Broken Pandora bracelet. Out of warranty but repetitive fault

PlymouthMaid

I will be interested in what happens here as have a similar issue with my Rotary watch. It was purchased for my 50th birthday by my Mum and so far has returned to the jewellers and Rotary 4 times to be fixed - three of those occasions were the silver strap breaking and I was lucky not to lose the watch. They tell me that if the strap breaks again now that it is out of the year warranty I will have to pay. Doesn't seem right to me that a £400 watch can have these problems and the shop will not show goodwill.

redfragglebiker

I've emailed pandora with scanned copies of all the reciepts explaining the situation - I'll let you know what happens as it was the email CS team that organised the first replacement bracelet not the in store guys. I've also included copies of the email relating to the original fault and their response agreeing to replace both the bracelet and the charm.

Fingers crossed eh?!

redfragglebiker

UPDATE:After several emails to both Head Office and my local store I was advised by the CAB (who have a dedicated consumer rights team) to write to both my local store and copy in Head Office quoting SOGA (found a really useful template which I can link to if people are interested)Head Office wrote a letter advising me to get the bracelet assessed by either their jewellery team (which they would do free of charge) or an independant jeweller. I was all set to go via an independant jeweller as I didn't trust the Pandora jewellery reapir guys to be suitably independant when I received a call from the Manager of the Sheffield store. She explained that she had spoken to Head Office and as a Gesture of Goodwill (with no admission of liability) would send the bracelet away for any necessary repairs free of charge for me and I would not be charged for any repairs which needed carrying out in order to get my bracelet and the issue with the faulty charm rectified. I have taken them up on this offer and my bracelet will be returned to me within two weeks. Moral of the sotry - DON'T GIVE UP!