Last email from Fiskars before I suggest a solution

-------- Forwarded Message --------
Subject: RE: FAO Sam Taylor Mower adjuster deformation details
Date: Wed, 9 May 2018 14:14:21 +0000
From: ukconsumercare @fiskars.com
To: roger
Hi Roger,

I have read the blog piece, you clearly know your stuff! Do you have a specific question that you’d like us to try and answer, or something that you need more information on?

Kind regards,

Sam Taylor
Customer Services Representative
Fiskars UK Limited

Email to Fiskars recommending solution

-------- Forwarded Message --------
Subject: Re: FAO Sam Taylor Mower adjuster deformation details
Date: Fri, 11 May 2018 14:51:40 +0100
From: roger
To: ukconsumercare

Hi

First I hope you passed the info on to the packaging personnel and the manufacturing manager. As you noted I have a rather critical nature, which isn't often very acceptable to others.

In this case, as I have mentioned, the vendors have offered to replace the mower.

My problems are.

Given the many hours I have spent on this faulty product

1. Have Fiskars really taken note of the problems I have discovered and what are they going to do about them ?

2. Having the vendors replace the mower may provide me with a properly fashioned mower but results in

a) The vendors having to collect and send another, which includes time and cost.

b) No guarantee the next will be OK. I bought two for backup, so will have to thoroughly check yet another.

c) The vendors have to return the faulty product to you, which is more costly and time consuming for them

d) Fiskars will have to deal with the faulty product so what will you do?

i) Repairs will no doubt cost and may not even be cost effective, especially if it has to be sent to China

ii) Unless the vendors have another, you will have to send one, alternatively compensate them for the cost.

An alternative is that I keep the faulty product and repair it and Fiskars compensates me with a) a cuttings catcher and £45.

* This should not be an unreasonable cost for Fiskars

* It leaves the vendors free of further involvement

* In repairing the mower I can modify/improve it and then pass the modification details to you.

I am open to any suggestions from Fiskars else I will ask the vendors to replace the mower.

Thank you

Roger Lovejoy

Final email from Fiskars

-------- Forwarded Message --------
Subject: RE: FAO Sam Taylor Mower adjuster deformation details
Date: Fri, 11 May 2018 14:36:32 +0000
From: ukconsumercare
To: roger

Hi Roger,

All problems with quality are recorded and product teams are notified in order to minimise future faults.

As we do not sell product directly to consumers in the UK, we are unable to compensate consumers monetarily, or with free of charge items. Sorry about that. The most effective process in the first 12 months after purchase of a Fiskars item, is to return it to your chosen retailer, who, in line with the Consumer Rights Act of 2015, are obliged to refund or replace, as your vendors have correctly upheld. They will then claim credit on that item with us.

Kind regards,

Sam Taylor
Customer Services Representative

Fiskars UK Limited
Tel: +44 (0)1782 204141
Wedgwood Drive, Barlaston, Stoke-on-Trent, Staffordshire, ST12 9ER.

samuel.taylor@fiskars.com