Hi - Help needed re. Land of Leather & Homeserve Warranty

[Trav]

Approx 2.5 years ago we purchased a land of leather 3 piece and 2 piece sofa. About 4 months ago I noticed a tear in the leather. It's not immediately visible so could have been there some time - it's where one of the cushions attaches to the back of the sofa. A logged a claim via Homeserve and they send a technician who said I should hear something in 5 working days. I also pointed out to him that one of the sofas was dipping in the middle and he said to log as a seperate claim and both repairs would probably be carried out at the same time. 3 months later i had not heard anything and was told that the claim (for the tear) had not been authorised because they could not get hold of the technician's report. I was promised calls back but received nothing so several days later called again to find that after no action for 3 months the claim had now been authorised but rejected ! As I could not tell them specifically when and how the tear occurred then it was invalid. So why wasn't I told this when I logged the claim and why didn't the technician tell me this ? I am guessing in lots of case of accidental damage it's impossible for people to be specific on when it occurred. Also apart from policing my lounge 24/7 then I can't say how it happened. I have 2 children - one of the resaons we were encouraged to take the warranty out. If the leather has split and they were aware it's hardly likely that they are going to run to tell me. Now I have had to make another appointment regarding the dip in the sofa and have no faith whatsoever that this will be resolved - they will find some technicality to avoid taking this any further. Any help appreciated !! It's the worst piece of furniture we have ever had.Previous sofa lasted 14 years and could have gond on for longer - wished we has kept it !

[reallymadwoman]

Hi and welcome. Sorry it's taken so long for you to get a reply.

I'm not too good on warranty issues, but my first thought was to write a formal complaint detailing all the information you have.

Hopefully someone else will be along soon with other suggestions.

[SOD'EM]

Have you paid for the suite up front?

[Trav]

Yes, sofa already paid for. Now received a reply to say that loss of resiliency of the sofa is due to normal wear and tear and the insurer only covers 'excessive loss of resiliency'. Letter also talks about the cushions having softened when the actual problem is that the frame of the sofa is almost on the floor when you sit on it - I think that's quite excessive. Person on the call referred to a 'manufacturing defect' which is not stated in the letter therefore I am going to request the technicians reports (having read on this site that it's the appropriate thing to do). I don't think that wear and tear should result in a sinking sofa, do you ?

[SOD'EM]

If the sofa is sinking, the chances are that something has gone wrong with the frame which is obviously a manufacturers defect. Most suites comes with a 5 year Guarantee anyway, certainly 3 years (without extra insurance), so I can't see why they are stalling. It seems to me that they are just trying to pass the buck.

Send a recorded letter to both the manufacturer and the insurance company explaining that you are unhappy with the messing around and you plan to take the matter up with the Office Of Fair Trading. Chances are they will know you're not messing ( hence the recorded delivery ). They will probably then contact each other until one decides to take responsibility, or even share it.

If that fails, contact the Office Of Fair Trading. A call to one of them from the OFT will normally light that rocket they have sticking out of their backsides.

2 or 3 phone calls or letters a week would be a pain in the backside for you to do, but a bigger pain in the backside for them to deal with. Don't wait for them to reply. Ring them and ask them if they have received your letters. Also monitor every call you make :- Time, date, the persons name whom you spoke to, what they said etc,etc.

Be like a dog with a bone with both of them, they will soon cough up.


If any of this has been any help at all, please be so kind and click the small scales on the left and leave a short comment.

Thank You and Good Luck

[MARTIN3030]

Time to escalate this and show them you want REAL action.
Have you got original terms and conditions ? what does it say in there about Guarantees replacements etc ?
No harm to contact your local trading standards but they will want to see evidence that you have tried to resolve it.Dont bother with phone calls keep everything in writing and send yours recorded keeping proofs of posting.
Its not the first we have heard of these here.Will move your thread.Keep it updated.

Also have a read in this forum I have moved your thread to-you are not alone !