What are my rights with Warranty Work?

CocoPops · 1 Mar 2012 at 16:37

So, we had an issue with one of our door locks recently. It was installed as part of a new build house and is still under warranty with the door supplier (IG Doors).

IG Doors sent out a locksmith to open the door and then replace the faulty lock.

However, as the door was locked closed at the time of failure, he had to drill the door (both sides) in order to hack the lock to open.

So, now we're left with the following holes (same holes inside and outside) in the door (under the handle but even so...):

My view is that I want the door replaced under the same warranty that the locks were replaced, the door company (and locksmith) is that the doors "integrity and security have not been compromised" as the holes are covered by the handle. Yet surely, if you can see the lock mechanism through the holes, then that can't be as strong as it was previously with the steel door skin covering the door.

I feel I'm in the right wanting the door replaced as it did not have these damage holes (covered or not) before the lock failed.

Is there any law / guidance that can help me in this quest? The door company is standing firm and won't currently replace the door.

Thanks,
Lee.

Sin_Chase · 1 Mar 2012 at 16:54

In my mind this would be an acceptable ad-hoc repair (seeing as the circumstances left no other choice but to drill) but not an acceptable piece of warranty work.

I would be demanding a new door also.

CocoPops · 1 Mar 2012 at 17:01

Yep, Don't get me wrong, I know why he drilled it, but in my mind, that should have been a method to open the door and then they should replace the door.

R.C.Anderson · 1 Mar 2012 at 17:15

They can't really say it's secure if those holes are what the locksmith used to break into the lock, surely?

CocoPops · 1 Mar 2012 at 17:20

R.C.Anderson said:
They can't really say it's secure if those holes are what the locksmith used to break into the lock, surely?

My point entirely, they say that because the handle covers them and the handle is screwed from the inside... it's acceptable :rolleyes:

I need something concrete like "customer must be left in a position no worse off after warranty work", I guess.

R.C.Anderson · 1 Mar 2012 at 17:44

probably best of giving trading standards a ring, see what they say about it. I would be surprised if they can leave it like that though...

CocoPops · 2 Mar 2012 at 11:12

So I emailed Trading Standards just after your post last night... they called me back this morning!! That's quick service.

They said I should be pursuing SOGA and Supply of Goods and Services to Consumers, as my statutory right for repair or replace.

So that's given me a little more to go on.

R.C.Anderson · 2 Mar 2012 at 12:59

CocoPops said:
So I emailed Trading Standards just after your post last night... they called me back this morning!! That's quick service.

They said I should be pursuing SOGA and Supply of Goods and Services to Consumers, as my statutory right for repair or replace.

So that's given me a little more to go on.

Definitely a good start! Usually if you start mentioning things (such as SOGA etc) to people, they usually end up doing what you say, as they realise they can't just fob you off. They rely on people taking them for their word & just accepting it.

coopersim · 2 Mar 2012 at 13:11

If they refuse to replace the door, replace your door handles with HOPPE PAS24 handles - they're very difficult to remove with force.

I'm also surprised the locksmith didn't use a much simpler method of removing the lock...