Need advice for a case I ordered online.

squarefrog

Hi - I'm not really sure where to ask this, but everyone seems so helpful here I thought this is as good a place as any.

In the middle of January, I ordered a flightcase for my guitar amplifier, at a total cost of £180, which I paid with PayPal using my credit card. I didn't realise, but they custom made it so I had to wait until the start of February to receive it.

When it did come it was an extremely tight fit. So much so it took 3 blokes to get it out at band practice. I emailed the company to tell them the problem and they stated that the foam just needed some time to settle in. As a result I tried leaving the amp in for a few days. It was still difficult to get out so I contacted the seller again, asking for a refund. They suggested I had 3 options; return case to be refoamed, return case to be rebuilt, return for a refund. Stupidly, I thought that was good service, so instead of just getting a refund I decided to persevere with the case.

The Sales Manager suggested I try cutting the foam with a knife around problem areas (i.e. the handle, rubber feet etc). Which I did. However, even with some drastic cuts, I was unable to get the case to close properly. The issue is the thick leather handle of my amp adds about 1 1/2" to the height of the manufacturers spec for the amp, which is what they built the amp from.

Anyway - the band then became busy, so I didn't have time to sort it there and then. Fast forward to the beginning of June when I sent the sales manager an email outlaying my concerns, to which he has never replied.

Where do I stand with this? The goods were not fit for purpose, but do I have to now live with it as it's been 4 months since initial delivery? I'm not really sure what I can do, and I don't have enough self-confidence to be more forceful with phoning the company and demanding anything, so any advice would be great. Thanks for your time.

visidigi

You accepted the state of the product when you continued to use it and indeed modified it after the offer of resolution had been put forward by the vendor. The fact you continued to use it means that it cannot now be unfit for purpose.

Given you know why it was the wrong size you should have sent it back immediately (or within a few weeks of allowing the foam to settle).

Your status (busy) doesn't change the legal right of return on the product - there is very little you can do about it now.

squarefrog

visidigi wrote: »

You accepted the state of the product when you continued to use it and indeed modified it after the offer of resolution had been put forward by the vendor. The fact you continued to use it means that it cannot now be unfit for purpose.

Even when the sales manager told me to try the modification? I only know why it is the wrong size, after cutting away as much foam as I dared. This is not something that was immediately apparent.

visidigi

yes because you called him in February, and then due to being busy carried on using it till June to only then question it - 4+ months from initial suggestion.

I cant understand why them offering you three options meant that you would persevere for a further 4+ months of using it to only then question refund - its no surpirse the vendor isn't replying this long after the event.

squarefrog

visidigi wrote: »

yes because you called him in February, and then due to being busy carried on using it till June to only then question it - 4+ months from initial suggestion.

I cant understand why them offering you three options meant that you would persevere for a further 4+ months of using it to only then question refund - its no surpirse the vendor isn't replying this long after the event.

But I haven't been using it, and I didn't email asking for a refund in June. So basically I'm SOL and should just freecycle or skip it?

fluffnutter

squarefrog wrote: »

They suggested I had 3 options; return case to be refoamed, return case to be rebuilt, return for a refund. Stupidly, I thought that was good service, so instead of just getting a refund I decided to persevere with the case.

This was good service. They gave you three sensible options. Why did you decide to persevere with the case? This wasn't what was suggested at all.

squarefrog

Ok let me try and explain more.

I emailed on 13th Feb, to say my amp doesn't fit in the case properly. More specifically I could not get the top case and bottom case to meet. The sales manager stated: "We have a couple of things we can try, First you could have a go with a stanley knife cutting a slot out of the lid for the handle to sit in, this would free up the lid by around 10 – 15mm depending how deep you cut, It is a 20mm thick piece of foam in the lid. Or you could remove the lid or base foam and i could send you a thinner foam to replace it with."

I then let him know that it still didnt work. This is where he suggested cutting more foam. I have little to no self esteem so didnt argue the point.

SnowTiger

squarefrog wrote: »

Ok let me try and explain more.

I emailed on 13th Feb, to say my amp doesn't fit in the case properly. More specifically I could not get the top case and bottom case to meet. The sales manager stated: "We have a couple of things we can try, First you could have a go with a stanley knife cutting a slot out of the lid for the handle to sit in, this would free up the lid by around 10 – 15mm depending how deep you cut, It is a 20mm thick piece of foam in the lid. Or you could remove the lid or base foam and i could send you a thinner foam to replace it with."

I then let him know that it still didnt work. This is where he suggested cutting more foam. I have little to no self esteem so didnt argue the point.

Your initial message suggests the company firstly suggested you leave the case for a while for the foam to settle. Then, when that didn't seem to do the trick they offered you three options:

They suggested I had 3 options; return case to be refoamed, return case to be rebuilt, return for a refund. Stupidly, I thought that was good service, so instead of just getting a refund I decided to persevere with the case.

You declined all of these options and decided to persevere with the case.

It was only after this the company suggested you trim the foam at certain points.

It seems to me they have offered you good service.

I think a refund is off the cards now. Perhaps you could arrange to return the item so that they could carry out the modifications they suggested a few months ago?

squarefrog

OK thanks for all the replies. I'll just chalk this one up to a very costly mistake.

fluffnutter

squarefrog wrote: »

I have little to no self esteem so didnt argue the point.

Aww, that bit struck me as a bit sad . Hopefully playing in your band will increase your self-confidence

squarefrog

fluffnutter wrote: »

Aww, that bit struck me as a bit sad . Hopefully playing in your band will increase your self-confidence

Thank you. Unfortunately the band has just split up and I've since found out that I've been replaced, so that hasn't exactly helped. I appreciate the kind words.