From: Tony Pearson [mailto:t_pearson@hotmail.co.uk]
Sent: 24 January 2011 21:03
To: XXXXX@utsumi.uk.net; XXXXXX@astracast.co.uk
Subject: order number: 10229685 (10/01/11)
Dear Sir/Madam
I write to both Taps UK (retailer) & Astracast (manufacturer) regarding an Astracast Korona (1.5) sink recently ordered and received.
The sink was delivered last Monday 17th January to our home address: 246....
The sink remained in its box until our kitchen fitter opened the box to install on Friday of last week.
When we returned from work, among other things our kitchen fitter advised us that there was a slight leak from the small centre sink and not to use until he had checked all the piping on Monday when he came back. What he hadn't noticed as it is not immediately visible is that there is a crack along one side of the centre sink. You can just about see what looks like a small scratch but when you feel this it is actually a much more significant crack, which is of course causing the leak and is therefore unusable.
When the kitchen fitter came back on Monday morning I pointed this out to him. After discussing the installation process I am satisfied that this damage could not have been caused by the installation.
I initially called Taps UK and was told, 'as it has been fitted you would need to speak to the manufacturer'. I contacted Astracast and was told that as it was fitted they could not accept responsibility but I did have 12 months come back on the retailer.
Following both conversations the best suggestion I got was that I could pay £125 direct to Astracast for a replacement sink. A positive gesture but I am afraid that I simply cannot accept that a ROK sink which comes with a 20 year manufacturers guarantee should cost me an extra £125 when it arrives damaged.
I did not wish to hear 'you should have checked it before it was installed'. First of all, why on Earth would I expect what is supposedly such a robust product to be damaged in such a manner. Not only this but a professional kitchen fitter didn't even spot the damage initially and so this damage was basically undetecable until installed. Its a bit like spotting a mechanical issue with a car before having driven it!!
Could someone from either company please contact me on 07970 463837 today in order to advise how I go about receiving a replacement sink. I am very happy for someone to inspect said sink before a replacement is agreed as suggested in the manufacturer's Guarantee Registration & Customer Care Card.
May I add that I also asked Taps UK after placing my order online if I could (1) pick the sink up as I happened to be driving between Yorkshire & South Wales and therefore passing Bromsgrove on the M5/M42 junction, to which they said no because they can't have customers on site. I only wanted to go where the collections are made not come shopping, and (2) have the sink delivered to the workplace where they could have handed the sink to my/my partner's hand but this was also apparently impossible and they would rather deliver it to an empty house ten miles away! As it happens, our kitchen fitter was there to take collection, another thing which gave us less chance to give the sink what should have been an unnecessary examination.
I eagerly await a helpful response. Please be aware that I do have meetings today and so may not immediately be able to take a call but please leave a voicemail and I will get straight back to you as soon as I become available.
Tony Pearson.
PS. we are very pleased with our tap.
From: XXXXXX@tapsuk.net
To: t_pearson@hotmail.co.uk
Subject: RE: order number: 10229685 (10/01/11)
Date: Tue, 25 Jan 2011 11:00:34 +0000
Hello
Thank you for your email
I have spoken to Astracast this morning and they discussed this situation.
Unfortunately as the item has been fitted, TapsUK are unable help any further with this as any item fitted falls under the manufactures guarantee
The Astracast representative i spoke to informed me they would contact you to let you know what they can offer
Many thanks
Regards
Daniel Ely
Communications Manager
From: Tony Pearson [mailto:t_pearson@hotmail.co.uk]
Sent: 28 January 2011 12:47
To: XXXXXX@tapsuk.net; XXXXXX@astracast.co.uk
Subject: RE: order number: 10229685 (10/01/11)
Hi Daniel
Thank you for your email and thanks to Taps UK for once again washing their hands of a customer who needs assistance.
I have not replied sooner as I have been awaiting a call from Astracast, which I'm not stunned to say, I have not yet received.
I am aware that I have a 20 year manufacturers guarantee on a product that didn't quite make it to 20 minutes so I will obviously be having a conversation with Astracast as soon as their obviously very busy work schedule permits time for someone to do something as outlandish as contact a customer. However, as the retailer, you need to be aware that my preference would now to be refunded for the sink as we would rather purchase a sink elsewhere. A refund would come from Taps UK as it was Taps UK whom I paid for the sink. If I sold you a pair of Nike trainers and you got home, put them on your feet and found that there was a hole in them, I would presume you would bring them back to me rather than pursue Nike to complain about the standard of their Indonesian child labourer's stitching. (This is a metaphorical shoe shop by the way).
You are very welcome to come and collect the sink once we have a crack free new one. I would return it to you myself but you don't allow customers on site.
Could you please make arrangements for a refund/collection or replacement sink with Astracast and get back in touch. I am happy to receive information via email as it is easier to collate the number of times I get told, 'I'm sorry dear customer, we have your money and no longer give a shit'.
Much obliged
Tony - 07970 463837
Hello
Thank you for your email
I have now confirmed with Astracast that they are now sending out a new sink for you
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