Company insisting I repair faulty good

TELLIT01

The repair may be as simple as unzipping the lining, undoing a couple of screws or bolts and reversing the process wit the new lock.

Okell

ThumbRemote said:

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.

I don't think the "disproportionate" caveat applies to refunds. 

s23 refers to situations where the consumer has requested only either a repair or a replacement.  If the consumer has asked for a repair, then the retailer can instead opt for a replacement if a repair would be disproportionate.  And if the consumer has asked for a replacement the retailer can instead offer a repair if a replacement would be disproportionate.

A seller can't refuse a refund on any grounds (including disproportionality) if the consumer is entitled to one.

Of course, if a consumer is only entitled to, and asks for, a repair or a replacement, there is nothing to stop the seller offering a refund if they considered a repair or replacement to be disproportionate.  But I don't think the consumer would be bound to accept it if they wanted a repair or a replacement...

Having said that, I agree that nowhere does the CRA suggest a DIY repair as a statutory remedy.

[Edit:  You are of course also right to point out to @Mark_d that the "disproportionality" or otherwise of collecting the suitcase doesn't come into this - under the legislation.  I should have made clearer that I agreed with you on that comment.  Apologies]

Okell

Alderbank said:

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. 

Doesn't s42 only apply to digital content?

Are you thinking about s19(9), (10) and (11) which seem to be the corresponding sections in relation to physical goods?

I think the "other remedies" referred to in both s19 and s42 might be limited to other forma of legal enforcement remedies outside the CRA as that is all the two sections list.  They don't mention DIY repairs...

Insofar as any agreement between the seller and the consumer does not attempt to limit either the seller's responsibilities to the consumer or the consumer's rights, there's nothing to stop them doing agreeing what they like, but I'd suggest that the seller is simply evading their responsibilities under the legislation.  If I were the consumer I'd be concerned about inadvertantly damaging the case further while trying to repair it.

Okell

TELLIT01 said:

The repair may be as simple as unzipping the lining, undoing a couple of screws or bolts and reversing the process wit the new lock.

It may or may not be.

born_again

ajcm8 said:

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)?

Take it back to retailer for a exchange given the time frame. If you bought in store.

Money_Grabber13579

Alderbank said:

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. 

Agreed, I bought a set of saucepans and the handle broke on one. I didn’t even think of sending the saucepan back to them and was more than happy when they sent me a replacement handle in the post, which I had to fit myself.

flaneurs_lobster

All this speculation could be eased if the OP were to be kind enough to 

a) return to the board 
b) tell us if the case was purchased in-store or online
c) confirm if it's a £15 Chinese no-name lugger or a £10k Louis Vuitton Travelling Trunk (or something in-between)