How would you have dealt with this scenerio....

sythai · May 26, 2011

Recent kitchen refit....

Looked at job all good, nice new CU twin RCDs, bonding all in place. And a circuit there marked up kitchen ring, happy days.

Carry out job all could, come to do final tests and RCD (crabtree) is knackered, tripping at >400ms with and without any load, swapped it over with the other one to prove and definitely a faulty unit.

Tried explaining this to the customer and they're weren't happy to pay the extra £40 for a new RCD, said it should have been stated in the estimate ! Great...

In the end just used one from my own van stock for the sake of being able to sign it off, but now I'm out of pocket.

In an ideal world it would be nice to carry out a full PIR first on all the potential circuits, but not always possible.

Different on a CU upgrade as I clearly state in my estimate any any underlying faults will be charged at £xx/hr + mats. Think it's time to update my T&C's again.

Any thoughts,

Thanks Sy

timo1 · May 26, 2011

Seems very unreasonable by your customer, after all an estimate is just that. Annoying, but hopefully you made on the job and the spare unit was an old one you had knocking around. I guess you could have conditions stating something like "All previously installed equipment must comply with testing regulations, or be brought up to standard at customer cost" or something like that, but its a shame people can be so difficult. If it makes you feel any better I've taken it on the chin a few times for parts, I just rely on Karma and the universe to pay me back!!

sythai · May 26, 2011

I just rely on Karma and the universe to pay me back!!

Like it....

Just updating my T&C's at the mo

truckster · May 26, 2011

It's tough one that, the touble is the custmer hasn't got a clue what you are talking about even if you explain it in infinite detail and the assumption is you are building the job up. Perhaps you could have got the board installer back to replace the RCd at his cost but as timo1 says sometimes you just have t take it on the chin.

Deleted member 26818 · May 26, 2011

What work did you carry out?
If you quoted based on the fact that the existing equipment was fuctioning, then replacing that equipment is obviously going to be extra.

telectrix · May 26, 2011

can you not take the faulty one back to supplier for credit?

robsparky1975 · May 26, 2011

Maybe get identical one from wholesalers,swop them)take it back late in the day and say job was cancelled,wholesalers will send it back to crabtree,they are not out of pocket neither are you and crabtree get their faulty part back,its a bit of a long winded way of doing it,but the best option i can come up with.

ukpablo · May 26, 2011

invoice them in the post, inform building control of the work carried out but dont issue cert! It will cost him more in the long if he or she wants to take it further? tell them that u will be contacting a small claims court for the payment?! call their bluff. i still have not issued a cert for a problem customer who has witheld payment for a similar problem, although i have informed building control of the work carried out, however they do not know this. its a game of double bluff. i stated that my terms and conditions do not state at what point i have to issue a cert for the work carried out. customer gave in last week after 6 months. realised that it was going to cost him more than the £60 he owed me for the replaced eqpt. Why should it come out of my pocket.!!!!!!!
it may be too late for u bud as u may have already sent the cert to them, however i will not stand there and be told how its going to be by somebody who is trying to screw me over for doing a proper job!

rocker · May 26, 2011

Unfortunately you're just going to have to eat the cost this time.

The customer is obviously a nob, but you need to either update your Ts and Cs or test before installation. All this taking back to the wholesaler business is a bit dishonest.........

It's a pain I know but unfortunately there are people out there who won't give an inch when it comes to money.

Oh, and also, never ever use the word 'quote'. 'Estimate' will do fine.........

Deleted member 26818 · May 26, 2011

A little while back I had to replace a quite new 40A MK MCB for a mate's shower.
We bought one from I think it was Focus, and I got him to return the faulty one the next day, pretending it was the one we'd bought, getting his money back.
As it happens we also bought a 16A for his shed supply, which turned out to be faulty and had to be replaced.

Mark_Burgess · May 26, 2011

If it ever happens again, issue your cert with the fault under observations, at the same time issue a danger notice.

mickys86 · May 26, 2011

No wonder focus has gone skint!! Haha

rocker · May 26, 2011

mickys86 said:
No wonder focus has gone skint!! Haha

Ha ha yea it's all your fault Spinlondon, you prat!

sythai · May 26, 2011

Really appreciate all your feedback, as you can see I was just trying to do a decent job but matey was obviously a prize knob

Have done the old returning trick before to the wholesalers.... but just took it on the chin this time, had one that had been kicking around in the van for a while.

Do want to get hold of some of those danger notices though, would be really useful - tried to find them before on the NICEIC website before with no joy, if poss could someone post us a link please.

Cheers then,

Sy

rocker · May 26, 2011

sythai pm me an email address I'll send you the PDF

robsparky1975 · May 26, 2011

I wonder wether the lovely people at crabtree might help,tell them the scenario,it must be an embarressment for them that their equiptment has failed,its a long shot but an email costs nothing,out of interest where/how is it best to get my t&c sorted,im a bit new to the business side of things.

Wiredspark · May 26, 2011

I think the wording of your "quote/estimate" is the essential part here. If your paperwork to the client says "quote" and doesn't have a clause for "if however in the event of..." then your snookered mate, your it for the new equipment. Check your paperwork, see where you sit and evaluate where they sit.
If you've notified them (in writing) of additional works being required before doing it, then you can persue them through small claims but, if you've carried out the work before speaking to them about the additional cost regarless of the wording then again you it's your cost mate. You'll just have to smile and say "thanks mate, thats your job done" and then under your breath curse and swear and kick yourself repeatedly, then smile again and think "everyday is a school day"