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Old 18.06.2020, 13:54
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Damage to Parquet from Pfister Delivery

Wanted a bit of advice on here! Just had a bed delivered by Pfister, and the delivery guys have damaged our new parquet flooring - two dents, one nasty gouge. Problem is that I didn't notice the damage immediately (the gouge only two hours after they left as it was obscured by the bed).

Obviously, I've complained to Pfister already using an online contact form, but wondered here if anyone had had a similar experience (workmen causing damage) and a likely outcome?

Not the end of the world (it's only a floor, after all), but to fix it properly - if we go down that route - might run to four figures, and it's really frustrating and dispiriting to think that this wouldn't have happened if these guys had just taken a bit more care and not chucked their tools around - Bosch drill, various screwdrivers and hex keys.

In the UK you're protected by primary legislation (Supply of Goods & Services Act) and then, in addition can have to recourse to trading standards. But there's no equivalent here, I don't think - in the event that one is not happy with a company's response to a situation like this?
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Old 18.06.2020, 14:27
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Re: Damage to Parquet from Pfister Delivery

No direct experience, but yes you are covered here.
Pfister should deal with it directly.
If not, take photos and send them to your insurance detailing the incident. Since they will not want to pay for the damage, they (your insurance) will probably pursue it for you
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Old 18.06.2020, 14:42
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Re: Damage to Parquet from Pfister Delivery

Thanks Steve - see what they say in the first instance. Really disappointed with Pfister. Spent a packet with them this year as we moved to a new place, but the customer service and after-sales is poor (this isn't the first problem we've had), and for what you pay it isn't acceptable. Need to look for alternatives!
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Old 18.06.2020, 17:06
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Re: Damage to Parquet from Pfister Delivery

Not sure how it works for Pfister but usually moving companies pay for insurance and such damages should be covered by their insurance. That's an advantage of opting for a reputable moving/cleaning company.

It may be different given that Pfister is not a moving company. On the other hand many furniture stores do outsource their moving services to moving companies.
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Old 18.06.2020, 23:01
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Re: Damage to Parquet from Pfister Delivery

I insist the floors are protected when furniture is delivered. Whether it is tiles or wood, it can easily get damaged. I don't understand how these companies can work without taking care to protect the floors.

At the start I point out the condition of the floor showing any existing damage. Whatever happens afterwards I tell the delivery people they are responsible for. That usually sends them back to the truck to collect blankets or cardboard.

One shouldn't have to tell these people how to do their job.
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Old 19.06.2020, 11:56
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Re: Damage to Parquet from Pfister Delivery

Yes, very good points. I'm usually pretty relaxed, know these guys have a tough job, and hate hanging around nannying them - but you're right, I think you have to insist on such measures. Also a bit disappointed as I texted one of the delivery guys soon after they left to tell him, politely, about the damage, and the fact I would be raising it with Pfister. Nary a reply! Unfortunately for Pfister's account with us, it's the last time we'll buy anything big ticket from them that needs assembly. The two montage guys in question that came to our place clearly cover this part of W.Switzerland (Vaud), and they just can't be trusted. Their attitude also stank! You're right though in terms of your questions - it beats me why companies like this aren't insisting that their employees take all reasonable precautions to avoid damage like this, when they presumably have to field a slew of complaints as a consequence. That said, Pfister don't really seem to care - a lot of negative feedback on Swiss German sites saying that the company isn't what it used to be, and telling that Pfister hasn't replied to any of it.
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Old 02.11.2020, 17:30
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Re: Damage to Parquet from Pfister Delivery

Addendum to this. Found Pfister Mobel CEO's name online, wrote to him via the company's general address in Suhr (an old-style, analogue epistle). As a consequence, two weeks later had a personal call from their Head of HR - who was full of apologies and offered very generous financial compensation, in the circs, for my problem. Totally changed my perspective on Pfister, and restored my confidence in their attitude and culture. Two takeaways: (1) it's worth complaining (2) shame the issue occurred in the first place.
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