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andrewbnz

57 posts

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#167442 13-Mar-2015 16:18
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I had UFB installed on 13th Feb organised by my provider Myrepublic and the install was done by Ultrafastfibre (UFF) in Hamilton. The install its self is fine and I signed off to say I was happy with the work. 

However about 15mins after the installers had left as I was vacuuming the area they had worked I discovered 3 marks in the carpet by where they had been working which had not been there prior to their arrival. On closer examination the marks appear to be scorch or burn marks where something hot has caused the carpet to melt. The pattern of which would match a drill bit. 

I immediately contacted UFF to lodge a complaint which was handled promptly and professionally the arranged for someone to come out a few days later and take some photos of the damage. The person taking the photos said his field manager would be in touch. The next day the same person that had taken the photos rung and apologised for the damaged and asked if I wanted something done about it or if I was just bring it to their attention. I stated I would like it to be fix, to which I was told the field manager would be in touch. After a week of not hearing anything I rung the UFF helpdesk and was told I the field manager would be in touch.

After several missed calls the field manager left a message on my phone basically stating he had looked at the photos and from his point of view the was no way his workers could have caused that damage on the basis the drill bit would have to be removed from the drill 3 times for it to have caused the damage as if the bit was still in the drill it wouldn't make contact with the floor. As such there would be nothing further they could do. He finished the call saying he would try and attempt to contact me to speak directly. No further attempt was made.

No happy with this response today I finally got some free time to follow this up. I rung UFF and finally got put through to the field manager. Who reiterated what he had left in his message and pretty much said although he was careful to choose his words that the damage was there prior to them doing the work and if I argue otherwise I'm lying. 
I explained to him that the UFF installers where so unprepared they had flat drill batteries and were swapping drills between the guy working inside and the one outside to the extent both their drills ran flat and I had to lend them my drill to complete the job so it was highly likely that they had to swap out the drill bit.

I'm looking for some advise where should I go from here? I'm not happy with the response and the damage to the carpet.

 

  • Pursue this further? claim insurance, disputes tribunal?
  • Give up?

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Athlonite
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  #1258025 13-Mar-2015 16:41
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I'd go the insurance way and make sure you lay the blame directly on UFF I'd also send them (UFF) the bill for the excess aswell

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nakedmolerat
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  #1258026 13-Mar-2015 16:42
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Are you sure it is the drill? Maybe have a drill next to your photo?? (my imagination is poor)

If it was me, with the damage that little I will probably just forget about it. I think I just learn to forget minor thing lately. This is my take preferred option.

I think next avenue as stated - insurance, but you will need to pay excess? Is it worth to replace the carpet now?

phantomdb
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  #1258038 13-Mar-2015 17:22
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take it up with the installation company "IN GOOD FAITH" then insurance if that fails
, That is definitely a HOT drill been placed on the carpet. (Im an installer of security and am VERY cautious not to do this myself.)




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jeffnz
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  #1258039 13-Mar-2015 17:23
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not up to us to decide what you should do suffice if you aren't happy you have options open to you via insurance or the CGA. To fix that I'm guessing it would require replacing the whole carpet if its a burn.




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JWR

JWR
821 posts

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  #1258125 13-Mar-2015 21:13

phantomdb: take it up with the installation company "IN GOOD FAITH" then insurance if that fails
, That is definitely a HOT drill been placed on the carpet. (Im an installer of security and am VERY cautious not to do this myself.)


I agree. Looks exactly like a hot drill - dropped once.

linw
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  #1258173 13-Mar-2015 22:39
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If it was that hot, no wonder they dropped it!!

NZSpides
149 posts

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  #1258183 13-Mar-2015 23:25
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As an ex installer I would bet that is a hot drill that has been repetitively put back close to the same place at least five times.

Did the installer use a long drill bit? (one that is 500mm long)

It doesn't look like a single drop, more like multiple placements of a drill.

Did they drill down through the floor?

When I did this I always made great effort not to put anything hot on the floor.
For the drill to get this hot, it's probably likely that the drill was very blunt.

My two cents



mattwnz
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  #1258201 14-Mar-2015 00:35
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I would ask for it to be escalated, and that you want to lodge a formal complaint Certainly that damage looks like it has been melted by something that is straight but uneven. What else could it have been caused by? Companies that come into your house should have insurance for any damage they may cause, so shouldn't they be sending over an insurance assessor from their insurer instead?

IANAL, but shouldn't you be dealing with your ISP directly,as they are the ones you have got the contract with.So escalate it to your ISPs management, and say you have tried to get it sorted by their subcontractor but it is now in dispute. . It doesn't look like your ISP isn't a member of the TDR unfortunately, otherwise you could take the dispute to them. I would only signup to an ISP that is a member.  But you could always got to the disputes tribunal if they continue to dispute it.



andrewbnz

57 posts

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  #1259920 15-Mar-2015 22:21
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Thanks everyone for your feedback / advice. I have sent a formal complaint in writing to both the ISP and LFC. If no success there will look at the other options. 

tdgeek
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  #1259923 15-Mar-2015 22:28
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If the insurer can claim back from the causer (if that happens) would the excess not apply, as the cost is not the insurers cost. I had my car backed into twice, by the same guy, 2 weeks apart, there was no excess for me

Batman
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  #1259928 15-Mar-2015 22:58
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claim insurance. let them sort it out.




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Batman
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  #1259929 15-Mar-2015 23:00
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although after thinking about it they will proabbly ask you to sort out with UFF. nevertheless it pays to inform them and find out the steps from them, even if they say go sort it out with UFF, coz if there is a problem you can go back to the insurers




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