An Open Letter:
"After an initial survey on 11 August, installation of two
sets of patio doors was arranged for Tuesday 2nd October, giving
me a week's notice, and for this I booked a day's leave from work.
Shortly after they arrived, the installers informed me that the
glass for the second set of doors hadn't arrived, but they were
hoping it would arrive before they had finished the first door.
Needless to say, it didn't. After speaking to the installation
depot at Slough it was suggested that they could install the frame
of the second door, fill it with plywood, and return next day
to put the glass in. I was not happy with this idea as I was not
convinced that the glass would arrive next day and I would be
left with doors filled plywood for an unspecified amount of time.
Also, I would need to take more time off work. Subsequent events
have convinced me that I made the right decision at this point.
The men left at 1330, having made a good job of one set of doors.
Shortly after they had gone Mr Smart from the installation depot
called me and arranged for the work to be completed on Saturday
6 October and I was left with half a day's leave wasted.
Two different men arrived on 6th October and proceeded with the
installation. Two hours later they left, but not before telling
me that they couldn't finish the job as there were parts missing,
ie the inside and outside ventilator covers, a strip to go down
the edge of the door on the outside, and the inside sill. They
told me I could arrange to get this done at any timeat my convenience.
I subsequently noticed that the door handle and lock on the inside
had not been fitted properly, making the door tricky to lock.
I might add that England were playing a football match that afternoon
make of that what you will. Coincidence?
On Monday (8th Oct) I again called to arrange for someone to
come out and finish the work. On Tuesday evening I met with 'Andy'
from Slough depot who had a look to see what needed doing. No
problem, he said. It would only take ten minutes, and he would
come back next evening after work with the parts, or if he was
unable to, he would phone me and definitely come on Thursday.
Not so. Not only did he not come back, he did not phone either.
After more communication with Customer Services they told me
that Mr Richard Smart would contact me to arrange completion.
Two weeks passed before I again contacted Customer Services to
see what was happening. Mr Smart eventually called me at work
and said he had been on holiday, which was why he hadn't called.
He was immediately defensive and aggressive and said that he couldn't
understand why I was so upset at such a minor problem. Two things
here if it is so minor, why should it take so long to resolve?
Secondly, I don't consider a gaping hole at the top of my door
letting in wind and rain to be minor. These are not cheap doors,
and it is not unreasonable to expect first class service and first
class work. It turned out that the parts had to be ordered. Why??
This job was supposed to be completed on 2nd October!
A man finally arrived on Saturday 17th November and carried out
the 'minor' work nearly seven weeks after commencement of the
job.
Now that the installation of two sets of patio door is finally
completed, and paid in full, I am writing to claim some compensation
for the distress, inconvenience and time wasting caused to me,
not to mention the complete and utter lack of professionalism
on the part of Weatherseal.
I should mention that the final work did not go completely without
hitch. You will recall that the vent was one of the outstanding
items, and in the interim I had stuffed the hole with kitchen
roll to help keep out wind and rain. I felt rather foolish when
I asked the operative if he had remembered to remove the tissue
before fitting the vent, but he assured me that he had. After
he had had gone I went to close the vent and realised that he
had not, in fact, removed the tissue. I managed to remove some
of it myself, but had to leave some in one end. The man who came
to collect the cheque on Monday 19th November has now removed
the remaining tissue.
Considering the disastrous catalogue of events concerning work
that began on Tuesday 2nd October and concluded on Monday 19th
November, I now wait to see how you intend to compensate me, so
that I can put this ordeal behind me. What should have been an
exciting time, having ugly old patio doors replaced by lovely
new ones has been totally marred and, far from feeling excited,
I simply feel 'flat', and relieved that the whole unpleasant business
is over.
Whilst writing I would like to say that, had the work been completed
(as it should have been) on 2nd October, by the two men who carried
out the work on the first door most efficiently and politely,
none of this would have been necessary. I was very happy with
their work.
I have not, as I mentioned in my last letter to Customer Services,
placed any of this correspondence in the hands of Watchdog, or
on the Internet. This, I feel, should be an absolute last resort.
I look forward to your favourable reply, by return"
I have never received a reply. I now reach 'last resort'.
Other Weatherseal Complaints
