New rucksack ruined by repair

pinkshoes

@Ergates and @DanDare999 please put the handbags down...

@Poe79 - ultimately as you didn't purchase the bag then technically they do not have to honour any guarantee. Secondly, getting it repaired means that it functions correctly. Aesthetics aren't a priority. I imagine that perhaps they no longer stock the required colours so chose another that was suitable, which I think is more than fair. The shoddy stitching, however, is not ok, so I would contact them regarding that. I wouldn't even mention the elastic colour.

How have you stored the bag over the last few years? Airtight storage and dry? Otherwise elastic will perish over time.

Alderbank

Berghaus warranty and their repair service are quite different.
Warranty is time limited and restricted to original purchaser only.
Repair service is for the life of the item (rucksacks estimated at around 2-4 years) and is limited to making the item functional. They specifically say that the repair service will not remove stains, match colours, etc.
Number of repairs is unlimited. Perhaps you could just send it back for further work on those buckles?

Poe79

Hi all,

Sorry for the delay in updating this thread, life has been busy.

I got some poor responses from Berghaus who actually do not appear to have a complaints department or specific person responsible for complaints.

Which means making a complaint is frustrating in itself.

Anyway after contacting them with the issues I've mentioned here I showed my partner the rucksack and whilst handling it notice the passing around the back area was lumpy and it turned out in order to carry out their repair work they removed the steel back support bar (which is removable) but then forced it back in damaging the neoprene liner leaving it a lump at the bottom of the bag.





I think it really shows the lack of regard they have for customers belongings.

I also wondered how they used the correct colour thread to reconnect the lid to the main body of the rucksack but not for the stitching on the lid buckles.
Well I guess they ran out of places to pinch thread from, can you guess from these photos where that thread might have came from?



Anyway I demand that a member of management contacted me by end of business the following Monday or I would start the process of a claim via the small claim court.

I had the letter of notification for Berghaus already written as I was furious.

The following Monday they had offered me a new replacement rucksack which I excepted.

A truly appalling service (finally put right) from a company that I once highly regarded, a company that once supplied many of the pack seen on the backs of British soldiers.

I now understand why they no longer have that contact.

This rucksack isn't available in other Berghaus suppliers like Black's as it is also a military spec one.

The repairs should have been to military spec not weakened by some back ally novice.

Anyway that's all dealt with now and I'll soon giving away a new rucksack soon and selling a badly repaired one.

Some comments I am confused by is ones like if you give someone a gift/present like you would at Xmas or for birthdays that it would void the warranty as the recipient is not the original purchaser.

I guess next time I'll just ask the person who gave the item to me to return it because they retain the warranty.

And I think my photos and descriptions of the work and damage are quite clear and anyone who thinks that the repairs have been done to a good or exceptable standard and that they have not weakened the rucksack must have lower standards than myself and I wouldn't say my standards are high just reasonable.

Thanks all,

Poe.

TELLIT01

Giving something as a present doesn't void the warranty, but entitlement to claim under warranty remains with the purchaser.  If there is a problem with an item it would be for the purchaser to take action, not the recipient of the gift.