Warranty Denied
Warranty Denied
Bought a wall-hung Grohe toilet system. The toilet seat hinge broke when I opened lid before fitting and with no weight or force applied. Most likely as a manufacturing fault, as it wasn't accidental or deliberate. The seat when fitted also 'rocked' as wasn't flat. ManoMano passed this to the supplier. I received an email from Graval-Haus C.Services.
They made more than one reason to refuse supplying a replacement lid and no compensation was offered. My claim was rejected.
Reasons were, I didn't install immediately after purchase!!! Secondly, they said it was broken accidentally which they don't cover under warranty. Thirdly, they said the seat rocking was due to the "floor level" which is impossible as it's a 'Wall Hung' toilet, therefore is suspended off the floor.
The seat had 2 yrs warranty, the frame 10yrs and the pan 25 years warranty. I was well within the time period from order for the seat.
Another matter was discovered. They had advertised it as a Grohe (superior brand) and that's what I was led to believe. In fact when I approached Grohe who were a lot better to deal with, it wasn't their toilet pan or seat; they suspected it to be Trade Taps, an inferior brand. I believe I've been mis-sold under Trade Descriptions Act.
I then contacted ManoMano. Agent called Loick also rejected my claim. They agreed the time period was not an issue, but they say the fault was not a manufacturing fault. Loick seemed to believe that the necessary opening of a lid which broke due to a weak and unfit for purpose hinge, is not a warranty issue.
I'm now having to take matters further with a dispute resolution firm, then Trading Standards and then if necessary legal action; all over a toilet seat!!!
I have used ManoMano before, shower tray which didn't arrive. ManoMano chased it for me. It delayed the project. When it arrived it had missing drainage parts. I was out in touch with the courier and he sounded highly confused. Next week the missing parts arrived. Congratulations to ManoMano on that occasion for chasing for me, but warning about supplier problems!
Based on my previous experience, I had expected better with the toilet system, but they backed the supplier (wonder if they are the supplier like Amazon are sometimes the actual supplier) 100% makes me very suspicious.