A visit from the Installations Manager

On Friday last week the Installations Manager rang me up to say that she had received Fitter 2's report, and arranged a home visit for Wed 18 June 08 to check the comments made in that report with a view to assessing Fitter 1. She asked how his manner was generally, to which I replied that he seemed ok, although my partner had overheard his colleague question a number of things he was doing. You can't stand over people though - there's always an element of trust involved isn't there.

What concerned me at the outset of our conversation was that the primary objective of MFI would appear to be their own internal investigation around resource issues. In a customer-facing environment, their first priority should be to address the customer's complaint which as far as I'm concerned is product related! in that the kitchen in its present state is sub-functional, sub-standard and meets neither expectations nor requirements. And another 3 months wait to resolve the situation is unacceptable.

I raised this again when we met today. My concerns were taken on board and I did feel that she went on to conduct the visit from the Cust Sat angle rather than HR. I was given the verbal assurance that the remedial work would resolve all the points on the snagging list, and she would try to get a fitter to us within 4 weeks.

She was here an hour & a half, we went through every detail of the list I had against what Fitter2 had written. I asked for a copy of his report, along with the electric & gas certificates. She offered a refund on the sink so we could be responsible for sourcing our own, said she would email me the list of remedial work that MFI intended to do and said that MFI would pay for a replacement worktop which we would have to arrange with our supplier.

All in all, a positive experience. [yay!]


Footnote : I had to laugh re the sink. I pointed out that the water was ponding on the drainer, and her response was that (as she apparently tells a lot of people when they say the same thing) the draining board is just for pots to drip onto, it's not meant to take the water anywhere in particular... !

Well, there's something I bet you didn't know about sinks, and from an industry professional, so it must be true. :-P

nb. There has still been no communication from the branch.