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Bravovictor02 OP t1_iqyiee4 wrote

Reply to comment by DraconianDebate in Jansport shoulder strap Defective by Bravovictor02

My issue is simple. The product was defective after 3 weeks. They wouldn’t replace it which was the original request. Instead I have to go through a 6 week ordeal to have it fixed.

Is it unrealistic to expect either good quality or for them to to resolve the issue quickly? Otherwise I have to send my kid to school without a backpack for 6 weeks all due to a manufacturing defect. In my opinion it’s great they repair, but when it fails that fast… they should just replace.

But thanks for explaining. I’m definitely frustrated by dealing with this most of the morning.

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DraconianDebate t1_ir2kh6o wrote

I would expect the retailer to cover a product that breaks within 3 weeks honestly, which is likely their own expectation. Most places, even in the US, there would be a law to prevent the retailer in question from refusing a return if the product is defective.

Also looking at that picture I would expect that some serious force was used to rip that strap, as it looks like there are broken threads. Maybe it was a force it should have withstood but there is a limit to what some cloth & thread can handle and kids are destructive.

First thing I would do is just double check the return policy of the company you bought it from and maybe consider talking to a different employee about it. Maybe the guy you talked to was just an idiot. Its the retailers job to fix this not the manufacturer, Jansport didn't sell it to you and doesn't have another bag right there to give you as a replacement like the retailer does.

When it comes to a manufacturer, I would say that a willingness to fix the issue with the bag and send it back is reasonable and what most people would expect of their warranties. The fact that they have on occasion provided replacements instead of repairs doesn't obligate them to offer that to you, or offer you a loaner as that's never something they agreed to provide you.

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