House of Fraser not complying with warranty

Emmia

RR8 said:

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. 

The fault you describe is not a physical stitching fault - it is probably due to the materials used where there is less friction between the strap material and the (metal?) fittings (D rings? Buckle?) on the bag vs others of this type. The fabric part of the strap is smoother (slippier?) on my Knomo Beaufort, than my North Face Borealis 

powerful_Rogue

RR8 said:

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. 

Well it's something that needs to be known if it's what you are claiming under. Looking at thier T&C's , it appears the warranty only applies if you purchase direct from KNOMO.

These terms apply to the purchase of Knomo products made using the www.knomo.com website.

For items purchased from other retailers you will need to contact the retailer directly for more information regarding their policy. Additionally, please check out our Store Locator for retail partner contact information.

https://knomo.com/pages/knomo-guarantee

So you are claiming under the Consumer Rights Act 2015 against HoF and not under any warranty.

RR8

powerful_Rogue said:

RR8 said:

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. 

Well it's something that needs to be known if it's what you are claiming under. Looking at thier T&C's , it appears the warranty only applies if you purchase direct from KNOMO.

These terms apply to the purchase of Knomo products made using the website.

For items purchased from other retailers you will need to contact the retailer directly for more information regarding their policy. Additionally, please check out our Store Locator for retail partner contact information.

So you are claiming under the Consumer Rights Act 2015 against HoF and not under any warranty.

Thanks, but I've checked with KNOMO directly and they have confirmed that as a partner retailer the warranty of the bag is with HoF. This is from KNOMO:

As you purchased the bag within the last two years, you are covered by the warranty on all KNOMO bags. However, you will need to deal with House of Fraser directly as they are where you purchased the bag directly from. Any bag purchased via a partner is still covered by the warranty.

Separate email from KNOMO

It seems that House of Fraser are not complying with your statutory rights as the consumer and are not honouring the warranty that is provided by the supplier, KNOMO, who they either raise a credit note to for the faulty item, or raise an order to replace it.

There is no reason why they would not do this, and as mentioned, this is within your statutory right and also has to be dealt with by them as the contract of purchase is held with them.

powerful_Rogue

RR8 said:

powerful_Rogue said:

RR8 said:

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. 

Well it's something that needs to be known if it's what you are claiming under. Looking at thier T&C's , it appears the warranty only applies if you purchase direct from KNOMO.

These terms apply to the purchase of Knomo products made using the website.

For items purchased from other retailers you will need to contact the retailer directly for more information regarding their policy. Additionally, please check out our Store Locator for retail partner contact information.

So you are claiming under the Consumer Rights Act 2015 against HoF and not under any warranty.

Thanks, but I've checked with KNOMO directly and they have confirmed that as a partner retailer the warranty of the bag is with HoF. This is from KNOMO:

As you purchased the bag within the last two years, you are covered by the warranty on all KNOMO bags. However, you will need to deal with House of Fraser directly as they are where you purchased the bag directly from. Any bag purchased via a partner is still covered by the warranty.

Separate email from KNOMO

It seems that House of Fraser are not complying with your statutory rights as the consumer and are not honouring the warranty that is provided by the supplier, KNOMO, who they either raise a credit note to for the faulty item, or raise an order to replace it.

There is no reason why they would not do this, and as mentioned, this is within your statutory right and also has to be dealt with by them as the contract of purchase is held with them.

In which case KNOMO seem to be fobbing you off, as if their warranty does really apply, then they should be the ones resolving this. They seem to be dancing between your consumer rights and warranty.

If you find a fault with your product within these periods, we offer a free repair and warranty services.

RR8

Thanks, I'm not really sure what to do next!
How do I get KNOMO to comply to their own warranty as HoF are useless!
I just want a bag that works!!

screech_78

I work for a retailer who stocks KNOMO and we don’t advertise any warranty. The warranty is with KNOMO, nothing to do with House of Fraser. 

If you’re claiming on your consumer rights, then yes, that would be with HoF. After 6 months, the onus is on the consumer to prove the fault. I would say what you have from KNOMO would be sufficient, however remember that they can offer a partial refund instead of a repair or replacement. I think you’d be better of pursuing through the warranty however I do think KNOMO have misled you as their warranty only seems to cover items purchased through them so I think you’ll have a hard time finding a resolution under those terms. 

powerful_Rogue

RR8 said:

Thanks, I'm not really sure what to do next!
How do I get KNOMO to comply to their own warranty as HoF are useless!
I just want a bag that works!!

In fairness, HoF don't appear to be being useless, they are totally complying with your consumer rights. It's KNOMO that are giving you the run around. They don't seem to have a clue what they are talking about - this line from their email says it all:

It seems that House of Fraser are not complying with your statutory rights as the consumer and are not honouring the warranty that is provided by the supplier,

If the warranty is provided by the supplier, then it is for the supplier to deal with. HoF seem to be doing everything right when it comes to consumer rights.

RR8

I think they mean as HoF sold the backpack they are the supplier and so hold the warranty of the backpack. 
I'm also annoyed that HoF are going back on what they initially told be to do i.e. 'prove fault with the bag before we can issue a refund/replace' and they are now refusing to acknowledge that they asked me do this and that I've proved fault with the bag.

powerful_Rogue

RR8 said:

I think they mean as HoF sold the backpack they are the supplier and so hold the warranty of the backpack. 
I'm also annoyed that HoF are going back on what they initially told be to do i.e. 'prove fault with the bag before we can issue a refund/replace' and they are now refusing to acknowledge that they asked me do this and that I've proved fault with the bag.

HoF don't hold the warranty though, KNOMO do.

Warranty = Above + beyond your statutory rights and with the manufacturer.

Consumer Rights = With the retailer you purchased from.

There is no issue with HoF wanting to inspect the bag as well. You have to remember that even KONMO haven't even inspected the bag, so how can they clearly state that it's an inherent fault.

You seem to be getting annoyed at the wrong company here.

RR8

Thanks, that's helpful. How do I go about getting KNOMO to help? I've managed to have the issue passed to a manager in KNOMOs customer service team who has said:

In reference to dissapoint with bag and HoF:

I am more aware of the fact of your disappointment that there was a developed fault, and of course this is not what we expect from our bags, and part of the reason of offering a two year warranty. It is more disappointing to hear that your statutory rights are not being met by House of Fraser.

All that I can suggest is for you to raise the facts as above and that you are aware of your consumer rights and that it should be resolved for you by them.

...we can try to help as a last resort – however we are not obliged to, but of course we always try to support a KNOMO consumer.