... They state in their letter dated 22nd. Oct that they reviewed the report and it is the opinion of a qualified technician who visited me, that the furniture does not have any proven manufacturing defects present as stated below ;
"RHF ARM ON 3 STR SETTEE HAS GRAIN DIFFERENCE I HAVE EXPLAINED TO CUST THAT LEATHER IS A NATURAL PRODUCT AND GRAIN DIFFERENCE IS A NORMAL FEATURE NO REAL ISSUE WITH LHF ARM OTHER THAN LOCALISED CONS ONLY "
They then state , ... " We will be standing be the decision of a gesture of goodwill adjustment to the product. Unfortunately if you do not accept this offer we would consider the matter closed. However , should you disagree with the decision then we would advise you to obtain an independant report from a Registered Furniture Specialist and submit their report for our further consideration.
In the event that it is revealed that a manufacturing fault does in fact exist we will then arrange for the report to be verified by a third party company. Please note that if they confirm the report content to be correct we will then undertake to remedy the fault and refund the cost of the receipt for the independant report once the furniture claim has been successfully resolved ."
I replied to this stating that if the fault was with the arm alone I would have been happy to consider an adjustment to the product ... However , I doubted the offer could be extended to remedy the other 6 faults that I listed and asked them to reconsider their offer , and stated that my opinion that the sofa should be replaced had not changed.
They telephoned on the 18th. Nov to say a technician from Home Serve will arrange a visit. ( The first technician was from a company called Castelan ,) ....who apparently do repairs for the furniture company I bought from .
I can only add that I initially contacted the store where I made my purchase because I believe that they are responsible to satisfy me as their customer ., ... I don`t want to be in a dispute with their cutomer services department , .... and I was suprised that an unrelated technician called at my home instead of somebody from the furniture sales team.