Blinds2Go Warranty dispute

10mm

Bought some blinds from them in 2016. In 2018, the cord broke as it had frayed from rubbing on the blind.

They offer a 1yr manufacturing warranty, and then an additional 4 years to cover parts and cords.

In 2018, they replaced the blind, and offered me a discount to purchase 3 more blinds to match as the replacement wasn't available in the original colour.

We're now in 2023, and the blinds cord has snapped again for the same reason. A manufacturing fault causing the blinds frame to rub on the cord, causing it to fray and snap.

Blinds2Go are saying it isn't repairable, as the cause of the cord snapping is due to a manufacturing fault, which only has a 1 year warranty.

Whilst this might be the cause, the only reason a cord would break is due to a manufacturing fault, so it's rendering their extended warranty useless.
I've tried to state my case, however they're refusing to budge, and instead offering a 25% discount on a reorder.

To add additional insult, the blind that broke is in the middle of a run of 4 of them, and they no longer supply the blind in the style we have. They have the colour, but not blackout.  So have said I can either have the blind replacement as non blackout, or a different colour.  The other blinds in this run are also showing signs of wear on the cord, and upon inspection, is for the same manufacturing fault.

Any ide where I stand with this one?

born_again

10mm said:

Bought some blinds from them in 2016. In 2018, the cord broke as it had frayed from rubbing on the blind.

They offer a 1yr manufacturing warranty, and then an additional 4 years to cover parts and cords.

In 2018, they replaced the blind, and offered me a discount to purchase 3 more blinds to match as the replacement wasn't available in the original colour.

We're now in 2023, and the blinds cord has snapped again for the same reason. A manufacturing fault causing the blinds frame to rub on the cord, causing it to fray and snap.

Blinds2Go are saying it isn't repairable, as the cause of the cord snapping is due to a manufacturing fault, which only has a 1 year warranty.

Whilst this might be the cause, the only reason a cord would break is due to a manufacturing fault, so it's rendering their extended warranty useless.
I've tried to state my case, however they're refusing to budge, and instead offering a 25% discount on a reorder.

To add additional insult, the blind that broke is in the middle of a run of 4 of them, and they no longer supply the blind in the style we have. They have the colour, but not blackout.  So have said I can either have the blind replacement as non blackout, or a different colour.  The other blinds in this run are also showing signs of wear on the cord, and upon inspection, is for the same manufacturing fault.

Any ide where I stand with this one?

So you are out of warranty period.

25% discount is a good offer after 5 years.
If you went Consumer rights you might only get 1/6th of the cost, given a perceived life of 6 years..

Maybe go for vertical, rather than roller blinds 👍

screech_78

You wouldn’t even be able to enforce any consumer rights as you only have 6 years in which to make a claim. The original purchase date of 2016 is when this runs from so out of time. 

I’d take them up on their offer. 

the_lunatic_is_in_my_head

If you purchase all 4 together you can reject all 4 together (but must reject any other blinds, or anything else, that was on the order as well).

With regards to consumer rights they appear to acknowledge the issue so it's mainly a question of how much of a refund is due.

I have no idea how long blinds should last, I guess it would depend on the price paid. 

Where has the cord snapped OP? Is there a chance of a bit of bodge fix tying it back together again? If not is there an independent place nearby that could repair it? 

You could then claim the cost of repair as a price reduction and keep the blinds rather than rejecting them for a refund. 

DullGreyGuy

Given you bought them 7 years ago you are beyond the 5 year warranty. There is also reasonable prospect of any legal claim being declared as statute barred as over the 6 years allowed for maters of contracts. As such you are on the back foot and getting anything at all from them should probably be considered a good result. 

Is there any reason you cannot buy and fit replacement cords?

10mm

DullGreyGuy said:

Given you bought them 7 years ago you are beyond the 5 year warranty. There is also reasonable prospect of any legal claim being declared as statute barred as over the 6 years allowed for maters of contracts. As such you are on the back foot and getting anything at all from them should probably be considered a good result. 

Is there any reason you cannot buy and fit replacement cords?

To clarify, they were bought in 2016, and replaced in 2018. We paid a bit more as they couldn't offer the same fabric in 2018, so replaced all 4, but got thermal ones for the difference.

No chance of a repair. They're the conservatory blind style, concertina type.  The hole in which the cord runs though appears to not be aligned so as you open and close them, it drags the cord along the metal frame, fraying the cords until they snap.

RefluentBeans

Did the warranty restart? Most of the warranties I have had in the past continue from the original purchase date. I would imagine this is the case with the replaced blinds - but the warranty on the new blinds (to colour match) is probably a new warranty. 

