I tried to give you some rep mate but I arent allowed to, I guess its because I dont have many posts. Ah well, its the thought that counts lol Thanks again

Evening all, I just wanted to update this thread incase anyone else reads it and wonders what the outcome was. Well it was fun and took some arguing but we got there in the end. As you can see above, SCS claimed that the sofa could be repaired and would send someone out to repair it. When I asked them for details of exactly what the repair would entail, thats when things seemed to get tricky at their end. They first told me they would just recover the cushion that was damaged from the velcro. I telephoned them and advised that by doing this they will not be fixing the problem but hiding it for a month or so until the velcro rips again. Finally after speaking to a few different people SCS finally acknowledged that the sofa is inherently damaged and they will have to speak to the manufacturer to see what they will do. A week or so later I received a phone call from SCS saying that the manufacturer have decided upon a complete exchange for a brand new sofa! The Diablo Mk 2 didnt apparently have this problem so they will just swap it over. Being the ever inquisitive person I am I decided to take a drive to SCS to check out the Diablo Mk2 because I wasnt confident that the problem had been fixed and I wasnt waiting 10 weeks for the same sofa to come back.....and I am so glad I did! We got there to find exactly the same design flaw in the Mk2. Even the sales person agreed it was badly designed.....at £900 I dont want bad design!! Anyway, the long and short of it is, we got a full cash refund and put that towards a La-Z-boy sofa instead which is getting delivered in a few weeks. We figured they should be better built than most of the other standard SCS sofas like the diablo. Anyway, long and short of it is, I wouldnt have asked and fought so hard for the repair in writing if it wasnt for locutus taking the time out to answer my questions and give me some advice so a massive thankyou to you and this forum for helping me. It is really appreciated!

Thanks ims21, I never thought about that!! Thanks for taking the details off, really appreciated I am still waiting to hear from SCS. Think I will give them a call tomorrow

Hiya Kate, I just received an email with your response as follows which for some reason isnt here? I already did last week and received an answering machine message this morning from SCS saying they have received my concerns and are looking into it and to expect an answer in the next few days. I guess maybe you have now found my account which is why you deleted your response. For your info my acc number is - [EDIT] Again, I do not see a long half day fix in my house as acceptable for an inherent repair. At the very least I require the offer of repair in writing detailing the repair, how it will fix the current problem and how evidence to show it wont happen again so I can atleast asses my options. I do have a chronic illlness (that is not a lie) and having sofa's fixed in my living room is just abit inconvenient as you can imagine. If it was my fault then fair enough I can accept that....but it wasnt. Thanks for looking into this for me aswell. I really appreciate it Kate Kind regards

For the purposes of this thread. I have now asked for details of the fixes they want to do and guarantees of how it will stop it happening again. Like I say, the problem is not huge like some people may encounter with their sofa.....but it is a recognised problem. I dont want them spending 4+ hours fixing my sofa in our house. I have a chronic illness and dont see this as a suitable option. I have gone back to SCS with this but I honestly dont know where I stand. If all SCS need to do is offer a repair and it doesnt matter where it takes place, I will choose their store front so atleast I can enjoy the use of a sofa for the 4 hours they spend fixing mine!

Thanks for your reply Kate Unfortunately from the letter I have just received fro SCS, from SCS point of view (and maybe correctly I dont know) I quote "May we at this point advise you, due to the length of time you have had your furniture, we as a retailer do have the right to carry out any repairs as necessary" "In view of this can you contact our customer care team at your earliest convenience confirming you wish for ScS to resolve your concerns. Should we not hear from you within the next 14 days, we will assume you no longer require our assistance" That to me basically means "A fix of 4+ hours in your own house or nothing". That isnt resolving my issues of being too ill for workmen to dismantle and reassemble furniture in my house is it? I am going to go to your customer care pages now and look for some kind of details as to how the repair will be completed in order for it not to happen again and to start with if I am satisfied I am happy to bring my sofa down to the local store for your engineers to fix in front of all the customers but NOT in my own home. It is not a work place! Thanks

Thanks again mate, I have tried to upload the picture as you said and it is pending approval so may well appear! Cheers If it does it is like it on both chairs due to the wrap around arm which is attached via velcro. Said velcro ripping the side of the cushion open. TBH we havent received anything in writing yet about the repair and that is why I havent done anything yet. I guess it will come in the post over the next couple of days and then I can start asking the questions how the repair will rectify the problem and stop it happening again. All in writing ofcourse. I suppose I was just wondering if we can flat out decline the repair due to the fact it has to take place over 4 hours in our home. If it was a problem we cause then fair enough but its an inherent fault which a mk 2 has been brought out to stop happening. Repairable or not, it surely shouldnt be done on my time! Thanks again mate

As it stands now I am considering putting in at in a van and driving it down to the shop as not fit for purpose.....how will this stand aswell lol? e2a - nearly at 10 posts so i can show you the pics. they arent even that bad and the sofa sounds shocking but it isnt. The fact still remains though, its ripped with the stuffing sticking out due to poor design. What also concerns me is for the fix they will have to completely disassemble the sofa......will it really go back like before? Why should we even take the risk?

