New rucksack ruined by repair

Poe79

Hi all,
A few years ago I was given a new Berghaus rucksack. At the time I didn't need it so put it to one side until a short time ago when I decided it was time to change from my usual pack.
It was then that I realised that there new Berghaus rucksack has a fault with the lid elastic.
As it has a lifetime guarantee I contacted Berghaus who said they could repair it if I sent it back at my cost.
I did this and put a note in with the rucksack with the reference number but also clearly saying as the rucksack is new and unused I did not want any repair work to be visible and if this could not be done they were to contact me first.
I received the rucksack back yesterday and it has been repaired so poorly that the that I feel like throwing it away.
First thing I noticed was that the new elastic is the wrong colour, black instead of olive green.
Then the stitching all the way around is wonky.
But by far the worst area is the two buckles have barely been reattached and their stitching is coming undone.
They never contacted me to say they couldn't call out the work to a good standard or so the repair would be unnoticeable.
Not only does it look awful but it has seriously weekend the rucksack.
This isn't a cheap rucksack it cost around £150 with its side pockets.
What are my rights in this case.
My own option opinion is that they have damaged and ruined the rucksack and it should be replaced.
I can't see a way to attach photos to help you see?
Thanks

Poe.

Poe79

Sorry, really should have checked my spelling in that post!!!
Poe.

shiraz99

Poe79 said:

Hi all,
A few years ago I was given a new Berghaus rucksack.

This first sentence says it all really. You have no consumer rights, as you never purchased the rucksack. Also, it may not be a cheap rucksack but as you never paid anything for it the price is largely irrelevant. The only thing you can really do is speak to Berghaus about the repair and see if they will do anything more.

Also, one thing to bear in mind is that the "lifetime" guarantee is the expected lifetime of the product and with rucksacks they deem it to be 2 to 4 years based on the manufacturer's date if you don't have a receipt of purchase. 

Poe79

Finally worked out how to add photos (it really wasn't hard!)

In the first and third images you can compare the quality of the original stitching holding the top of the buckle strap in place and the repair stitching closer to the buckle along the black elastic.
And the last image shows how wonky the stitching is.

Poe79

And here is the before photos showing what it should look like.

shiraz99

As I said, all you can do is complain to Berghaus regarding the quality of the repair and see what they say. I'd focus on the loose or poor stitching on the buckles rather than what colour lining has been used as the repair I'd imagine has to be functional, there's nothing in their guarantee that says it has to look as it was new.

Aylesbury_Duck

You're reliant upon goodwill, because you have no consumer rights with Berghaus.  As it is, it looks as if they've already done more than they needed to, because I suspect the lifetime guarantee applies to the purchaser and doesn't transfer - you'd need to check the terms of the guarantee to see if that's the case.  It sounds as if you didn't pay for the repair, just the postage.  Is that correct?

All you can do is be as pleasant as you can with them in the hope they help.

jon81uk

Poe79 said:

And here is the before photos showing what it should look like.

What was wrong with the previous trim? Looks fine in those pictures.

the_lunatic_is_in_my_head

Their website says if there is no proof of purchase the guarantee starts from the sate of manufacture so there doesn't appear to be any requirement to prove the owner is the purchaser to claim under the guarantee.

In my view any repair they carry out should be to an acceptable standard (I don't know if this is or isn't).

OP your best bet is to send them the photos, politely and briefly point out why you aren't happy and see what they say, they might simply agree it isn't good enough  

Poe79

Thanks for the replies,
The original elastic no longer contracted, it had lost all is elasticity.
I would never have sent it back to be repaired to a lower standard it just doesn't make sense.
If the rucksack had seen a few years of use and was damaged before going in for repair I could find this more exceptable but it's brand new.
I have emailed them and waiting for a reply but wanted to know where I ultimately stand to.
What bugs me more is fact I asked them not to repair it if it wasn't possible without being a clearly visible repair and to contact me which they didn't do.
Cheers,
Poe.

DanDare999

Poe79 said:

Thanks for the replies,
The original elastic no longer contacted, it has lost all is elasticity.
I would never have sent it back to be repaired to a lower standard it just doesn't make sense.
If the rucksack had seen a few years of use and was damaged before going on for repair I could find this more exceptable but it's brand new.
I have emailed them and waiting for a reply but wanted to know where I ultimately stand to.
What bugs me more is fact I asked them not to repair it if it wasn't possible without being a clearly visible repair and to contact me which they didn't do.
Cheers,
Poe.

It's not, although it's unused you say it's a few years old. Storage conditions may have had an effect on the elastic.