This morning (Wednesday), without warning, the company came and dismounted the railing and took it with them. What remains are several drill holes and the damaged step:
We contacted them and informed that we feel we have two options:
One is that they come here and measure everything again, while we are present, and then manufacture a completely new railing. That means no further bending, and no cutting and then welding of two different parts.
The other is that they fill in and repair what has been broken, and then we part ways.
The response was that they will get back to us on Friday. So now it will be exciting to hear what they say.
No, we are obviously not satisfied with how it has gone and how it turned out. But we must also say that we are glad and pleased that both communication has taken place and actions have been taken very quickly. That is what makes us still want to give them the chance to fix everything. Had it been a company that takes days to reply to emails/texts and then takes weeks to fix a screw, we would have severed ties as soon as possible. Now they are still very alert and we haven’t really heard any whining. It has just gone very wrong.
Now we await, as mentioned, what they say on Friday.
Wonder if it is a good idea that you want to be present during the measurement. Then you also take part of the responsibility. If they measure wrong again, they can say: but you have witnessed it!
Why should you be there when they measure?
Why can't they cut and weld? That's how the railing is manufactured, right? It's the result that matters, not the process.
It is (was) completely normal to cast stairs in that way. It saves a lot of concrete without making it worse, if reasonable stone is used. It was used in all unreinforced castings.
Wondering if it's a good idea for you to be present during the measurement. Then you're also taking some of the responsibility. If they measure wrong again, they can say: but you were there!
That's a good point. We really just wanted to be there to ensure we have the same understanding of how the railing should actually be built, but of course, we don't want to have anything to do with the actual measuring. In that case, we will not be double-checking or doing anything else that could make us »complicit«. We'll see how we proceed.
Why can't they cut and weld? That's how the railing is made, isn't it? It's the result that matters, not the way to get there.
I don't know exactly how the railing is manufactured, but the agreement was that the railing would be in one piece (so to speak) and not assembled on site. The top part of the railing goes (or at least went) in an unwelded section from the corner down to the decoration at the end. It might be possible to save one half and come up with a nice solution at the end. We'll see what counteroffer they come up with.
There was no update on Friday, but considering it was a bridge day, it's not surprising.
Today an SMS came through, stating that they will be repairing the stairs on Wednesday or Thursday this week. The railing will be adjusted to the correct angle and "sent for regalvanizing." No assembly will take place until we have "approved the change."
Not quite sure what the change consists of, unless they mean that the new and correct angle is a change.
This could be an exciting week. Hopefully in a positive direction.
The staircase was repaired as promised, albeit a day later than they had said. The drill holes on the side were not fixed since they were to be used for the new version of the railing. So it was said.
Then we heard nothing. And nothing. Until suddenly today, while I was sitting in the home office, I saw some guys carrying a railing onto the property. Okay, that was very unexpected, since no one (as usual) had informed us. But welcome, if it now meant we would finally get a railing.
When I came out, the guys had disappeared. The railing was just lying on the lawn. And unfortunately, it looked terrible this time too:
I don't know if the angle was correct according to the staircase's slope this time, but it doesn't matter. It looks even more awful now.
The wife called the company and said they could pick up the railing again. The man on the phone wondered "what was wrong now," as if it wasn't obvious. When she pointed out that it was even more crooked now and looked bad, he admitted that he had seen(!) it himself before delivery. So we and the company agreed that the railing would be picked up, the holes would be fixed – and then we would find a new supplier. It can't continue.
I must say I am extremely surprised that anyone can work in such an industry and have such a low level of professional ethics that they send things to the customer that they know are bad. We've already complained twice about the same thing. What made them think we would accept the defect the third time? Wouldn't it have been easier/cheaper just to fix the error? Now they have manufactured and redone a railing several times and raised zero dollars. Or well, it's actually quite a lot of minus due to manufacturing, delivery, wages, etc.
Now we are considering if we dare to hire more companies or if we should attempt to create a railing ourselves, though out of wood. But that will be another story. Maybe we'll be back in another thread then.
The stairs were fixed as promised, albeit a few days later than they had said. The drill holes on the side weren't addressed, as these would be used for the new version of the railing. Or so they said.
Then we heard nothing. And nothing. Until suddenly today, while I was at the home office, I saw a few guys carrying a railing onto the property. Okay, that was very unexpected, as no one (as usual) had warned us. But welcome, if it meant we would finally get a railing.
When I went outside, the guys had disappeared. The railing was just lying on the lawn. And unfortunately, it looked terrible again:
[image]
I don't know if the angle matched the stairs' slope this time, but it doesn't matter. It looks even more awful now.
The wife called the company and said they could come pick up the railing again. The man on the phone wondered "what was wrong now," as if it wasn't obvious. When she pointed out that it was even more crooked now and looked terrible, he admitted that he had seen(!) it himself before delivery. So we and the company agreed that the railing would be picked up, the holes would be fixed—and we would find a new supplier. We can't go on anymore.
I must say I'm extremely surprised that anyone can work in an industry like this and have such a low level of professional ethics to send things to the customer that they know are bad. We've already complained twice about the same issue. What made them think we would accept the mistake the third time? Wouldn't it have been easier/cheaper just to fix the mistake? Now they've manufactured and redone a railing multiple times and are earning zero. Or rather, they're quite a bit in the minus because of manufacturing, transport, wages, etc.
Now we're considering whether we dare to hire any more companies or if we'll try to create a railing ourselves, but out of wood. But that's another story. Maybe we'll return in another thread then.
/ Kiwi
Geez!
Not even 0 right!
Someone has actually manufactured this monstrosity, thought it looked good, and sent it for galvanizing.
No one there can have seen a stair railing before.
One gets a little curious about what that company normally manufactures!
Sure you should dare to hire another company. In many contexts, a steel rail is much more attractive than a bulky wooden rail. I hired a company twice to manufacture a galvanized rail and a steel construction for a staircase. Partially complicated things that I designed myself but turned out great.
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