I understand your point regarding the cords warranty. I did a quick check of the warranty T/C’s and can only see a very small section on their site (basically excusing themselves of delivery and installation and delivery fees along with the standard malicious/negligent user error), and a paragraph on their general terms and conditions. I would push further asking what the cords warranty includes; as I agree - if the cords can only break via normal wear and tear or manufacturing defect - I’m not quite sure what the warranty for the cords would actually include. 

I think the question is what do you want as a solution? I’d start there and then try and find a compromise that you’re both happy with. Often the first offer isn’t the best offer. 

The 25% offer, if claiming via the CRA, is generous though but I think this should be a warranty issue in all honesty. Just go politely but firm that you’re not happy with the solution offered and want to know why it’s not covered under the warranty, and what would be. 

tightauldgit

10mm said:

DullGreyGuy said:

Given you bought them 7 years ago you are beyond the 5 year warranty. There is also reasonable prospect of any legal claim being declared as statute barred as over the 6 years allowed for maters of contracts. As such you are on the back foot and getting anything at all from them should probably be considered a good result. 

Is there any reason you cannot buy and fit replacement cords?

To clarify, they were bought in 2016, and replaced in 2018. We paid a bit more as they couldn't offer the same fabric in 2018, so replaced all 4, but got thermal ones for the difference.

No chance of a repair. They're the conservatory blind style, concertina type.  The hole in which the cord runs though appears to not be aligned so as you open and close them, it drags the cord along the metal frame, fraying the cords until they snap.

Replaced under warranty in 2018? Unless it's an unusual warranty then it will still run from the date of original purchase, not when they replaced them. The ones you bought in 2018 (it seems like you bought more to match?) may still be covered depending on the date. 

If they aren't willing to replace under warranty then you can certainly try to exercise your consumer rights although be aware if it comes to a refund then they can discount for usage which might well be most or all of the value of the product since you've already had 5 years usage.

HillStreetBlues

You are out of time on the one replaced, but the other 3 you could claim for if you wanted to,  but will have a hefty deductions.
A 25% discount IMO is to useless as why would anyone buy more blinds from that company with the issues you have had.
With the 3 blinds how much did each cost and did you use a credit card to buy them?
 

born_again

tightauldgit said:

10mm said:

DullGreyGuy said:

Given you bought them 7 years ago you are beyond the 5 year warranty. There is also reasonable prospect of any legal claim being declared as statute barred as over the 6 years allowed for maters of contracts. As such you are on the back foot and getting anything at all from them should probably be considered a good result. 

Is there any reason you cannot buy and fit replacement cords?

To clarify, they were bought in 2016, and replaced in 2018. We paid a bit more as they couldn't offer the same fabric in 2018, so replaced all 4, but got thermal ones for the difference.

No chance of a repair. They're the conservatory blind style, concertina type.  The hole in which the cord runs though appears to not be aligned so as you open and close them, it drags the cord along the metal frame, fraying the cords until they snap.

Replaced under warranty in 2018? Unless it's an unusual warranty then it will still run from the date of original purchase, not when they replaced them. The ones you bought in 2018 (it seems like you bought more to match?) may still be covered depending on the date. 

If they aren't willing to replace under warranty then you can certainly try to exercise your consumer rights although be aware if it comes to a refund then they can discount for usage which might well be most or all of the value of the product since you've already had 5 years usage.

From Op

They offer a 1yr manufacturing warranty, and then an additional 4 years to cover parts and cords.

So out of time for warranty.

RefluentBeans

born_again said:

tightauldgit said:

10mm said:

DullGreyGuy said:

Given you bought them 7 years ago you are beyond the 5 year warranty. There is also reasonable prospect of any legal claim being declared as statute barred as over the 6 years allowed for maters of contracts. As such you are on the back foot and getting anything at all from them should probably be considered a good result. 

Is there any reason you cannot buy and fit replacement cords?

To clarify, they were bought in 2016, and replaced in 2018. We paid a bit more as they couldn't offer the same fabric in 2018, so replaced all 4, but got thermal ones for the difference.

No chance of a repair. They're the conservatory blind style, concertina type.  The hole in which the cord runs though appears to not be aligned so as you open and close them, it drags the cord along the metal frame, fraying the cords until they snap.

Replaced under warranty in 2018? Unless it's an unusual warranty then it will still run from the date of original purchase, not when they replaced them. The ones you bought in 2018 (it seems like you bought more to match?) may still be covered depending on the date. 

If they aren't willing to replace under warranty then you can certainly try to exercise your consumer rights although be aware if it comes to a refund then they can discount for usage which might well be most or all of the value of the product since you've already had 5 years usage.

From Op

They offer a 1yr manufacturing warranty, and then an additional 4 years to cover parts and cords.

So out of time for warranty.

Depends when in 2018 they were bought. It’s not a 1 year warranty included in a 4 year warranty; it’s a 1 year warranty then a 4 year warranty (5 year total). Sequential not parallel.