House of Fraser not complying with warranty

RR8

Emmia said:

I have a knomo backpack, and just pull the straps to tighten as I want each time i put it on - this means I can adjust it to account for different thicknesses of jackets / tops etc. It takes a second, and I don't personally see it as a fault.

I'm going to be honest, I agree with the OP that HOF will struggle to identify this issue as a "fault" - what resolution are you seeking to this problem?

That sounds like an issue with the straps to me. I have friends that also have KNOMO bags and their straps stay in place. My really cheap backpack also has straps that stay in place. After paying £100 plus for backpack surely having straps that are functional is a requirement!

Emmia

RR8 said:

To the question of what resolution am I seeking, I want HoF to acknowledge that they are going to honour the warranty of the bag and refund or replace it. Again, I'm willing to send the bag back to HoF and have it checked again by KNOMO etc if they acknowledge that they're going to honour the warranty. It seems strange to me that they want to check it themselves once I've proved fault with the bag.

I think they'll struggle to identify the "fault" and so a refund won't be forthcoming - a replacement would probably have the same issue.  

How long have you had the bag?

RR8

I've only started using it for the past few months as I've been going into the office again more regularly (only using it as my work bag twice a week) . I've sent HoF images as well to show it's as new.

Emmia

RR8 said:

Emmia said:

I have a knomo backpack, and just pull the straps to tighten as I want each time i put it on - this means I can adjust it to account for different thicknesses of jackets / tops etc. It takes a second, and I don't personally see it as a fault.

I'm going to be honest, I agree with the OP that HOF will struggle to identify this issue as a "fault" - what resolution are you seeking to this problem?

That sounds like an issue with the straps to me. I have friends that also have KNOMO bags and their straps stay in place. My really cheap backpack also has straps that stay in place. After paying £100 plus for backpack surely having straps that are functional is a requirement!

The straps are functional, they don't loosen in wear, just slightly when I take it off (my North Face pack has the same issue). I personally don't consider it a fault, and I'm delighted with my backpack 

DE_612183

Seems odd that they ask you to independently verify, and then want to verify themselves.
However unless you speak to someone you may have to jump through their hoops.
I'd make sure the bag is returned using tracked delivery.
also ping an email off once it's delivered saying you want the refund or replacement within 14 days.

Emmia

RR8 said:

I've only started using it for the past few months as I've been going into the office again more regularly (only using it as my work bag twice a week) . I've sent HoF images as well to show it's as new.

You haven't answered the question on WHEN you bought it - lockdowns happened over a 2 year period.

RR8

Deleted_User said:

RR8 said:

It looks like it's new but as I mentioned the straps don't stay in the right place when adjusted. How can someone that is not the bag manufacturer prove this fault?  

It can't be that hard. You have identified the fault and are not a bag manufacturer, I assume. 

And the bag manufacturer has identified the fault without even seeing the bag. 

The bag looks like it's new including the straps so it's hard to tell there is a problem with out using it several times. The manufacturer have acknowledged that this a problem they've had with their bags due to faulty stitching etc. 

RR8

Emmia said:

RR8 said:

I've only started using it for the past few months as I've been going into the office again more regularly (only using it as my work bag twice a week) . I've sent HoF images as well to show it's as new.

You haven't answered the question on WHEN you bought it - lockdowns happened over a 2 year period.

Dec 2020, so warranty runs out at the end of the year. 

powerful_Rogue

RR8 said:

Emmia said:

RR8 said:

I've only started using it for the past few months as I've been going into the office again more regularly (only using it as my work bag twice a week) . I've sent HoF images as well to show it's as new.

You haven't answered the question on WHEN you bought it - lockdowns happened over a 2 year period.

Dec 2020, so warranty runs out at the end of the year. 

Another question you have failed to answer, what are the terms of the warranty?

If the do refund via the consumer rights route, they can deduct a percentage based on the 18 months you've owned it.

RR8

Sorry, I'm not able to post links for some reason but you can go to the KNOMO web page if you really want to read it! Basically warranty doesn't apply to normal wear and tear. I've shown the bag and straps are as new/ has no signs of wear and tear with pictures sent to KNOMO and HoF.