House of Fraser not complying with warranty

powerful_Rogue

RR8 said:

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.

Sounds like you're going to get no-where with KNOMO as they haven't got a clue what they are talking about. Again they are getting their two year warranty mixed up with HoF statutory rights. How they can claim HoF are not meeting your statutory rights is pretty shocking.

You could reply to them highlighting everything you have been told in this thread of how they have got everything muddled, or you could say you want them to help as a last resort and see what they say.

Failing that, work with HoF and see what remedy they offer.

TELLIT01

Rather different situation but also a warranty claim with John Lewis.  I was given the option of taking the faulty item to their nearest store.  If you are concerned about it being lost or damaged you might want to ask if that is available to you.

The manufacturer saying that it is a known fault doesn't automatically mean that your bag is suffering that fault.  It's not unreasonable for the retailer to want to see the item.

comeandgo

Having had to deal with House of Fraser recently and their appalling customer services, check out their Facebook page, I would take knomo up on their offer, let them help you.

Manxman_in_exile

I agree 100% with ALL the posts @powerful_Rogue has made on this thread.  It's not clear to me that HoF have done anything wrong here, and looking at the emails from KNOMO it seems very clear to me that they don't know their **** from their elbow (or their statutory rights from their warranty).

@RR8 -  when you buy something that turns out to be faulty, your normal recourse is against the retailer and you do that by enforcing the consumer rights given to you under statute by Parliament.

But sometimes, if the item you bought comes with a warranty, the warranty will give you rights under its terms and conditions against the manufacturer.

So statutory consumer rights are normally enforced against the retailer, but warranties are normally enforced against the manufacturer.

KNOMO (they could be called KNOWLESS) seem to think that your statutory rights and their warranty are the same thing.  They are not!

If KNOMO are trying (rather ineffectively) to say that they want HoF to fulfil their warranty on their behalf, then they need to tell HoF that, and give them an assurance that they, KNOMO, will cover any costs HoF incur in doing so.

As has been said, it doesn't look like it's HoF giving you the runaround, it's KNOMO.

[EDIT:  You could try enforcing your statutory consumer rights against HoF, but if you bought it 18 months ago, they'd be entitled to inspect that it really was faulty and they'd be able to reduce the refund to reflect the fact you've had 18 months use out of it.  So it probably makes sense to go down the warranty route - against KNOMO!]

RR8

Thanks everyone for your responses.
I'll try and speak to Knomo again about honouring the warranty for the backpack. It would be helpful if you have any docs about warranty enforcement that can help with my case. 

born_again

RR8 said:

Thanks everyone for your responses.
I'll try and speak to Knomo again about honouring the warranty for the backpack. It would be helpful if you have any docs about warranty enforcement that can help with my case. 

There is no law/regulation on warranties. They are something a manufacturer provides, over & above consumer rights. So are subject to their T/C of the warranty. So you would need to read through these on their website.

powerful_Rogue

RR8 said:

Thanks everyone for your responses.
I'll try and speak to Knomo again about honouring the warranty for the backpack. It would be helpful if you have any docs about warranty enforcement that can help with my case. 

Exactly what born_again said above.

In regards to warranties, as they are over and above your consumer rights, they could legally include clauses such as "Claims can only be made at 09:27hrs every Tuesday and the customer must be wearing a pink jumper."

powerful_Rogue

Manxman_in_exile said:

I agree 100% with ALL the posts @powerful_Rogue has made on this thread.

Now that must be a first!

screech_78

Problem is though, as you didn’t buy directly from KNOMO, I don’t even think the warranty applies (and that’s fine, there’s no legal right to a warranty). 

KNOMO seem to be wording things really badly. They’re basically telling you they can’t help you as you didn’t purchase it from them and you’ll need to use your consumer rights against HoF. For that, they are entitled to inspect the bag and provide a remedy if they agree it’s an inherent fault. It doesn’t look like they stock these bags at the moment and they won’t repair it, so that leaves you with a partial refund. 

the_lunatic_is_in_my_head

powerful_Rogue said:

RR8 said:

Thanks everyone for your responses.
I'll try and speak to Knomo again about honouring the warranty for the backpack. It would be helpful if you have any docs about warranty enforcement that can help with my case. 

Exactly what born_again said above.

In regards to warranties, as they are over and above your consumer rights, they could legally include clauses such as "Claims can only be made at 09:27hrs every Tuesday and the customer must be wearing a pink jumper."

Terms don't need to comply with CRA but must still be legally fair, no sacrificing first borns or the like  


OP if you return the bag with Royal Mail via Tracked 48 it's currently £4.30 with a free collection and will be covered for £100:

https://send.royalmail.com/

Odds of Tracked going missing are slim but if it did that would solve your problem really as you'd get your £100 back! 

If HOF lose it then they'll have to sort it out which again would probably be a more straightforward resolve.

Best bet is to send it back and see what they say, I'd include a copy of the info from the manufacturer stating it's a known fault (as well as your order details of course).   

If HOF simply get a credit from the manufacturer for such problems hopefully they'd refund you in full but as mentioned after 6 months they can reduce the refund to account for ownership.