I sent my rucksack back to Vango for repair over a month ago, and as yet they still have it. I phoned the shop last week, who contacted Vango,(as they dont deal with the public directly), and was told they haven't even looked at it yet. What are other companies like to deal with?

A month is about as long as I'd be prepared to wait. Give them a ring, and if it's still under warranty demand a refund or replacement with 7 days, if not tell them they have 7 days or you'll take your business elsewhere.

And when you put it into writing, put "Time is of the essence" writ large at the top.

Legal term - then they have NO excuse.

make it a more reasonable 14 days.

Phone Vango, if only to check that they have recieved the pack from said retailer, sometimes the shop maybe slow on getting any returns back to the manufacturer.

Very true Hugo, and it's important to remember that any contract you have through purchasing the pack is with the retailer who sold you it and not the manufacturer.

James, not that it's much use if Vango still have your rucksack, but I've just had a tent repair done by Scottish Mountain Gear.

They do deal with public directly(!) and carry out work for Macpac. The day they received my tent they called to check that I was happy with their estimate and checked how quickly I needed the repair done. They succeeded on putting in a new zip and returning it to me in 1 week. The repair has been carried out very neatly. Purely based on this single experience I couldn't recommedn them highly enough.

Good luck with resolving the Vango issue, it doesn't seem to reasonable to keep you waitng without a reason.

I'm not sure who told you that Vango don't deal direct with the public but it's not my recent experience.

Vango told me when I contacted them.

Odd. Had my tent looked at by them a few months ago and had quite a bit of correspondence with them.

Maybe it's different with rucksacks?

Remember, it's entirely likely that Vango will ship your rucksack out to SMG in Edinburgh for repair, or somewhere similar.
They do the Macpac repairs as well as others including Tiso. This all adds to a slow service, but should mean your repair is a good one.
Still rubbish though, in my job, I'm on a 2 hour response time, and I have to repair or make safe whatever I'm called out to. People should demand better service from the leisure companies.

James, I think you've been told a load of tosh by the shop.

I've had similar experience with Vango as an end user and had nothing but first class service.

I've had 2 bags, one of which failed (After 3 years) and the other sent in for repair and they have replaced both of them without issue.

Phone and ask to speak to Alastair Moodie, who seems to get things done. They won't supply us as we are an internet only retailer, but even so I've got nothing for praise for they way they have treated me and others I know in the past.

I suspect the sticking point may be the shop you are dealing with for some reason.

Best of luck!

Being behind on your account can lead to troubles, possibility?

Charming!

No offence intended to any persons, but as a small businessman, I know that suppliers can sometimes find ways of holding a knife to your throat.

As I said 'we are an internet only etailer and they won't supply us' along with a good few of the other well known distributors, who prefer to support bricks and mortar outlets.

Which is fine by us. But it does seem odd when the shops also have websites which do promotions independently of the main outlets! But lets not go there ... its a whole can of worms and it doesn't solve James's orginal problem.

Still waiting......

HOw long have you had it, James? If you're going to have to pay them for the repair, why not demand it back and send it out for repair yourself? Or ring again and ask for the bloke Bob mentioned? I'd be pretty annoyed at waiting that long if it was me.

are we naming and sahming here? which shop is it?

Sounds like time to forget email and telephone and get the parchment, quill and most importantly, Recorded Delivery label out. Write them a polite but firm letter to the company's registered address setting out your complain and giving them a timetable to resolve them before taking them to the small claims court.

Harsh I know, but sure to get their attention.