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    Returning A Faulty Tap To B&Q

    Hi, I need some advise here. We bought the following tap from B&Q in Livingston in January 2012.

    diy.com/dep…prd

    The tap came with 5 years Guarantee. Unfortunately the tap has now started dripping water & is also making whistling noises as well.

    Unfortunately we don't have the original receipt or the box. We went to B&Q along with the tap & explained the situation to the customer advisor & they said they can't help as their records don't go back as three years & we need to ring customer support team on 0333 0143357.

    I really don't know that where do I stand but I do know that Sales of Goods Act 1979 can help us.

    Can anyone shed some ideas that what shall I do in this situation?

    Thank You.

    21 Comments

    Ring the number! they haven't fobbed you off by telling you to contact the manufacturer just to ring the b&q central customer service.

    B&Q are one of the worst in helping customers with faulty products (in my experience). You really need to find a bank/credit card statement with the B&Q purchase (even if you bought other things at the same time, you will have a purchase to show the date). Can you remember the exact price of the tap? If you paid by cash, you will be fighting a losing battle. If the tap is not a B&Q brand, contact the manufacturer directly - you'll probably have better service.

    Change the tap washer , should take 1 min and cost about 20p - turn supply to tap off first ! . Probably like a car the guarantee wont cover wear and tear (things like tyres ,brake discs , tap washers etc ) . It is nearly 3 years old !
    Edited by: "rogparki" 9th Dec 2014

    Will it go Hot or will it go Cold? Oh hang on wrong section.

    rogparki

    Change the tap washer , should take 1 min and cost about 20p - turn … Change the tap washer , should take 1 min and cost about 20p - turn supply to tap off first ! . Probably like a car the guarantee wont cover wear and tear (things like tyres ,brake discs , tap washers etc ) . It is nearly 3 years old !

    if only most taps use ceramic cartridges these days.

    Original Poster

    Thank you everyone for your responses.

    We paid in cash otherwise I could have got my credit/debit card statement.

    The tap is manufactured by FRANKE (www.franke.com)

    jamilayz

    Thank you everyone for your responses.We paid in cash otherwise I could … Thank you everyone for your responses.We paid in cash otherwise I could have got my credit/debit card statement.The tap is manufactured by FRANKE (www.franke.com)




    There's your problem. We had a Franke. It went the same way. Franke are a complete waste of time, they don't answer emails and their phone support is only for the trade. It's almost impossible to get replacements for their ceramic cartridges.

    In the end we just threw it and had a whole new tap fitted.

    Original Poster

    I will try my luck with B&Q & Franke Customer Services later on....

    Check your water pressure. If it's too high it will damage ceramic valves, I believe they're rated up to 5bar.

    Original Poster

    Our system is unvented. The pressure is 1.5 bar.

    No receipt and paid cash then you will get no joy from B&Q. They used to be great as long as you wanted an exchange and not a refund. They changed this policy about two years ago as people were taking the p$£%.

    We had a similar problem a few years ago we contacted the manufacturer and they sent us out some new ceramics and a couple of spares. If you can give them the model then they will know roughly how old they are. Ares were made by bristan

    Banned

    I have a faulty tap I got from there too. Didn't keep the receipt grrr. Will have to check my bank but won't they want to see an itemised breakdown as proof?

    Original Poster

    Spoke to Steven Gordon at Franke last night & to be honest he was one of the rudest & nastiest person I have ever come across. He simply didn’t wanted to help & even said that I can take them to court or report them to West Lothian Trading Standards as they are not bothered about Sales of Goods Act 1979. I tried to be reasonable with him but he couldn’t care less. In the end he said that just buy a new valve & the problem will be sorted.

    B&Q customer services are the same as without receipt they don’t want to listen to you so no joy there even promised a callback from a supervisor but nothing.

    Shall I go ahead & order a replacement valve for the hot side?
    But now I have discovered that this tap is suitable for low pressure system only but ours is a unvented high pressure system.

    Any suggestions? Thank You.

    There's no excuse for him being rude but look at it from B&Q/Franke's point of view. For all they know, you could have lifted the tap out a skip. You need proof of purchase which you don't have.

    You will either have to replace the valve or get a new tap

    if you had proof of purchase then im sure lots of things would be easier for you. where I work you cant process a refund without receipt. with a bank statement or similar that needs to be sent to head office for processing

    Original Poster

    To be honest I know I am in a bad situation but the person at Franke was very rude as I was just looking for options. I brought the Sales of Goods Act 1979 only in after he became a bit aggressive.

    The B&Q advisor was very apologetic.

    Other option is if b&q still sell the tap purchase it remove the part you need return tap and say part missing job done. I know I will get slated for saying that but sometimes you have to resort to being underhand as no one wants to help

    Original Poster

    They are still selling the same tap but I really can't do that.

    Original Poster

    Thank You Everyone For Your Input.
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