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Advice regarding faulty Altura jacket?
rsatterley
Posts: 2 Newbie
in Motoring
Hello all! Does anyone have any advice on this issue?
In September 2008 I bought an Altura NightVision jacket. Two days ago, the zipper stopped working. I wear this jacket once a day, 3-4 times a week, and only in the coldest months. So not heavily used. I contacted them (after searching long and hard for contact details) to ask about this. This is the response I had:
"I discussed the issue you described with the Altura Brand Manager and he advised that we have changed the zips we use on the Night Vision Jacket for smoother running versions to increase the life and we have also changed the pullers to avoid the issue we had with some snapping (mentioned in a few of the reviews). As your jacket was bought in September 2008 and is now 3 ½ years old we would recommend visiting a local seamstress where a replacement zip can be fitted in your jacket, this will enable you to continue to use your jacket."
So they admit that the zippers are, to some extent faulty, but do not offer to replace it for me. These jackets are actually very expensive. Apart from refusing to buy any more Altura products, is there anything else I can do? I find this is pretty poor customer service on their part. Thanks!
In September 2008 I bought an Altura NightVision jacket. Two days ago, the zipper stopped working. I wear this jacket once a day, 3-4 times a week, and only in the coldest months. So not heavily used. I contacted them (after searching long and hard for contact details) to ask about this. This is the response I had:
"I discussed the issue you described with the Altura Brand Manager and he advised that we have changed the zips we use on the Night Vision Jacket for smoother running versions to increase the life and we have also changed the pullers to avoid the issue we had with some snapping (mentioned in a few of the reviews). As your jacket was bought in September 2008 and is now 3 ½ years old we would recommend visiting a local seamstress where a replacement zip can be fitted in your jacket, this will enable you to continue to use your jacket."
So they admit that the zippers are, to some extent faulty, but do not offer to replace it for me. These jackets are actually very expensive. Apart from refusing to buy any more Altura products, is there anything else I can do? I find this is pretty poor customer service on their part. Thanks!
0
Comments
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its 3 ½ years old, thing break, just buy a new one0
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its 3 ½ years old, thing break, just buy a new one
What's the age got to do with it? It could be 5 years old and only used once before it broke. So that makes it durable and of satisfactory quality right? Wrong.
I think under the Sale of Goods Act they have already hung themselves with their response to the OP's query. I would suggest that the OP contacts them again and reminds them of their duty under the SoG Act and that he enjoys 6 years of statutory protection against faulty goods, which by their own admission they are aware of and that necessitated them implementing a design change.
They'll try and bullsh1t, but don't take any nonsense from them, persevere.0 -
its 3 ½ years old, thing break, just buy a new one
Rubbish.
I suggest the OP follows headpin's advice - the company have admitted knowledge of a fault yet have offered no remedy to the customer.
Most companies will try to fob customers off. Quite why this is so widely tolerated by consumers I've no idea :think:0
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