After Sales Damage Control
It’s not ‘Customer Care’, it’s damage control, and you are the one they want to control
Take control, don’t be controlled
If you had a car accident that was not your fault, would you let the other driver decide how to fix your car, or tell you how injured you were, or what that was worth to you? Presumably not.
But that is essentially what new home buyers are inadvertently doing when they rely on the housebuilder to investigate defects and put things right under the guise of ‘customer service’ or ‘warranty obligations’. If you let the defendant decide his own punishment, don’t be surprised if he goes easy on himself – at your expense. ‘After-sales customer service’ offerings and new home warranty arrangements are generally designed to empower housebuilders and disempower you by ensuring they make all the decisions and you remain sidelined from the decision-making process. This allows them to impose on you what is good for them, not you.
If you want to do better than they have in store for you, you need to take a different approach, one that empowers you to claim what is rightfully yours.
This is what New Home Buyer Claims is designed to help you do.
You are a claimant, not a customer
If you have purchased a defective new build and now want the housebuilder to put things right, you are not a customer, you are a claimant and they are the defendant. It pays to approach things accordingly.
Defects generally amount to breaches of contract and/or statutory duty. If you want something done about that, you have to pursue a claim. The burden is on you as claimant to prove your claim with evidence (usually in the form of a surveyor’s report or similar). They are not going to tell you any of this, or help you work out how to do it. On the contrary, the housebuilding industry is set up to encourage you to report issues to them to investigate and put right, and to discourage you from doing any more than this.
But they are the defendant. So all you are really doing when you use their After Sales Customer Care service is giving the defendant a head start on working out for itself what the problem is that you just reported to it, and deciding whether to tell you what they find and what if anything should be done about it. They are not obliged to share their evidence with you or tell you what they find, so you will be none the wiser if you just leave them to investigate your issues. Even if they do share their reports with you, they are their reports not yours, and you are not able to rely on them to pursue a claim if you do not like what they are offering you.
By treating defects rectification as customer service, you are giving away your power to the defendant to decide its own liability, at your expense.
If you want to do better than they have in store for you, you need to take a different approach, one that empowers you to claim what is rightfully yours. This is what New Home Buyer Claims is designed to help you do. Get in touch today to find out how we can help you get what you are due.