Nuaire. A moan and a warning!

[mickeych]

We had chosen to use 2 Nuaire MrBox ECO units with the built in actuators in to keep the amount of ducting to a minimum. Due to a mix up with the installer when we were installing the second unit we realised that we needed an Opposite Hand version of the unit. 

We contacted the distributor (Fastlec) who told us that there would be a 30% handling fee to swap the unit we had for a correct one. After some to and fro with them negotiating with Nuaire this was reduced down to 20% (£600) as a handling fee (even though we also have to ship it back to them at a cost of £200.

 

Am I being naive to think that, at best, this is rubbish customer service and at worst sharp practise?

 

2 quick lessons from this:

1. Double and triple check which way you need your ducting.

2. Don't use Nuaire unless you really have too!

 

[Roger440]

29 minutes ago, mickeych said:

We had chosen to use 2 Nuaire MrBox ECO units with the built in actuators in to keep the amount of ducting to a minimum. Due to a mix up with the installer when we were installing the second unit we realised that we needed an Opposite Hand version of the unit. 

We contacted the distributor (Fastlec) who told us that there would be a 30% handling fee to swap the unit we had for a correct one. After some to and fro with them negotiating with Nuaire this was reduced down to 20% (£600) as a handling fee (even though we also have to ship it back to them at a cost of £200.

 

Am I being naive to think that, at best, this is rubbish customer service and at worst sharp practise?

 

2 quick lessons from this:

1. Double and triple check which way you need your ducting.

2. Don't use Nuaire unless you really have too!

 

 

Not great id suggest, though common it seems.

 

We will take stuff back up to 30 days after purchase with a full refund unless it was a "special order", ie, we air freighted it in and not a stock item.

 

If its bought online, you have 14 days by law.

 

Over 30 days id consider it a case by case basis. If they are buying something else id normally just swap them in a case like this.

 

But as i said in another thread, most companies dont care beyond whatever cash they can extract on the day. And most customers expect pushback. Its not unusal when they call, they are geared up for an argument. 99% of customers are reasonable people and so are we, so no argument is necessary.