Well, the connection at the end of the pipe needed changing - that's the only thing that needed changing

ours is duel fuel (gas and electricity)

yep - there was/is nothing around where the cooker needed to be, connection points all where they should be. As I say, all of their T&Cs we comply with. The 'no carpentry/plumbing' one is the only one they could call upon - but this is something we are not likely to find out until they reach our house!

ok... I just phoned them up - the guy I spoke to totally agrees with me - so Im not sure what the emailer was on about!

Hi there - Ive now sent a letter to them and am awaiting a reply. I have in the meantime received a reply from Consumer Direct (thinking they may be of some help) . this is what they said... ------- From the details you provide, there is some onus on you to check through the terms and conditions prior to installation to see if they are able to install the appliance and it is compatible with our gas pipe. If the trader has met their terms and conditions, you would not be able to argue breach of contract. ------ Am I just being dumb or something - but how can the onus be on ME to do something that isnt actually stated in the terms and conditions! - If in the T&Cs they told me to check the type of pipe I had, THEN the onus would be on me surely? Its hardly the email of assurance that I was hoping for

Hi Rebel11 - I noticed you recommend I write to the arcadia group? This is not the address they told me to write to -- do you think I should write to both? many thanks for all of your advice

thanks for that! that sums up my feelings exactly -- am just writing the letter now

okedoke thanks - Ill form a dossier

yeah, i'll fight them as far as I can on this (hopefully it wont take too much of my time) - Im hoping/guessing they say these things because they know most people will give up, and a letter will do the trick.

yep - over the phone the girl kept mentioning the need for an 'existing connection' but I cant see that written anywhere. The only one I could think they would refer to is the 'no carpentry or plumbing'. The fact that our pipe needed a different connection that they would need to fit would violate that one. But the point is that there is no way that we could know what connection was needed without them first saying - sorry for going on

oh for sure - the fitter actually did the usual thing of saying he could do the work 'privately' when he spoke to us on the phone. When he got to our hosue however he said it would take him an hour or so to change the fitting. I think what they were 'expecting' was a pipe with a bayonet fitting at the end that like you say, they could just stick a hose on. Nowhere did they tell us what specifications our pipe needed to adhere to. Here are the T&Cs if you're interested Ive left of the http as Im not allowed to post links yet bit.ly/zXCIvj thanks!

thanks guys - its nice to hear that I have a case. It annoys me so much how these companies can talk to us as if they're right and we have no rights at all. Its not even as it they're a small company.

Thanks for those! So do their T&Cs' not mean much then? All they've kept doing is referring me to those and saying that we didn't comply. I cant see anything in the Sale of Goods act that says anything about them not doing the job due to something WE havent done to comply with their needs. thanks again!

Hi there rebel11 - thats what I will ultimately do. I was really hoping that I could find some legal information to back me up with my claim rather than simply pleading with them & hoping they're kind enough to refund me. You're right though - if all they were going to do is connect a hose - £119 is a total rip off! - we phoned another CORGI guy and he said he could reposition the pipe - change the fitting - do EVERYTHING for £110! thanks for your advice guys...

delivery charge was nominal (£20ish) Im not going to go through all the hassle of sending the oven back when there's nothing wrong with it. But to charge us £120 installation when nothing was done is outrageous! It seems to me that the 1 clause I highlighted is unreasonable... its tantamount to saying "if we dont have the correct tools for the job and we cant do it - we wont give you a refund"!