Nike 2 yr warranty return problem

paul2836

We sent a pair of trainers back to nike under their two year warranty, they were 8 months old, after talking to Nike via chat and sending photo's of the problem they supplied a postage label and we sent the shoes back.
After a couple of weeks I phoned them up and was told that the process could take between 4 & 6 weeks. I am now 9 weeks in and no nearer getting the gift card for the trainers that they promised, every time I ring they just say it's been escalated and they are waiting for a reply. 
Three weeks ago I was told it's with the payment department, then last week I rang and was told it's with the quality department. It's getting beyond a joke now and they can't say how much longer it could take. Any one else had similar problems? 

Okell

1.  If you returned them under warranty, what Nike will do and how long it will take all depends on the T&Cs of the warranty.  If the terms don't specifiacally mention this, all you can do is keep badgering them.

2.  If the shoes are only 8 months old you might be entitled to have them replaced or repaired for free under the Consumer Rights Act 2015 (legislation.gov.uk) depending on what is wrong with them.  Are you able to demonstrate that the fault or whatever it is was present when you bought them or that they are not of satisfactory quailty etc and that you have not damaged them?

SamCowley1234

I have the exact same problem, I had a pair of shoes I sent back under their warrenty due to being faulty and found a thread on reddit saying it was a common fault with that shoe.

Mine were received on the 1st June at their warehouse and I have spoken to them 4 times (kept copies of all chats), they just say its being escalted everytime and no other updates from them. I think I am on week 13/14 of waiting, which is obviously a lot longer than the time they quote. 

Okell

SamCowley1234 said:

I have the exact same problem, I had a pair of shoes I sent back under their warrenty due to being faulty and found a thread on reddit saying it was a common fault with that shoe.

Mine were received on the 1st June at their warehouse and I have spoken to them 4 times (kept copies of all chats), they just say its being escalted everytime and no other updates from them. I think I am on week 13/14 of waiting, which is obviously a lot longer than the time they quote. 

1.  Did you buy them direct from Nike?

2.  When did you buy them?  (Exact date)

3.  When did you notify Nike of the problem?  (Exact date)

4.  Whan did you return them?  (Exact date)

4   How much were they?

5.  How did you pay?  Credit card or debit card?


13 - 14 weeks is an unacceptably long time, but as explained above, if you are using Nike's warranty rather than your legal rights against the seller under the Consumer Rights Act 2015, then what Nike are legally obliged to do depends entirely on the T&Cs of the Nike Warranty.  What do those say about timescales etc?

You (and @paul2836) will get better advice if you answer the numbered questions above

Grumpy_chap

Okell said:

T&Cs of the Nike Warranty.  

This must be quite important if there is a two year warranty offered on a product (training shoes) which, if actively used, could be expected to have a life of a year or less.
https://www.runnersneed.com/expert-advice/gear-guides/replace-running-shoes.html

Okell

Grumpy_chap said:

Okell said:

T&Cs of the Nike Warranty.  

This must be quite important if there is a two year warranty offered on a product (training shoes) which, if actively used, could be expected to have a life of a year or less.
https://www.runnersneed.com/expert-advice/gear-guides/replace-running-shoes.html

I suspect they are "lifestyle" Nikes and that people won't buy them for any reason other than to be seen to own a pair...