Rejected Warranty Claim

hojkoff
hojkoff Posts: 31 Forumite
First Post First Anniversary Combo Breaker
in Old Threads
Hi,

I bought skis at the start of last winter for the coming season 2011-2012. When using them on the mountain one of the skis snapped. I was advised by an expert in resort that this would be a simple warranty claim.

On getting home an 'expert' representing the manufacturer has deemed that there must have been impact damage to the tip to cause the ski to snap. This is simply not what happened.

The claim has been handled badly and slowly. The UK 'expert' has never actually seen the ski in the flesh and his report cites the wrong ski model. I am now sick of being bounced around and denied ability to talk directly with the manufacturer.

Can you tell me what my legal options are for a case like this and how do I go about imposing them?


Many thanks.

Comments

  • pooch
    pooch Posts: 828 Forumite
    hojkoff wrote: »
    Hi,

    I bought skis at the start of last winter for the coming season 2011-2012. When using them on the mountain one of the skis snapped. I was advised by an expert in resort that this would be a simple warranty claim.

    On getting home an 'expert' representing the manufacturer has deemed that there must have been impact damage to the tip to cause the ski to snap. This is simply not what happened.

    The claim has been handled badly and slowly. The UK 'expert' has never actually seen the ski in the flesh and his report cites the wrong ski model. I am now sick of being bounced around and denied ability to talk directly with the manufacturer.

    Can you tell me what my legal options are for a case like this and how do I go about imposing them?


    Many thanks.

    Sounds like you'll probably need a legal adviser and perhaps a ski specialist on your side to pursue this through the courts.

    The CAB advisers here won't be able to help you. Perhaps the consumer rights board would have been a more appropriate place to ask?
  • hojkoff
    hojkoff Posts: 31 Forumite
    First Post First Anniversary Combo Breaker
    edited 18 October 2012 at 2:55PM
    pooch wrote: »
    Sounds like you'll probably need a legal advisor and perhaps a ski specialist on your side to pursue this through the courts.

    The CAB advisors here won't be able to help you.

    Just even a general push in the right direction would be helpful at the moment. I've never had to persue anything like this myself before.

    Bear in mind I can't even take the ski to my own specialist as I don't even have it myself right now....
  • ILW
    ILW Posts: 18,333 Forumite
    How did it get broken?
  • hojkoff
    hojkoff Posts: 31 Forumite
    First Post First Anniversary Combo Breaker
    ILW wrote: »
    How did it get broken?

    Ah, I probably should have included this in my first post.

    I was skiing ON PISTE, the conditions were reasonably slushy, I felt a tug at my foot looked down and the ski had come off. I hit the ground as skiing at pace on 1 ski isn't the easiest. When I recovered the ski the core was snapped. Picture below:

    Photo27-03-20121545253.jpg

    The core is NOT wooden it's a composite.

    Both the expert in resort and the UK 'expert' agree that the ski is broken beyond repair.
  • bris
    bris Posts: 10,548 Forumite
    First Post First Anniversary Name Dropper
    Looks like impact damage, the scratches at the damaged area look like the ski went into something solid causing it to break free from the boot.
  • hojkoff
    hojkoff Posts: 31 Forumite
    First Post First Anniversary Combo Breaker
    edited 18 October 2012 at 6:22PM
    bris wrote: »
    Looks like impact damage, the scratches at the damaged area look like the ski went into something solid causing it to break free from the boot.

    Blue: Scratches away from the crack.
    Green: Sorry but no. This scratch is so light.
    Red: This is a surface graze not a scratch.

    I see no other scratches on the ski.

    ski_arrows.jpg

    Think how strong a ski is meant to be? Are you seriously suggesting that these light surface scratches have caused the entire core of the ski to break?

    The underside of skis get scratched all the time. If there was impact, the tip of the ski would be destroyed, I can't show you it's not because as I say I don't have them right now.

    Would it be possible for people to only offer advice on how I can pursue this further? Please don't try to guess how the ski broke, I know how it broke I was there after all!
  • ILW
    ILW Posts: 18,333 Forumite
    Do you have a written report from an expert, who will confirm it is faulty manufacture as opposed to misuse?
  • hojkoff
    hojkoff Posts: 31 Forumite
    First Post First Anniversary Combo Breaker
    ILW wrote: »
    Do you have a written report from an expert, who will confirm it is faulty manufacture as opposed to misuse?

    Unfortunately no and I can't get one at the moment because I don't have the skis.
  • CAB_National_Representative
    CAB_National_Representative Posts: 220 Organisation Representative
    hojkoff wrote: »
    Hi,

    I bought skis at the start of last winter for the coming season 2011-2012. When using them on the mountain one of the skis snapped. I was advised by an expert in resort that this would be a simple warranty claim.

    On getting home an 'expert' representing the manufacturer has deemed that there must have been impact damage to the tip to cause the ski to snap. This is simply not what happened.

    The claim has been handled badly and slowly. The UK 'expert' has never actually seen the ski in the flesh and his report cites the wrong ski model. I am now sick of being bounced around and denied ability to talk directly with the manufacturer.

    Can you tell me what my legal options are for a case like this and how do I go about imposing them?


    Many thanks.

    Hi hojkoff - our CAB representatives aren't handling consumer complaints and faulty products at the moment. We'd urge you to contact our Consumer Helpline (08454 04 05 06, 9am to 5pm, Mondays to Fridays), for further advice on this. Our Helpline also has links with Trading Standards and, if needs be, cases can be referred to them.
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