What do I do if the shop is not in this country but the company is?

bullshot

Can anyone help me as to what rights I have.I bought a Trespass collapsible walking pole from a specialist outdoor equipment store in Madeira in January.I used it for 2 easy completely flat level Levada walks.No stress or strain was put on it, it was merely to support me if the Levada paths were slippy( they weren't...but I am a ' belt and braces' person aged over 70 years)I wanted to use it yesterday for the first time since my return but it would not stay extended as it would not 'lock' .The plastic conical nut that holds it has sheared.The pole cost £26 and I think it is not unreasonable of me to want it to last longer than 2 uses.I phoned Trespass Customer Services and they cannot help with a replacement ' nut' or a swap of the pole as I did not buy it from a Trespass store.I have posted on their Facebook page and got the exact same response...' tough'....I reckon the nut must cost about 10p max. I live 5 minutes walk from a Trespass store and suggested I take the part there and they swap it for me ( I have offered to pay for the nut and I will do the DIY myself)....they will not budge.They insist I take it back to the shop I bought it from.....let me see...£400 return to Madeira...not a helpful suggestion.I have emailed their CEO, but had no reply from him.I would appreciate any help anyone can offer me......word of advice from me....do not buy anything with the word Trespass on it.

unholyangel

From what OP has said, they didn't purchase from that company, they purchased from another company. Which unfortunately means their rights (whether contractual or statutory if any) are with the seller.

LilElvis

Your legal rights lie with the store you purchased it from, regardless of where their head office is based. If it's just a 10p nut then why not purchase one from Screwfix/hardware store, or call the store in Madeira and ask them to mail one to you.

Missbiggles suggestion is just downright dishonest.

unholyangel

LilElvis wrote: »

Your legal rights lie with the store you purchased it from, regardless of where their head office is based. If it's just a 10p nut then why not purchase one from Screwfix/hardware store, or call the store in Madeira and ask them to mail one to you.

Missbiggles suggestion is just downright dishonest.

That would only be true if each store was a separate legal entity (To be fair though, some companies do this). But OP doesn't seem to have purchased from trespass, they seem to have purchased from a "specialist outdoor equipment store in Madeira"

maninthestreet

Is there something unique about the nut that means it can't be purchased anywhere else?

LilElvis

unholyangel wrote: »

That would only be true if each store was a separate legal entity (To be fair though, some companies do this). But OP doesn't seem to have purchased from trespass, they seem to have purchased from a "specialist outdoor equipment store in Madeira"

I wouldn't expect each store to be a separate legal entity but it is likely that a multinational retailer would have companies set up in countries where they trade - along with a string of holding companies in some of the smaller, sunnier jurisdictions for tax purposes.

As you say, not relevant in the OPs case as he purchased from a seemingly totally unrelated company rather than an overseas branch of Trespass.

bris

maninthestreet wrote: »

Is there something unique about the nut that means it can't be purchased anywhere else?

Not for 10p its not.

missbiggles1

unholyangel wrote: »

While I'm not going to comment on whether OP would get caught or not, this is technically fraud and especially given we can be liable for what we post, I'd exercise caution in encouraging someone to do this.

From what OP has said, they didn't purchase from that company, they purchased from another company. Which unfortunately means their rights (whether contractual or statutory if any) are with the seller.

Fair enough, I'll delete my post.

unholyangel

missbiggles1 wrote: »

Fair enough, I'll delete my post.

Guess I'll edit mine then or your deletion will be pointless

lucy03

It seems a little unrealistic to me to demand to walk into a UK shop of a company to insist they replace a part because a customer has purchased from another retailer in a different country and they won't fix the problem. I don't understand the reference to 10p, if the retailer has to swap a pole or remove a part from one in stock, then surely the retailer has then got one pole less in stock?

I've never had a problem with Trespass items personally. What did the retailer in Madiera say - can they not post the part across if an offer is made to pay their postage?

bullshot

It is not a standard ' nut' it is a plastic conical nut and the thread has sheared.I thought that seeing it was a Trespass pole they would consider sending me the part , as a gesture of goodwill, as it was only used twice and is less than 5 months old, they supplied the shop in Madeira with the pole.They have their own stores in this country and I thought to save me having to buy a brand new pole they might consider helping me repair something that is useless at the moment. I suppose I could glue the ' nut ' in place or fix it with a grub screw, but then it becomes a fixed pole , not a telescopic one and will not fit into my suitcase or rucksack.In order to collapse it I would have to take a screwdriver and a pair of pliers ( to compress the spring) with me on my travels.I have emailed the shop in Madeira but their site is all in Portuguese, and my email was in English , I think it was the manager that sold me the pole and a few other items and his English was not good at all.I do appreciate all the comments re the fact that I have no right in law I just thought a bit of good customer relations would not go amiss.I would never walk into a store and demand anything, I was hoping Trespass head office in Glasgow would want to replace a small part not replace the whole item as a favour as I had bought it in Madeira.It seems I am wrong to expect such service.Surely this means that any purchase made abroad is ' buyer beware' unless you can travel back to that country....I used to have my own business and a lady called one day to ask to use our toilet as she wanted to sponge herself down after tripping and spilling the coffee she was carrying down her front.She had a business meeting and her blouse was soaked and stained.I had some new blouses , our company uniform, and I did not hesitate to give her one to wear.She was not a customer of mine, I just did her a good turn, I never gave it a thought that she would return the blouse, in fact I told her to keep it with my compliments.She did return it along with some flowers.That was about 17 years ago , just before I retired.Obviously things have changed and kindness does not even enter the equation.