Company insisting I repair faulty good

ajcm8

I bought a suitcase in November, with a security lock. When I tried to set the lock up in December the lock stuck. I contacted the seller, who requested a photo of the lock. The company then said that they would send me a lock so that I could repair it myself  (which they said was easy). I am not comfortable with making the repair myself but they are insisting. Am I entitled to ask them to make the repair (under the sale of goods act)?

user1977

Who is the seller? If they're overseas then it may be the best offer you're going to get.

Mark_d

It sounds like replacing the lock is straightforward.  It would be disproportionate to collect the suitcase, repair it and send it back to you.  Perhaps you have a friend who could help you out making the repair?  If the company's guidance is followed and the result is unsatisfactory, I don't see why you couldn't then require a replacement suitcase from the company.

flaneurs_lobster

Could you share that photo of the lock?

How much did the suitcase cost? Was it purchased online?

TELLIT01

If it's a straightforward process it would make far more sense than sending the case back for repair.

Okell

What happens if the OP attempts a repair but causes new damage to the suitcase?  Is that covered under the CRA?

Alderbank

Okell said:

What happens if the OP attempts a repair but causes new damage to the suitcase?  Is that covered under the CRA?

I don't think the CRA covers any damage caused by the consumer.

Edited to add:
Remember that under s24(5) of the CRA if the repair is unsuccessful the consumer can reject the goods for a refund.

Ergates

I'd suggest waiting to see what is involved in replacing the lock when the part and instructions arrive.   It might be as simple as they imply.  If it isn't, then you'll have more ammunition to go back to them.

Okell

Alderbank said:

Okell said:

What happens if the OP attempts a repair but causes new damage to the suitcase?  Is that covered under the CRA?

I don't think the CRA covers any damage caused by the consumer.

Edited to add:
Remember that under s24(5) of the CRA if the repair is unsuccessful the consumer can reject the goods for a refund.

Quite - I'd be very reluctant to attempt any repair myself unless it was literally a question of unclipping and reclipping something, or unscrewing it and rescrewing it.  Even then I'd be concerned that the seller would say that I'd caused or cotributed to the problem.

I think s24(5) applies to repairs undertaken by the seller

ThumbRemote

Mark_d said:

It sounds like replacing the lock is straightforward.  It would be disproportionate to collect the suitcase, repair it and send it back to you.  Perhaps you have a friend who could help you out making the repair?  If the company's guidance is followed and the result is unsatisfactory, I don't see why you couldn't then require a replacement suitcase from the company.

You're using a term from the CRA - disproportionate - but out of context. The CRA states that a retailer cannot be forced into a remedy that is disproportionate compared to the others. 

Repair
Refund
Replace

There is no option 4 where they expect the consumer to do a repair.

Alderbank

They have offered to Replace the wheels.

But s42 of CRA goes out of its way to say that the the consumer's remedy is not limited to those three options, so 'option 4' is quite legally whatever both parties agree would solve the issue.

I have sometimes had a problem over an item I have bought and been quite satisfied when the supplier has sent me a replacement part to fit myself. I don't think I am unique.