Installer Advice
THE CUSTOMER IS NOT ALWAYS RIGHT’ Richard Renouf
It’s not often I get asked to inspect an installation that is more than five years old. In this instance I was sent a copy of a report which had already been completed by a Chartered Surveyor which provided a long list of ‘faults’, and at first glance the request seemed to be a waste of my time and the client’s money. But the retailer’s solicitor was persistent: ‘We don’t think this is as bad as they’re making out, and their claim is for all their money back, the cost of a complete new bathroom and the kitchen downstairs, and more besides.’
I read through the paperwork and there was a lot! I noted down all the allegations the customer made and then called them to arrange a visit. When I arrived and parked my car I noticed that the house was one of a street full of identical properties, so I played a quick game of ‘spot the difference’ before getting out of my car. Where was the soil stack and the external wastes? Were they different on other houses? It’s surprising what you can learn this way. Once inside, I worked systematically around the bathroom, checking each fitment or feature
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