Hiya again lol I have just telephoned SCS regarding the inspection of our sofa and the guy who came has now changed what he said to me and has ordered a repair for the sofa! I guess this is because upon further research SCS have come up with some kind of repair for the problem. The only trouble is I am ill. The guy who inspected the sofa told me the fix for both arms would take 3 hours and then they would have to fix the mechanism! Speaking to SCS just now, the ONLY option I have is a fix in my house which to be completely honest, workmen in my house for upto 4 hours to fix a problem which is inherant on a sofa....really? Do I have to accept this? SCS told me they are offering a repair and that is all they have to do. Even if I dont want it doing in my house then it is tough.....they have done their duty. Is this true then? They have brought out a Diablo Mk2 to stop this problem happening so it is an inherant fault. I appreciate I may be sounding like, "why dont you just accept the repair" because I am ill and dont like people in the house like that. My wife cant take time off work to allow SCS sofa repairmen in and why should she have to do it on her day off? IMO we want a swap for the Diablo Mk2 or a refund......what chance do we stand? Thanks ofcourse as always

Refund.....i like that sound of that! Not that I dont want a sofa and want the refund, but it would be nice to walk in a buy a brand new sofa obviously! The guy said the "fix" on each chair as fair as he knows is about 1.5-2 hours so that means a good 5 hours to repair my sofa. They would do it at my house aswell as they dont take the sofa's away! Thats gonna cost me some in cups of tea if they go ahead lol It would be nice for them to just say yep, you can swap it for a Diablo Mk2 or heres your £1000 back, go and choose another one............I can see the 5 hour fix personally lol The fault is so simple its amazing the person who designed the sofa hasnt been sacked! It is as simple as putting the wrong sides of velcro on the wrong parts of the sofa. The arms of the sofa wrap around the side attaching with velcro. It is this velcro which is sticking to the side cushioning which has ripped it all forcing the stuffing out of the cushion. If they put the velcro the other way round or made the side of the cushion out of different material, job done easy! But nooo lol Thanks again mate, I will let you now what is said

Thanks Locutus mate, Just quick update, the fault re the locking seat mechanisms is not there. Luckily I realised this the other day and linked the seats together before complaining they didnt lock together lol Unfortunately though, when I locked my seat to the middle one, the recliner mechanism jammed up meaning it wouldnt recline. New mechanism needed. (incidentally covered for 5 years ) To be fair the guy was really nice and obviously knew the problem of the cushion straight away. He said there was a problem with the making of the sofas and a Diablo Mk2 was released to combat this material rip problem. All due to the velcro on the arms apparently. It would be easy to show if I was able to upload pics so I will when I get to the post count obviously. It may help someone else down the line The long and short of it is, he took some pictures and I wrote on the form that I wasnt happy with the sofa and even it was repaired I dont think it would be upto a satisfactory standard. Heres hoping they now swap it for the Diablo Mk2! The guy wouldnt say if they would or not...he said the repair is a long painful process so it would be just as easy to swap it so again, heres hoping!! Thanks again. SCS appear to be very good at the moment both with their customer service and their call out. Lets hope the final outcome is the same !

Just thought I would add, It is an option I have thought of. As the sofa is in 3 bits I could drive it down to our local SCS and say I dont want it, there you go...swap it? Would that be a viable option? If they wont swap it, just leave it there and fight it from there? I always look at the worst case scenarios because that is how they normally work out

Hiya mate, What was the outcome of this if you dont mind me asking?

Afternoon all, I am posting in anticipation really of what I might expect next week when the SCS Inspector comes to inspect our sofa. I have a number of complaints about it and its quality and dont want to get fobbed off with a stupid excuse. We paid £1000 for the sofa last December on 12 months interest free and we also took out their 5 year warranty. Ironically we received a letter from Creation to settle the account before the end of next month the other day. We have the funds to do this but I am very reluctant to pay for the sofa in its current state, and dont really know where we stand. We bought the 3 seater diablo recliner in black leather. After about 2 weeks the sofa is so light than when reclined it tips up really easily which meant that the connection at the bottom of the 3 sections of sofa have all broken off. So now I dont have a 3 seater sofa, I have 3 chairs pushed together This though we could live with and did for many months. Until 2 weeks ago I lost the remote down the side of my arm and went searching. I couldnt believe it when I felt springs! What? I looked down I saw the cushioning sticking through the side of the seat I cant quite believe the material the side of these cushions are made of! Its not even cotton! As you sit on the sofa it beds the seat down forcing the material to rip through this flimsy material at the side! I checked my wife's side and it was even worse than mine. I have attached a pic to give you an idea. Not only this, where I sit the springs are very noisy and the seat has become uncomfortable. TBH its just a terribly made sofa. What options do we have? We ofcourse want and need a sofa. We dont want this one repairing.....how can they repair that? Not only this, its just not built to last evidently. I just cant see it being as easy as "Yes thats fine, come in and choose another one" but I wont pay £900 for this! Thanks in advance for any help or advice (I was going to add the pic but I cant until 10 posts sorry, I will try and make that up soon so I can include it)