Hippo office chair replacment

orelanic

Hi everyone, have may have a slight issue with Amazon.

I ordered on the 6 October 2019 an office Hippo 24-hour chair, but within the guarantee period, the chair developed a problem with the fabric covering on the seat, so Amazon exchanged and sent a new one on the 23 November 2020, so far so good.

The product developed the same problem and I contacted Amazon yesterday about the problem as the new chair was still under guarantee. Amazon told me to contact the supplier directly, I did what they asked but after sending ofpdirect an email explaining the situation with photo evidence they responded by saying it was amazon's job to exchange the item as they sold it and it's not their responsibility as it comes under Amazons own two-year guarantee.

This was the email from the supplier:
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As much as I would love to be able to help with this, from the screenshot of the order it was fulfilled and sent by Amazon so as the supplier this would not be anything to do with us I'm afraid. I'm quite shocked that they actually sent you our way as it seems like they've tried to push the issue onto another supplier when they were the supplier on this order.
Apologies I can't help more, but I would suggest raising a return request on Amazon for this one and ask them to replace under the warranty.
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So I went back to Amazon's customer chat option and I was told that their policy is to not honor any guarantee after the original items guarantee period has passed. I took that to mean that because the original chairs guarantee period was passed time, the new chairs guarantee would not be honored.

Apparently, it's the same for electronic items as well. one part of me can understand the argument that together the items lasted more than the overall period of the fabrics guarantee, but I would expect a new item have a new guarantee?

Just wondering if this is right, can they do this?

born_again

Getting a replacement does not reset the guarantee period.

So if you have a 12 month guarantee. Get a replacement under guarantee after 11 months. Then 1 month later that is the end of the guarantee period.

screech_78

You received a new chair under the terms of the guarantee. This puts you in the same position as if nothing had ever gone wrong to start with and you still had the original chair. The original guarantee doesn’t reset unless specifically advised at the time. With that logic, you could have a brand new chair every year or so. 

Manxman_in_exile

Amazon are probably right - so far as their guarantee goes.

If the two year (or whatever) guarantee just kept on getting renewed each time you got a replacement, then the guarantee could potentially last indefinitely each time the chair was replaced.  You see?

But if Amazon sold you the chair you may have a statutory remedy against them if the chair is not of satisfactory quality or durability.  Or if you can demonstrate that the material had some latent defect when you bought it.

born_again

Looking at what Op has said about Amazon 2 year guarantee.

Looks like this is supplied by a 3rd party
https://m.media-amazon.com/images/I/81PxSSRbZNL.pdf

So if this is the case. Then OP should be contacting this co if it is within the 2 years since purchase. Or at least checking the paperwork that will have been sent out at the time if it was another company.

orelanic

Thank you kindly for all your info and opinions. Probably going to try the manufacturer's website and see if those roots are viable. 

MalMonroe

Hi, have a look at the information in the links below -

https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product-aTTEK2g0YuEy

and

https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

As Martin says, "know your sad fa*t rights"

You bought from amazon, they are responsible. Don't take 'no' for an answer. If you google "how to complain to amazon" it will show you the link (should be the first one) and you can click on there and follow the process.

Any chair, office or otherwise, should last for longer than 18 months. 

It doesn't really matter what amazon says, you have rights under the Consumer Rights Act 2015 which over-ride their company policies.

Don't forget to say somethling like, 'under the Consumer Rights Act 2015' when you speak to them. 

Also, when it's all over, don't forget to leave appropriate reviews and never buy anything made by that manufacturer ever again.