Hole in new carpet, shall i demand a complete replacement?

[D1nhs]

Hi guys, just had new carpet installed on the weekend.

Just noticed that there is a hole approx size of a 5p in a visible area. The 'fur' covers it but you can notice it if you looked.

The company has offered to send a rep out to assess it, just wondering if it can be repaired, if so will it be like new, or still weak in that area?

Im thinking of demanding a whole new install in that room, is that a bit OTT? Are these holes common?


Sorry if these questions seems silly, my first place and first carpet purchased

 

[joe-90]

You wouldn't have ordered it if you know it had a hole in it. You wouldn't buy a car with a big scratch on it.

I'd say I wanted what I paid for - a new carpet in perfect condition.

I don't think that is unreasonable.

 

[topgazza]

Yep...replacement of the whole carpet. Don't accept any compromise..including a repair.


"I'd say I wanted what I paid for - a new carpet in perfect condition. "

Exactly.....

 

[D1nhs]

Thanks Joe Gazza

 

[Diyisfun]

If its covered by furniture & you dont think it will always be, why not see how much they will allow you.
Not knowing how much you paid & the quality/size.
I think all we can do here is give you advice & you can then decide your course of action.
For example £2000 carpet in living room, they offer you £1000 to keep it
or offer you £100, big difference.
Remember they will get full money back from there supply & they will have to pay there fitter, these are the costs to them.

 

[topgazza]

Its still the principle of paying for something new and not damaged. Especially as its right in the middle and "I" would know it was always there. It will get worse as well as it gets walked on and hoovered. Its a bit like Steve McClaren...anything flawed from the beginning is never going to improve.....although, unlike Steve, this one won't go away.

 

[D1nhs]

Yes true, i was thinking they would try to buy their way out too. Just that this will not be covered by the bed, but right next to the bed which will be walked on regularly.

The area already seems fragile so im going to push for a replacement. Unless we get an offer we cant refuse 50% back etc


Wish me luck!

 

[topgazza]

Good luck indeed...although you shouldn't need it...the law is on your side. They'll replace it...the fitters are as much at fault for not refusing to fit it. Although, to be fair, they generally get the short end of the fitting fee but its still no excuse

 

[mattysupra]

many carpets have holes in when made. This normal. If the machine making it snaps a thread you will end up with a hole. You will be amazed at how common this is.
How ever. The manufacturers have people stood watching for when this happens. When it does happen they do REPAIR the hole and then start the machine off again. This is normal. But by the time it leaves the manufacturer it should be fault free!
You may find if it is a good quality carpet that the manufacturer will send some one out to repair it. If it is cheap quality they will just replace it!
You might want to argue for a replacement carpet but you may end up with another carpet that may have had many repairs.
Now if the hole has been caused by damage then they will replace the carpet and wont repair.

 

[topgazza]

The reasons may be varied Matt but his consumer rights make it his decision on whether or not to accept a repair or replacement. Especially as he's only just had it laid.

Regardless of how much I paid for a carpet I would be requesting a replacement. Especially as the hole is right in the middle. Most professional carpet sellers replace....even people like Carpetright.......

 

[mattysupra]

its down to the manufacturer what happens as it might not be classed as a Fault as such! But as i own a retail shop as well i dont always agree with what they say and always try to keep the customer happy. But if it is not damage to the carpet and a tufting problem you might find they want to repair it. Its like you buying a new car and somebody forgetting to fit a bulb in the head light! You dont get a new car, just the head light bulb fitted.
If you visited a manufacturers and seen how they make the carpet you would then understand that this is a normal process. But i agree that they should not send the carpet out like this. What i was trying to say tho is that this is really not a problem at all if repaired or should i say - the manufacturing process finished.
I'm going to guess they will change it tho.
And going back to the example of cars - I'm also a partner in a paint work shop that has a contract with local ***** dealer. You would not get your breath what we paint and re pair on brand new cars being sold to the public!

 

[topgazza]

Tell me about it. I know a certain Merc dealer who gets the, regularly, damaged alloy wheels on new cars repaired locally. Mind you its a great job and you "can't see the join".

I know what you mean about carpets though..they can be invisibly repaired, depending on the weave. Its a fair option but it is an option and not one the customer has to accept. Its all about negotiation of course..and the attitude of the retailer.

I used to hate it when things went wrong on the IT systems I used to manufacture and sell. It was always the customer who lived in Aberdeen and not down the road. It was usually the fuse in his plug....

 

[D1nhs]

Thanks matty/gazza, yes makes sense, it doesnt seem like damage, just a hole. Also its in the middle of the room, so very unlikely that the fitter damaged it.

That said im going to still push for a replacement unless they 'Show me the money!'

Its booked in for Thursday, so ill let you all know how i got on.

Cheers

 

[trim67]

Is it a hole right thru to the underlay or is it tufts/yarn missing and you can see the backing material? If a hole then go for a replacement as its in a main walk area, unless the allowance amount is tempting, but don't forget joins are put in walk areas and last the life of the carpet. If tufts/yarn missing then I know that the manufacturers used to have the right to rectify a minor default (check out sale of goods act - it might have changed). With regards to an allowance, don't forget the price of your carpet would have been including underlay, grippers, uplift, fitting, bars, furniture moving, etc (delete whichever you didn't have) so the retail cost of your carpet maybe quite low compared to the total and the manufacturers will normally offer an allowance based on the cost price of the carpet. Some retailers will double the offered allowance tho on a £1000 carpet it may only equate to 10%.

 

[D1nhs]

Hi Trim67 thanks for the info mate, lots to consider there thanks.

Yes the hole is missing yarn/tufts, and your right about the value of the carpet, i didnt think of it this way. At least i know not to expect too much, although im still going to really push for a decent settlement.

Ill be most happy with a replacement.

The rep is coming round tomorrow morning, ill update the thread with the results


thanks again

SD