Sleepmasters (Bensons for Beds) - Warranty

Guys

After 4 conversations with Bensons for Beds (Sleepmasters) and establishing that there customer service skills are appalling (Although the Customer Service Supervisor / Manager at least understood my frustration), I feel a little conned.

So my question before I go into the detail is - "How long should spares be kept and made available for a product that is in warranty" ?

- Bed & Mattress Purchased 4 Years Ago
- Warranty 5 years
- Faulty Legs on Ottoman Frame
- Memphis No Longer Make Ottoman Beds

So I phoned up and got the issue registered with a lady at Benson for Beds. She advised she would speak to the parts department and get back to us.

Second phone call back, so confusing, poor customer service! She presumed we knew the process & procedures in relation to refunds and exchanges etc. Offered us approx £250 but DIDNT SPECIFY at this stage that the bed would be collected. The conversation continued and we said that they should offer us a replacement bed as its still under warranty. The Bed Frame cost us £540 on 4th May 2010. She continued to say that thats all they could offer but as a gesture of good will would increase to £300. We said yes please as we could cash in and maybe get the parts manufactured - she said we would need to arrange collection of our bed - now the penny drops - £300 and they take our bed away to recycle for parts etc!

I phoned back and spoke to a woman who looked at our details again - she went straight in at the deep end stating that we aren't offered the maximum because we actually provide a 7 year warranty and based on the calculations - woooohhaaaaaahhhh lady.....I don't understand what you are telling me as Im not an expert on beds......she continued to talk over me......I demanded she put me through to a manager........she put me on hold for 4mins without telling me she was going to do this then I spoke to a guy called Callum. He explained the length of time and how the product "worth" goes down in time so they would offer me a maximum of £300 for the bed.

The 5 Year Guarantee states

"Where Repair or Replacement of the bed is not possible, we will offer you the opportunity to choose an equivalent product from our range. If you choose a product that is more expensive than the nearest equivalent we would require payment for the difference in price. If less expensive we will refund the difference"

1. They never offered me a replacement
2. When questioned they advised that as the manufacturer doesn't make this bed then they have no alternative
3. The T&Cs specify "From our range" so surely although a different manufacturer they should have offered me an alternative ottoman bed?
4. The price equivalent doesn't specify at any point about depreciation in price - therefore they should at least offer at the price I purchased

The KEY LINE for me is the following:

SLEEPMASTERS GUARANTEE TO REPAIR OR REPLACE ANY PART OF THE BED DEEMED TO BE DEFECTIVE DUE TO FAULTY MATERIALS OR WORKMANSHIP FREE OF CHARGE FOR A PERIOD OF 5 YEARS, EVEN IF THIS IS IN EXCESS OF THE MANUFACTURERS WRITTEN GUARANTEE.

Im considering raising this with Watchdog, Consumers Advise, and maybe even small courts but wanted other peoples views on this.

I also would like to know if anyone has the CEO's details at Benson for Beds so that I can write about their poor customer service and if they want an example - try working for a company like mine thats in the top 10 for customer service!!!!