Goods damaged during delivery

[diy_fun_uk]

Just had a washing machine delivered and installed. Team were polite and professional, no complaints there. However after they left I noticed a small dent on the front I can't say for sure however it's possibly happened during installation. I did hear the guy let out a sigh at one point, he's maybe noticed it. It's half way up on the right outer side. Could even have been the installers knee as he maneuvered the machine into the space as it's that sort of height and washing machines can be a bit of a nightmare to get in.

Sure, the dent might have been there beforehand, however I suspect many of these things happen when the goods are unboxed, carried into the house and installed. It's annoying because if it had been smaller I'd probably just have lived with it, also it's the hassle of arranging a replacement. I've contacted the retailer however they advise I need to wait 24-48 hours to allow the order to clear 'delivery' status and then try again. They have however advised it will be replaced hopefully with a day or two after the exchange process is instigated.

Personally I think in this day and age they should have been able to arrange this without me having to contact them again. Anyways, just wanted to share my mini-disappointment with you

 

[HERTS P&D]

They will offer you a 10% discount or replacement.

Andy

 

[diy_fun_uk]

They will offer you a 10% discount or replacement.

Andy

Hopefully I'm within my legal rights to request a replacement even though the damage is cosmetic. Like I say, a smaller dent I'd have lived with and tbh it's not a massive dent, but my eye will be drawn to it every time so I'd rather have a replacement as oppose to 10% off, which is only circa £25 given the machine wasn't an expensive one.

 

[HERTS P&D]

We had the same issue with an American fridge freezer, the door was damaged where they used a trolley to bring it in. I called the office and sent in pictures. Their choice was a 10% discount or replace the door skin or replace the complete unit. I went for a new door skin and it was replaced within 10 days.

Andy

 

[diy_fun_uk]

We had the same issue with an American fridge freezer, the door was damaged where they used a trolley to bring it in. I called the office and sent in pictures. Their choice was a 10% discount or replace the door skin or replace the complete unit. I went for a new door skin and it was replaced within 10 days.

Andy

Now that I take a closer look I see what looks like a very slight indentation at the other side, same height. I think what's maybe happened is the installer has used his knees to help push the machine in, it's too much of a coincidence having a dent one side and a slight one at the other side. I had a quick look online and I think consumer law and most retailers own terms dictate a complete replacement must be offered if damage is reported within x days, so hopefully I won't get the runaround!

It's frustrating cause a bit like your fridge freezer, the item has been fine out of the box, you're then left with the hassle of arranging repair/replacement.

 

[johnny2007]

Didn't they use a bit of fairy liquid to let the machine slide smoothly into place?
I thought that was a well known trick.

 

[diy_fun_uk]

Didn't they use a bit of fairy liquid to let the machine slide smoothly into place?
I thought that was a well known trick.

Tbh not sure, I didn't want to stand over them and I'm always conscious about not telling people how to do their job so-to-speak. With hindsight, I could just have asked them to bring it in and install it myself, however I'd paid for install and uplift of the old machine, and if I installed it myself they might have an 'out' re offering a replacement as they could say I maybe did it myself.

I remember watching the guy install a machine at mum's and he held it under the opening and kind of counter-balanced it against his knees to lift it into the space. I reckon this guy's done the same, however it's created dents on mine No doubt the metal is paper thin so no great surprise. Like I say it just frustrates me to think the machine was possibly in A1 condition ... until he moved it back into the space.

 

[Dangee]

It might be strap marks from being secured tightly in the lorry or when on a trolley. Same height it seems plausible.

 

[diy_fun_uk]

It might be strap marks from being secured tightly in the lorry or when on a trolley. Same height it seems plausible.

In this day and age, these teams (I don't envy them their jobs) should have soft packers etc to ensure the appliance isn't susceptible to dents once out of the packaging when being secured to a trolley or moved in general. Surely (we can put a man on the moon ... or can we ) there could even be a device to make it easy for them to slot appliances into spaces without having to lift them this way and that.

 

[johnny2007]

Machines have 2 inch thick polystyrene along all 4 edges, so impossible to dent them with a strap.

 

[Dangee]

Last washing machine I fitted was a nightmare. Big house but they had the utility room on the second floor. ****ing Miele 95 kg!!!!!!!! I just layed collapsed on the floor in a pool of sweat for 10 minutes after getting it up there.

 

[Dangee]

Depends on the door openings Johnny. Sometimes you have to strip all packaging to get them through

 

[sircerebus666]

Sounds like the washing machine company are getting it sorted for you quickly and without fuss though which is no bad thing

 

[ReganAndCarter]

Yes, shallow dents on front of washine machines and sometimes fridges are usually where someone has pushed it home with their knee. Worse on w/ms because they're heavy with block of concrete in bottom to stop it moving when spinning. Seen it happen before. I always open the door and push with hand on bottom of door opening. Quite strong there. As above - squirt of Fairy under machine's feet is your friend.

 

[diy_fun_uk]

Yes, shallow dents on front of washine machines and sometimes fridges are usually where someone has pushed it home with their knee. Worse on w/ms because they're heavy with block of concrete in bottom to stop it moving when spinning. Seen it happen before. I always open the door and push with hand on bottom of door opening. Quite strong there. As above - squirt of Fairy under machine's feet is your friend.

The challenge I have is, assuming they agree to a replacement (which they indicated today they will) do I risk entering into the 'telling you how to do your job' category with the delivery team and advise them I'm happy to put some washing up liquid on the floor so machine can be pushed in more easily. And do I go even further and say the dent might have been caused by last machine being pushed in. I don't usually like doing this (I leave tradespeople etc to do their job) however it might ensure the installation team take a bit more care? I'd hate for them to leave after the second machine's delivered only to see dents in the same place!