Returning a faulty suitcase - advice please

Matchgirl

I bought an Antler suitcase in May last year. It was used last week for only the second holiday and the strap/ handle broke.

Looking at the handle closely the metal band inside the strap didn't have the stud on the case going through the slot as it should. Making the fabric handle only held on by stitching.

The stud is still firmly in place. If it had been through the metal band the strap would not have broken.

Antler cases have a five year warranty and I have proof of purchase.

How do I go about asking for a refund or replacement?

jwruk

Contact Antler. Details are on their website, but to save you time:

http://www.antler.co.uk/warranty-claim-form

Matchgirl

Thank you for the link.

I was going to take it back to their shop where I bought it from.

Matchgirl

It is a manufacturing fault according to their web sit so is covered under warranty.

I wonder how best to ensure I get a refund or replacement from the shop today?

bris

Matchgirl wrote: »

It is a manufacturing fault according to their web sit so is covered under warranty.

I wonder how best to ensure I get a refund or replacement from the shop today?

By going in and asking them.

However don't be surprised if they tell you they will need it inspected by Antler first to verify the fault is not down to misuse, airport handling etc. They are well within their rights to do this.

dacouch

This does not sound like an open and shut case.

Matchgirl

It's not been near an airport.

It easy to see why the strap failed. It should of had the stud through the metal band and it wasn't.

I'll let you know what happens.

earthstorm

Matchgirl wrote: »

It easy to see why the strap failed. It should of had the stud through the metal band and it wasn't.

that maybe the case ( no pun intended) but they may still need to examine it rather than just take what you say

jwruk

OP - Have you had a response from filling in the warranty claim on the website?

Matchgirl

I took the suitcase back to the Antler shop. The assistant took one look at it and said faulty.

They replaced the suitcase with this years model of the same suitcase without any problems. :T

One very happy customer.