H Samuel help needed!

carolan78

My brother bought a platnium engagement ring in October 2006 from H samuels. It cost 600 quid, he didn't take ot an extended warrenty.

His then gf accepted and they got married last June anyhoo the ring lost one of the diamonds between xmas and new year. His wife took it back to the h samuels it was purchased from along with the reciept. The woman she spoke to agreed it should be a foc repair and accperted the ring in for repair and gave her a reciept stating the cost would be 0.00 t also says the ring was inspected on this reciept.

My sil got a call yesterday to state the repair had notet been done as it would be chargable but they were prepared to charge her just cost price. I contacted H Sams (my sil is very shy and doesn't know how to deal with strangers so she just goes along with what they are saying). I spoke to the deputy manager and she is stating it is possible the stone has come out due to wear and tear!!! I disputed this and stated in my opinion the ring is not fit for purpose as the clasp holding the diamond should not have worked loose after 13/14vmonths, maybe 13/14 years but certainly not this soon.

She is now off back to her manager and will be intouch but she said they are already doing it at cost as a goodwill gesture. All I want to know is A. Has anyone else had these prblems and how did you resolve them? B. Does it sound to you the goods were not fit for purpose?

Forgot to add she said the ring will have to be sent to birmingham for inspection if we are disputing paying for repair.

Norma_Desmond

No way should any stone work loose from a 'quality' ring after this length of time!
My engagement ring is antique and over 100 years old and the diamond is still secure.
It's a bit late to say it now, but I never buy new jewellery - the quality just isn't there and the mark-up is ridiculous.
Good luck with your quest; just threaten H. Samuel with adverse publicity/legal action - they'll soon get the ring repaired.

carolan78

No nor would I my engagement ring is antique too and cost a fraction of the new one lol. Sil ha asked me to deal with them as she is easily bullied so I am already planning my next move just not sure whether I should go down trading standards route or try taking it above the stor managers head to head office first.

Blacksheep1979

it's nothing to do with trading standards - write to head office explaining your case and if possible get a statement from a private decent jewelers that states they would expect a ring to last more than 18months and lay out what you expect them to do to remedy the situation.

ajb69

I had something similar happen to me with my (now) wife's platinum ring; the only way to sort this is to go and get an independent assessment. H Samuel will just put it down to wear and tear, and while you may argue them down eventually anyway, it's much quicker with an expert.

I thought an indepedent assessment would cost a fortune but I went to Goldsmith's Company (the guys who do the hall-marking - not just for gold but also platinum). They gave me a *free* assessment from a real expert (someone who normally does the assays); it took a few days but they gave me a report stating that this was down to design flaws.

EDIT: incidentally, this was after about 2 years - they were able to tell this was due to flaws in the construction, rather than wear and tear - apparently it was obvious through a microscope to an expert!

After that, the jeweller had to give me a free replacement, plus they also offered compensation for the "delay"; they'd started to argue before I got the assessment, but they really can't argue with the Goldsmith's - these guys are effectively their regulator, and they'd have been in a lot of trouble for selling shoddy goods otherwise.

This was in London, where they are based, but I think they have centres all over the country. http://www.thegoldsmiths.co.uk

As a general thing; be very careful with "cost price"; jewellers pay next to nothing for the metal. A plain £120 platinum ring will actually cost £10-20 trade - I used to work near Hatton Garden in London so I got a few rings from trade-only places. It's unbelievable but true I'm afraid. So whatever price HS quote you for the repair work - it will still have a very healthy profit margin in it. #

As I said, I don't know if you're based in London, but if you are - go to Hatton Garden and get one of the jewellry workshops in the basements of most buildings to give you a quote - you may be surprised at the difference. Most may say "trade-only" on the sign, but if you are paying cash they won't ask too many questions in my experience.

I hope this is of some help!

Cheers

d

Blacksheep1979

sorry but if you had a supposed platinum ring for £10-20 you've either been very lucky (and they've lost money) or you've been had as say a ring is 3g aprox 1/10th of an ounce and the price of platinum is aprox £800 an ounce.....

robert_harper_2000

Excellent advice, if you get independent check then worst case you would take it through small claims and will that kind of proof you would have no trouble. Also all us are here to help :P

purplefiona

Platinum at current price is £809.40 per ounce according to the London Price Fix. http://www.jewellerycatalogue.co.uk/gold_jewellery/metal_prices.php
Its a precious metal, not a cheap one.

Jewellers do NOT " pay next to nothing for the metal."
Anyone who thinks that, I suggest popping into one of the trade shops in Hatton Garden and picking up some platinum casting grain. See how much you get for £10.

A piece of jewellery has to be well made to last: like a car does. you wouldn't buy a Yugo and expect it to look or run like a Rolls Royce, equally though you would expect it to last a reasonable amount of time.

H Samuel sell cheap n cheerful jewellery, however, they absolutely should repair it f.o.c. without question. I've worked at a jewellers and unless there is incredibly obvious accidental damage it is simply a matter of good customer service.

I agree with the above posts: Get it independently assessed. And next time when shopping for jewellery, go for quality, or pop yourself on a jewellery making course. Its not as impossible as it seems, and theres nothing as personal as something you've made yourself

carolan78

Thank you all for your advice - a quick update

H Samual called and the manager would not repair foc just cost - I argued with them (not irate just assertivly and stated it was unacceptable) they have now sent the ring to birmingham to be assessed to see if the damage is wear and tear or a design fault.

The only thing that is bugging me about all the messing about is the fact we have a reiept here which we got when the ring was handed back to them stating the diamond would be reset and the charge is 0.00. It also states the ring was inspected. Surely they can go back on this and the reciept is some kind of contract.