New rucksack ruined by repair

Poe79

Hi Dandare999,
My point about it being new is the condition of the item, Immaculate and unused.
So I expect a repair by a company who manufactures the item to reflect the quality and condition prior to the repair.
When items such as these a purchased new from a store they could already have been in stock a few years but would still be described as brand new.
Poe. 

Ergates

I don't think your complaints about the colour of the elastic will go anywhere - it's not like the rest of the bag is all one colour and it already had black components.    I also don't think the general neatness (or lack thereof) of the stitching is a particularly strong compaint either - after all, it's a rucksack not a wedding dress.  "Ruined" is quite a bit of an exageration too - it still functions as a rucksack, the specific colour of the elastic wasn't a critical aspect of it and the stitching isn't even visible from more than a few inches away.

However, the stitching on the buckles shouldn't be coming apart and I think it would be reasonable to ask them to redo that part (and ask them to pay for the postage).

km1500

The stitching is appalling and I would expect better from them. It may be they contracted the repair out - if so, their quality control is also appalling. I would definitely complain.

TELLIT01

I think you complaint about the quality of the stitching is entirely valid, but assuming they address that, the rucksack hasn't been ruined by different coloured stitching.  Keep your complaint to the quality of work done and you are more likely to get a favourable reaction.

Poe79

Thanks for the replies.

I'll see what Berghaus respond with.

Ergate, not sure why you feel I should value a wedding dress more than a rucksack. Would it also matter if I lived in a bedsit in Glasgow or a 12 bed mansion in Devon. Should my property be treated any differently?

Thanks again all, I'll post back.

Poe. 

Aylesbury_Duck

Poe79 said:

Thanks for the replies.

I'll see what Berghaus respond with.

Ergate, not sure why you feel I should value a wedding dress more than a rucksack. Would it also matter if I lived in a bedsit in Glasgow or a 12 bed mansion in Devon. Should my property be treated any differently?

Thanks again all, I'll post back.

Poe. 

I don't think it was a comment about value, it was about the relevance of the nature of the complaint.  A wedding dress's primary function is to be visually appealing, whereas a rucksack's is to be functionally helpful.

Ergates

Aylesbury_Duck said:

Poe79 said:

Thanks for the replies.

I'll see what Berghaus respond with.

Ergate, not sure why you feel I should value a wedding dress more than a rucksack. Would it also matter if I lived in a bedsit in Glasgow or a 12 bed mansion in Devon. Should my property be treated any differently?

Thanks again all, I'll post back.

Poe. 

I don't think it was a comment about value, it was about the relevance of the nature of the complaint.  A wedding dress's primary function is to be visually appealing, whereas a rucksack's is to be functionally helpful.

Precisely - plus with use rucksacks tend to get battered a dirty anyway, so any wonky stitching wouldn't be out of character.

Poe79

I guess it depends how much you respect your possessions.
Some people have low standards whereas others realise the value of what they have and look after them and expect others to do the same.
Sorry if my previous comment was unnecessary.
Poe.

Ergates

Poe79 said:

I guess it depends how much you respect your possessions.
Some people have low standards whereas others realise the value of what they have and look after them and expect others to do the same.
Sorry if my previous comment was unnecessary.
Poe.

It's not a matter of low standards, it's a matter of which properties of a thing you think are important.   For a rucksack, most people would consider things like: structural integrity; durability; weight; comfort; capacity; layout/features to be the important factors.  The colour of the trim and/or stitching would be unlikely to count for much.

Incidentally - if we're talking about "unnecessary" comments, then implying that people who value different things from you have "low standards" is highly insulting.

MalMonroe

You didn't buy it and it isn't new.

On the Berghaus website https://www.berghaus.com/product-lifetime-guarantee.list

they specify what isn't covered under their lifetime guarantee. At the bottom of that list it says -

"Second hand items. Unfortunately, our guarantee covers only the original owner  .  .  ."

But if you look at another part of their website - https://www.berghaus.com/repairs.list

Under 'Getting the Job Done' they say, under step 3 -

"Our team will get to work on your repair. They are masters of their craft and will keep you in the loop at every stage of your item’s journey — just in case you miss it a bit too much."

They obviously failed to do that with you and have also proved that they are not 'masters' of anything.

Further down that same page there's the heading : 'If a product can't be repaired, what happens?' with the relevant information for that scenario. 

I think their website is confusing, and especially the fact that the 'lifetime guarantee' which applies to the lifetime of their products rather than their customers, does not actually mean 'lifetime' in every case.

You could do worse than contact them again and tell them how very disappointed you are in their 'repairs'. Your photos show they have done a terrible job throughout and despite their assurances, you were not 'kept in the loop' at all. Now they've embarked upon this 'journey' with you, the decent thing for them to do, in my opinion (and that's all it is) is to either replace or refund. If they had refused to do any repairs at all, then you might not be in such a strong position but the fact that they elected to take action indicates they want to put things right. Unfortunately, their right is all wrong!

Do chase them and ask them to put things right.