Bracelet

MoneyP

Hi All,

I'm here for some advice please.

So my husband bought me a bracelet for Christmas. He ordered online from H Samuel.

The bracelet snapped.

My husband took it into the store and they said it needs to be sawed and charged him.

This evening, he received a call. They claim they need another ££ in order to complete the work. They need to remove stones in order to complete the repair.

So basically a £100 all to together. He did not take out any insurance on it. As he's bought me other jewellery from there going on years now and nothing like this has happened. I've another bracelet on my other hand, going on years now and it's still going strong from them. I also have a necklace and a ring too. All worn for years and haven't taken off.

Can you advise in regards to jewellery warranty on a bracelet breaking in such a short time. I have no clue how it broke, the other bracelet is stil in tact, but the new one is broken already.

I guess if we have to pay then we'll have to. But I try looking on their website for warranty and could not find anything.

Any advice welcome.

Thank you in advance for your kind help.

DullGreyGuy

It's under 6 months old and so the assumption will be that it's faulty unless the retailer can substantiate that it was damage done by you. 

MoneyP

DullGreyGuy said:

It's under 6 months old and so the assumption will be that it's faulty unless the retailer can substantiate that it was damage done by you. 

Thank you for your kind help.

How will they substantiate such evidence?

As I don't even know how it broke. I woke last week and it broke in between the links. I cannot figure out that happened.

So is my best bet to contact customer service in qriting? Stating the above? Any advice on how approach the subject in writing, would be grear.

Thank you for kind response.

DullGreyGuy

I prefer the less confrontational approach and would simply be asking them why they've said there will be a charge to fix a faulty item thats under 6 months old?

Seeing the item and how it's broken will make determination of fault or damage much easier. For example if they are open links and one has gone from an O to a distorted C shape then that would suggest it's been pulled. Now you could argue back potentially but you'd certainly be on the back foot. If instead a link has  clean sheered in half that potentially more points to a weakness and so manufacturing fault. 

sheramber

it appears your wore it in bed.

Could it have caught on something during the night?

TELLIT01

sheramber said:

it appears your wore it in bed.

Could it have caught on something during the night?

That would certainly be my assumption, and it's one the OP would be unable to disprove.  As that is the likely cause, it is accidental damage not a fault in manufacturer.  In that situation there is no reason why the retailer would/should repair the item without charging for the work.

MoneyP

DullGreyGuy said:

I prefer the less confrontational approach and would simply be asking them why they've said there will be a charge to fix a faulty item thats under 6 months old?

Seeing the item and how it's broken will make determination of fault or damage much easier. For example if they are open links and one has gone from an O to a distorted C shape then that would suggest it's been pulled. Now you could argue back potentially but you'd certainly be on the back foot. If instead a link has  clean sheered in half that potentially more points to a weakness and so manufacturing fault. 

So we should speak to the sales person in person? I would be under the impression that they can not do much, it would require a more formal discussion not confrontational but in writing.

We received the call and sure from where, if it's the shop or customer service.

The links on this bracelet is odd even the clapse is odd. The clapse is not the common hook through the ring type of clapse. You have to insert it into the other end which is shaped like a box, snapped it in, then bring down the pointy underline and it's locked. That came loose and the bracelet came off my wrist while I was working at my desk once.

The links inbetween are so rough too not as well done and smooth like my other bracelet, which is much older.

MoneyP

sheramber said:

it appears your wore it in bed.

Could it have caught on something during the night?

So jewellery can not worn in bed or to be? They should be removed nightly? I have three other pieces which are years old and from the same retailer. None thing happened to them to date all treated the same way.

All the bed linen are sheets and smooth, divets covered, no fancy knit wear to be caught on.

bluelad1927

 Irrespective of how old other jewellery is it is still possible for something to be accidentally broken. If you were asleep is it not possible that you could have even caught it with your other hand?

DullGreyGuy

MoneyP said:

sheramber said:

it appears your wore it in bed.

Could it have caught on something during the night?

So jewellery can not worn in bed or to be? They should be removed nightly? I have three other pieces which are years old and from the same retailer. None thing happened to them to date all treated the same way.

All the bed linen are sheets and smooth, divets covered, no fancy knit wear to be caught on.

Depends on the jewellery... clearly things like Cartier's Love bracelet is intended to be warn constantly given its screwed together on you. 

When something is new to you then you are probably more likely to catch it etc because your not used to it being there etc, 99% asleep and wondering what the hell this thing around your wrist is etc. Clearly some designs/materials are more delicate than others and so higher risk to wear especially whilst growing custom to it. 

There still potentially differences in how the damage would look if its caught and pulled -v- a manufacturing defect 

MoneyP

bluelad1927 said:

That's quite an answer to a simple question. Irrespective of how old other jewellery is it is still possible for something to be accidentally broken. If you were asleep is it not possible that you could have even caught it with your other hand?

I can not prove that.

But my question is why do we have to pay to prevent burning of the stones?

We already paid in full for sawing of the link that apart. Which they already charged us. That's fine by us.

Now they claim they want to prevent burning of the stones. They don't know how to prevent without an additional cost?