What are my responsibilities?

[IND_Nick]

I would agree with above about it possibly being a manufacturing fault. However a lot of manufacturers seem to spend more time finding fault with anyone/anything else. I often wonder whether the warranty is worth it as they always seem to blame the installation, sometimes justly sometimes not.
I would definitely try to keep communication open and explain you are in contact with the manufacturer, if it goes further the fact you have endeavoured to resolve goes a long way. My only concern would be as you charged for 'supply and fit' it may be the contract for the customer is with you and not the bath manufacturer, hence your responsibility. While hindsight is a wonderful option, especially with particular customers I would always supply them with a materials list and let them deal with it directly. That way failed deliveries/damage/change of mind etc is not on you.
Just remember it is a business you now run, deal with it in business hours, professionally and try not to let it effect other jobs or out of hours time.

 

[Chuck]

One of my worries about jumping too early, is that if l just go ahead and buy a new bath and fit it, and then the supplier or manufacturer agree to replace the faulty one, then I have a bath at the customers address ( which they will highly likely refuse to take delivery of anyway) that l cant do anything with!

Your contract is with whoever you paid to supply the bath. This is likely to be the stockist not the manufacturer who will normally be involved only as a matter of courtesy. If the manufacturer is not being helpful, you have to tell the supplier in writing that the bath they supplied is being rejected because it is of unsatisfactory quality. If they refuse to replace it you can sue them.

Although you'll have a winnable case expect to have to spend the equivalent of a couple of days seeing it through. (Collecting evidence, sending recorded delivery statements of claim, etc.) You need to make a business decision about whether this is a good use of your time and, unless the bath was very expensive, it probably isn't.

Local FE Colleges often have a "Setting up your own business" course that you can take as evening classes. They are not expensive and, if you haven't already taken one, you might want to see if there is one in your area.

 

[PPCPLUMB]

As update
The customer started making very unreasonable demands via email, despite me only being given less than 3 weeks of toing and froing with the supplier of the bath, trying my best to get a replacement.
I finally offered the customer 2 options, as they were getting nastier and more persistent, threatening trading standards and legal action etc...
I offered a refund of the bath plus 25% so they could purchase a bath of their choice and l would fit it for free, or a refund of the bath plus £250 so they could pay a Plumber of their choice to refit.

Neither of these options were suitable, they are demanding the price of the bath plus 25% PLUS £600 and they want it in cash because apparently l cant be trusted with their bank details....

To put it into context, this bath is useable, it doesnt leak, the air bubble wasnt there when l left the job...

What next, let them take the legal route as lve offered a resolution???

 

[ShaunCorbs]

Beat them to the punch Get trading standards involved yourself you’ve been more than decent

 

[PPCPLUMB]

I would agree with above about it possibly being a manufacturing fault. However a lot of manufacturers seem to spend more time finding fault with anyone/anything else. I often wonder whether the warranty is worth it as they always seem to blame the installation, sometimes justly sometimes not.
I would definitely try to keep communication open and explain you are in contact with the manufacturer, if it goes further the fact you have endeavoured to resolve goes a long way. My only concern would be as you charged for 'supply and fit' it may be the contract for the customer is with you and not the bath manufacturer, hence your responsibility. While hindsight is a wonderful option, especially with particular customers I would always supply them with a materials list and let them deal with it directly. That way failed deliveries/damage/change of mind etc is not on you.
Just remember it is a business you now run, deal with it in business hours, professionally and try not to let it effect other jobs or out of hours time.

I always offer the " supply a list of what is needed and let the customer purchase " but this customer insisted they werent very good on the internet and wanted me to supply everything. Theyve now started questioning why if l charge ?£s per day, did they appear to pay £600 too much for the bathroom fitting
I explained that in a case of supply and fit, many hours are spent searching, sourcing, ordering etc, and unfortunately the customer has to pay for the service, afterall they were offered labour only terms and refused them...

 

[ShaunCorbs]

Sounds like it was going to end up this way in the end even if the bath was fine

 

[PPCPLUMB]

Beat them to the punch Get trading standards involved yourself you’ve been more than decent

And report what ?? They are obviously trying to threaten me into giving them alot of money, when lve offered to refund and refit but want more, could it be classed as blackmailing??

 

[ShaunCorbs]

You want an independent evaluation as you’ve tried your best to resolve it

 

[PPCPLUMB]

You want an independent evaluation as you’ve tried your best to resolve it

And l can request that through trading standards?
And in the meantime, do l have to reply to every email they send? Its nearly daily....

 

[Ric2013]

I don't think it's worth answering such emails punch for punch. Whatever you have charged on the invoice for the bath is the cost of that material. Show yourself reasonable, do it right as best as you possibly can, consult a solicitor if need be as to what reasonable would be, and if they actually bother to take you to court, so be it. They can only win a court case if you have not done your legal duties (your responsibilities, as you correctly put it), not just win because they are still dissatisfied.

As for expecting cash, that is reasonable if that is how they originally paid you, but you need a receipt then. Quite what you would do with their bank details (name, sort code, and account number) apart from pay money in is beyond me. (Try going to Tesco and paying by card and then expecting a refund in cash and see how far that gets you). You don't need to justify all this. You can merely say that you will offer the refund by the same method it was paid to you as that is your policy. If that isn't good enough for them but it's an offer that is within the rules of the law (which I expect it is), then how are you being unreasonable?

You can't please some people all of the time.