customer complaint

[Daveyboy]

..when did the tile fixing industry introduce a quality to cost sliding scale that is acceptable to work to ?

Hi Spanish..I think you have misunderstood Sean and my thread..the tile fixing industry clearly has not introduced a quality/cost scale..however, if the matter was to go to court, then one of the things the judge will be looking at is whether the quality of workmanship is reasonable to the price agreed..it's got nothing to do with industry or personal standards..Trading Standards will tell you the same thing..I have no idea what the agreed price was and, therefore, cannot comment whether the standard of work is/is not reasonable..if I was the judge (it's a Southern court so prices are higher) and if the price (excl mats) was £10m2 or more, then I would say the standard is unreasonable. if it's between £0-8m2 then reasonable and if it's between £5-10m2 then it's borderline and would choose the party that had been the most cooperative throughout :dizzy2:

Personally, if I or one of my lads had done that tiling, it would have been straight back up as soon as I had spotted it, together with a very severe bollocking (if it had been one of my lads) regardless of how much I was charging..If the tiles got damaged, I/my lads would also pay for the replacement tiles, even if it meant redoing the whole room..my reputation is far more important than going to court over a few offset tiles and a bit of lippy...

 

[Thespanishtiler]

agreed daveyboy.

it just gets my back up when people use the excuse of what the customer payed to justify doing a poor job.

 

[Fekin]

I don't think having different quality of finishes depending on how much you charge for a job will do you many favours in the long run.

You can't really expect many people to agree with you over a point like...

charge £10 psm and leave tiles with lips and out of line

vs

charge £30 psm and do a propper job.

No matter what you charge you should always aim to do the best possible job, and be ready and willing to take action to fix any job that a customer has a perfectly valid point in complaining about.

 

[Daveyboy]

Have to agree with you there Fekin but the legal system will always use a scale for measuring things..take speeding..would be a real bummer if you had your driving license taken away for a year, every time you broke a speed limit..

 

[nickj]

"I think the work is good enough for what for what I have charged. The substrate is fine as its a new build and I personally laid marmox board down first. I used the best materials and the floor is never going to fail, its just not quite perfect but its good for what he paid.

Sorry but this is probably the worst argument, when you quoted the job, did you say that the quality was based on the price and give them an option to pay more and have a better finish?. You took the job on at that price after looking at it, if you were unhappy with what they were willing to pay then don't do the job.

Take everyone's advice, I wouldn't be happy with it, it needs to be remedied and you will come out with a better reputuation for it.

 

[Gazzer]

Maybe more details would help so as opinions could be fairly based.
Was the sub floor in satisfactory condition to tile to?
Were there any issues with the tiles ...re sizes etc?
How big was the area ?
What price was the job, inc all materials?
Did you do the job for the home owner or a builder ?
Who did you give the quote/estimate too and did you raise any issues ?

As i said before, i am only going on the info given by yourself and the photo provided.
On taking a closer look at this photo i see a number of issues i would pick up on.
The lippage which seems to be an a couple of tiles.
The joints out of line.
The grout at the bottom of the photo looks inconsistant.
The cuts in the door war are not the same size ( yes i know a carpet trim will cover, but this is something else the client could use against you).
In both corners of the floor it looks as if grout has been left on the skirting ?
Maybe the camera shows a different story though ??

 

[CJ]

Picture has gone :yikes:

 

[diamondtiling]

Mrs T has gone very quiet........

hello............hello.................HELLO!!................


:computer:

 

[nickj]

Picture has gone :yikes:

Nope I can still see it on page 1 unless there was another?

 

[diamondtiling]

page 1 at the bottom, how many have you had CJ??

:8::8::8:

 

[Fred]

Just fix the complaint and move on............:yes:

 

[LM Ceramics]

theres so many post on here now but here goes mine

regardless of the price a a1 finish should be achieved everytime its not the customers fault on how much you charge as for the picture i cant tell to be honest its a poor picture and pictures never tell the full story. The fact that you charged her next to nothing doesnt excuse a poor job if the customer has picked on something then it should be rectified it will only harm your reputation and for the sake of a few lippage tiles is it worth it.

only your reputation is at stake but it sounds like your not bothered to be honest

 

[Olz]

Mrs T has gone very quiet........

hello............hello.................HELLO!!................


:computer:

Im sure she is considering her options or even out working, I appreciate as im sure Miss Tiler does, everyones advice and constructive critisim, whether she agrees with the majority or not this WILL NOT become a witch hunt and im sure she will reply when she is ready, please bear this in mind.

PS. The broadband should be back on in 4 days and counting :hurray::hurray: