Item failed during guarantee period - neither retailer nor manufacturer will help

skinflint_me

Just catching up now following a power cut.

I registered the original guarantee on purchase but don't recall any reference then to authorised sellers or anything of concern at the time.  Looking now, when registering the purchased replacement (from a non-authorised seller...), I can see the guarantee applies only to those sold by authorised sellers.  Whether this was stated 3 years ago, I can't confirm either way.

I have no gripes about the leccy blanket failing after nearly 3 years and feel I had value from it.  Pursuing the guarantee was simply something which would have been a bonus had it worked out, once I noticed it was still within the 36 month time limit.

Thank you for everyones' input.  I'd never given great consideration to warranties when buying from online retailers but obviously this is something to bear in mind in the future, particularly for more expensive purchases.  A lesson learned.

cx6

If the seller is still treading, you should report them to Amazon as they are not an authorised seller of these blankets.

LaDerniereSemaine

cx6 said:

If the seller is still treading, you should report them to Amazon as they are not an authorised seller of these blankets.

They don't have to be.

cx6

They do have to be if they are quoting a 3yr guarantee in their listings

Alderbank

They don't have to be.

They do have to be...

We are still in pantomime season so no, they don't have to be.
They don't have to be an authorised seller if they are quoting a 3yr guarantee in their listings. They would however have to provide a 3yr guarantee. Some do - if they still have stock left in the back of Amazon's warehouse they just send a replacement, otherwise they refund. They do not want to be demoted by Amazon's rating system.

This topic has been debated for some time amongst Amazon marketplace traders without much progress.
Amazon operate a zero tolerance policy about fakes and forgeries. But 'grey' goods are genuine new goods from the manufacturer. Some are grey imports but nowadays much is bankrupt stock from the liquidators of the many failed high street businesses like BHS and Debenhams. Amazon's practice is that if the brand holder objects they will withdraw them from the site. Otherwise if the seller has good title they allow them to be sold. They meet Amazon's definition of 'new' which is as-new condition and not previously sold by retail.
Brand holders rarely do object. They know they have no obligation to guarantee goods sold on by non-authorised traders. Something has to happen to all that stuff and they really do not want a WEEE style regulation forcing them to buy back unsold stock for recycling.

Thrugelmir

Alderbank said:

Silentnight say it is in small print on page 8 of the 9 page booklet 'Sleep peacefully with our full manufacturer’s guarantee' which was included somewhere inside your sealed box.

In fact it is there twice on that page,
'You must be able to provide proof of purchase/delivery to be able to register a claim. Your purchase must have been made through an authorised retailer of Silentnight products within the UK and Republic of Ireland'
and later
'13. This guarantee only applies to Silentnight products that have been purchased from an authorised retailer in the UK and Republic of Ireland.'

Since that contract term was unavailable to you until after you had made the purchase I think it is a textbook example of an unfair contract term.
Anyone agree?

No, as the world is awash with fake product. Amazon blocked over 10 billion attempted counterfeit listings in 2020 alone. Anything you wish to sell can be manufactured in China.