Musto hpx-lifetime promise

sailorman

sailorman

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I have sent back my Trousers & jacket + Swmbos jacket for service under Mustos "Lifetime promise". now these cost in excess of £1200 10 yrs ago & have had very light cruising use. we got soaked coming back from Belgium last July in heavy weather hence the return.
Just had a phone call from Musto all garments "De-laminating" therefore shot.nothing we can do Sir.But the Lifetime Promise says me Oh over 10 yrs old Sir,sorry,how long do you expect them to last, Sir

Me & musto are finished.
I will never ever buy musto again they make HOLLOW PROMISES :mad::mad::mad::mad:
 
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Hmm - I can see where you're coming from - but then I can see where musto will be coming from too ... pricetag withstanding ... how many other clothes do you have that are 10years + and in good order (that you wear every year!)
I guess it does come down to the definition of "lifetime" ... whose "lifetime" are they going by? Human, Dog, Boat, Tree?
I have some Splashdown waterproofs - prob about 6 years? Needed replacing 2 years ago ... have finally got around to it this winter ... but then I have a heavy set of "Yellows" which are 8 years old and are still waterproof - despite being religated to mooring checks!

But then the minimum I would do (if I were musto) would be to offer you a good discount on some new kit ...
 
fireball said:
Hmm - I can see where you're coming from - but then I can see where musto will be coming from too ... pricetag withstanding ... how many other clothes do you have that are 10years + and in good order (that you wear every year!)
I guess it does come down to the definition of "lifetime" ... whose "lifetime" are they going by? Human, Dog, Boat, Tree?
I have some Splashdown waterproofs - prob about 6 years? Needed replacing 2 years ago ... have finally got around to it this winter ... but then I have a heavy set of "Yellows" which are 8 years old and are still waterproof - despite being religated to mooring checks!

But then the minimum I would do (if I were musto) would be to offer you a good discount on some new kit ...
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Thats what i though, good customer relations. she was very unhelpfull & asked how long I thought it should be I said its your PROMISE & the Garment lifetime in original ownership i have the original tags with chandlery price sticker ( but i might have doctored that she said :eek:)
 
ooo ... you wouldn't be into falsifying records would you?! ;)

At £1200 they are expensive bits of kit - especially as it was 10 years ago! ... are you going to lodge a complaint with Musto?
 
I guess you would have to look at the small print in the guarantee to see if you have grounds to pursue a claim under misrepresentation or to submit that the material that delaminated was not fit for purpose.

The "Lifetime Promise" could certainly be firmly labelled as advertising hyperbole and could be construed as misleading at the very least. However, proving a case against Musto would take a lot of time together with the expense of an independent examination and report on the material plus legal advice.

You could fight simply on a point of principle and I would think that Musto might be concerned about possible impact on their reputation from subsequent publicity. Whatever the rights and wrongs, I am disappointed that Musto appears to have moved smartly to the high ground and dismissed your complaint out of hand.

Perhaps Musto are so big and so dominant that they don't have to try any more, but this is very poor customer relations. Leaving aside the Lifetime Promise argument I would have thought it would have cost them little to offer you a good discount on a new set of oilies in "no strings" compensation. In that case they may well have you singing their praises instead of slagging them off.

Have another go, this time aim for the top of the management tree.
 
Given that the life expectancy of a newly adult Western European is around three score years, I think it a little naive to interpret a manufacturer's "lifetime promise" as applying to the lifetime of the purchaser.

So what does it apply to? Goodness knows, but it should be somewhere in the small print - which most purchasers won't have bothered to read, no doubt because they regard the claim as meaningless puff.
 
Its simple, its a 'lifetime' guarantee, what other lifetime could it refer to, other than the lifetime of the product. A one year guarantee would be more useful!
 
I purchased a Mini handbearing compass with "lifetime guarantee" from Offshore Instruments. When it developed a bubble, I was told that the guarantee had expired because they no longer marketed that item!
 
cat among he pigeons

Hmmm I must(o) struck lucky then as mine were around 4/5 years old and "delaminating" so i rang Musto and told them about the problem and they asked me to send them in for inspection.

Bearing in mind I live aboard and teach on the water daily so hey were heavily worn I had a phone call a week later saying they would replace them free of charge.

I have subsequenty received a brand spanking new set in the post so my personal dealings with Musto have been good.
 
Quandary said:
Its simple, its a 'lifetime' guarantee, what other lifetime could it refer to, other than the lifetime of the product. A one year guarantee would be more useful!
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Lifetime battery guarantees for car batteries are well worth a read of the small print. Limited to the car they are fitted to, the person who bought it etc etc.

Basically, the manufacturer is saying, this product is pretty damn good, we promise it will be the last time you have problems starting 'THAT' car in the mornings.

I think 10 years is pretty good going for fashion 'oilies'. My musto inshore jacket is 8 years old and still keeps me dry, the salopettes where changed as the knees went 2 years back. These were musto's cheap gear.

I think, if you want 'oilies' to last massive amounts of time you have to stop arrrsseing about with breathable stuff and accept stinking like yak in few months.
 
We've got Musto HPX kit which we bought in 2004 and I don't remember a lifetime guarantee - not to say there wasn't one. I just checked their Web site and can't find a mention of it. Anybody know if it's still going?
 
KellysEye said:
We've got Musto HPX kit which we bought in 2004 and I don't remember a lifetime guarantee - not to say there wasn't one. I just checked their Web site and can't find a mention of it. Anybody know if it's still going?
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MustoLabel.jpg
 
Sent back a Leatherman Wave that was nine years old and had a broken lock spring. Got a new one back quite quick.
 
I don't understand those defending Musto??? - Musto sold you a product promising a lifetime guarantee and you've kept to the bargain by keeping the sales tag. They retrospectively try to claim that 10 years is the "lifetime" limit??? They owe you a repair or replacement, no argument. Call them and ask to speak to the Press Office, works every time (except with Carphone Warehouse, nothing works with them :mad::mad::mad::mad::mad:).
 
pasta_simon said:
I don't understand those defending Musto??? - Musto sold you a product promising a lifetime guarantee and you've kept to the bargain by keeping the sales tag. They retrospectively try to claim that 10 years is the "lifetime" limit??? They owe you a repair or replacement, no argument. Call them and ask to speak to the Press Office, works every time (except with Carphone Warehouse, nothing works with them :mad::mad::mad::mad::mad:).
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Just spoke with Celia @ mustos.
Lifetime is 10 yrs it seems.
after 10 yrs Gortex is nfg.
sorry Nothing musto can do
Cust services to forward an email to Nigel Musto :D
 
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