[bookbinder]

If you're going to pursue this, get a second (and expert) opinion, otherwise it's just going to be your word against theirs.

[lcg]

yes you are meant to step over that part, but people do stand/tread on it from time to time. that would be acceptable wear and tear. i would go to the consumer direct website and look there - it will tell you the relevant sections and legislation to read and also gives you sample letters to write and/or complain to the company concerned. if they get a strongly worded letter, they may be more inclined to act.....otherwise you may well have to get a repair and take them to the small claims court for costs. good luck x

[Old_Geezer]

You're meant to step over it ? What an inadequate, poor design. Unfit for purpose I say.

[andrew1707]

Thanks everyone. Consumer direct sounds like my first stop