Hi David

I believe the job you are relating to is R18311 Van De Watt 16 Williams Lane SM4 6EY

The summary that I sent to Sally on Saturday 25^th July (a few hours after I did the inspection) is attached below

 

I have sent pictures & video to your whatsapp that I took once I had sanded the rough & damaged paint off the doors

What Martin Gale thought was a pole mark in the loft bedroom was actually a line fault (Sally was dealing with Cormar to arrange a replacement carpet)

I did originally discuss that factories normally go for an allowance first but this was dismissed out of hand immediately by the customer whilst I stood in the room

 

I don’t think there is an en-suite bathroom but I definitely sanded down some damage to a bathroom door (Video shows this as there are tiles inside the bathroom)

My voice over on the video does say that even after I had sanded the worse bits off that some touching up would be required

 

I thought that I had convinced the customer not to get the decorators back as the damage that remained could be touched up & Anton (Customer) was possibly going to do this himself?

 

When I left the job, I though that I had restored some faith with the customer & advised that Sally would get on with ordering a replacement carpet & also discuss the decorating issues with them.

I even left Sally a message to advise to contact them first thing on Tuesday when she was back at work (Off Monday) to nip this in the bud so they didn’t stew over it!

 

 

Not sure what else I could have done to rectify matters

 

Hope that is of some help anyway

 

 

Colin

 

 

 

 

 

Hi Sally

As briefly discussed over the telephone I attended the compliant on R18311 Van Der Watt this morning and was there for about an hour!

 

1)     The carpet is a bit proud & lumpy on some of the stairs and I explained that we would undertake a warranty call up to 3 months free of charge & have notified Martin Gale by Whatsapp/text that he will need to go back at some point but advised the customer to let the carpet settle for another few weeks or so. They are OK with this.

 

2)     The damage to 3 doors is where Martin has folded carpet over to poke under doors and backing of carpet has shredded the paint. I had to admit to customer that common sense should have prevailed & doors should have been removed. It would have been easy to take them off as the doors are all brand new with 3 x parliament hinges on each door & not caked up with old paint!!

 

 

3)     I have sanded the bottoms of 3 x doorways with P120 grade sandpaper (from my Garage) and it has vastly improved matters & I believe I have convinced the customer not to get the decorates back but he may touch up the small parts where paint is now missing himself?

 

4)     What Martin Gale thought was a pole mark in the top floor bedroom is actually a manufacturing fault – a line fault / low row of tufts that may also improve in time but I have again advised the customer that we need to go through the motions of a complaint form & possibly an independent inspection etc. but I would suggest to fill out the attached Cormar complaint form & also speak with Rob Shergold & DG as he may authorise a replacement on the images that I have sent you. The customer is not the least bit interested in an allowance!

 

5)     I have sent pictures to your mobile phone Whatsapp of the 3 doors that I have now sanded down & you already have the before photos of the door damage from the customer to compare the before & after difference.

 

 

If you can get onto this one quickly, as I advised your customer that we would nip it in the bud and try to conclude matters swiftly

 

 

Many Thanks

 

 

Colin