Musto hpx-lifetime promise

[macd]

I've read half the thread, but not all of it, so apologies if this is repititive.

Musto didn't offer their liefetime guarantee in the first place out of the goodness of their hearts. They offered it to gain market advantage. The have accrued that advantage and now want to back out of it. Whether or not their promise made commercial sense is neither here nor there. Think Hoover free flights.

As another poster suggests, compare with Snap-On, who do deliver (well, course they do, they have vans. But in the other sense, too). Zippo, too, I think.

I'd be inclined to ask Trading Standards. 'Lifetime' isn't all that complicated a concept, except in the way Musto's blurb interprets it. "Lifetime of the product"? What on earth does that mean? Of course if you want to be pedantic about it, oilies don't have a lifetime. They were never alive to begin with.

 

[DogWatch]

Zippo, too, I think.

You're joking, I threw mine away as it stopped lighting, even after fitting a new zippo wick and packing. Then the hinge went so I threw it over the side.

Damn and damn again, I loved that lighter, bought it in the USA too.

hrmph.

 

[purplerobbie]

Zippo will stand by there product
I know a couple of people who have sent them back and the have returned with a new hinge and wick and wadding.

Dont know anyone who has got a new one though.

Rob

 

[macd]

You're joking, I threw mine away as it stopped lighting, even after fitting a new zippo wick and packing. Then the hinge went so I threw it over the side.

Then you missed out. If you'd returned it to Bradford they'd have fixed it for free. I've been there and watched them do it. (Actually, unless the outer case/hinge has gone, they just throw the inner away and fit a new one.) Their 'lifetime guarantee' works for them, of course, because most Zippos get lost before breaking. Mine do, anyway.

 

[BlueSkyNick]

On second thoughts

Guarantee is for lifetime of product.

Product is dead.

Ergo, guarantee expired.

When i first read this, I thought it was yet another TwistedKen witticism but now having reached the bottom of the thread, I realise it is the reality.

Nonetheless, it would have been in Musto's interests just to do the decent thing.

 

[samwise]

That's just cos they're amazed anyone still wears one!

At least Musto have never claimed that their oilies could pass through the digestive tract of an elephant and still be wearable!

 

[samwise]

Marketing hype wins again.....



I'm utterly gobsmacked at the calls for Musto's head here after a pair of oilies have failed after 10 years!!!!!!!!!! ......I just find it hard to believe that people think that Musto are being unreasonable.... 10 years FFS.... extraordinary!

Surely the key issue here surrounds the reluctance of Musto to clarify what they mean by "Lifetime ." If it is for the lifetime of the product it is hard to believe that they have no notion of how long this stuff will last. So, why not be specific and state that specific on the product. I would have thought that "10 Year Warranty" would make good advertising copy and buyers would know where they stood.

If the OP was trying to pull a fast one I could understand Musto's reluctance to be sympathetic, but here is a guy who has been a loyal customer and has spent a fair bit of cash with the company and who could reasonably expect rather better treatment.

Customer service is something to which far too many companies and organisations just pay lip service, some don't even go that far. And even those who do try to look towards long term customer satisfaction deliver an inconsistent response. For example two people with the same complaint or problem get treated very differently. They may as well not bother.

My company trains managers in customer relations ( Musto is not a client!) and we teach that a complaint should be treated as a business opportunity. Deal with it fairly and promptly and you will have a long term good news ambassador for your organisation.

If someone makes a substantial claim for their product they should be aware of the expectations they are raising with the customer /client and be ready to answer them when the time comes. If they make it clear they don't give a stuff about you after you have parted with your money, at least you know where you stand.

 

[dratsea]

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

Is the lifetime guarantee for the oiles or the cloth? (My Avon had a 5 yr guarantee for seams and 10 for fabric) In 1975 I bought a Goretex (climbing) waterproof from "Mountain Air". It delaminated and Mountain Air were no longer in business. Gortex replaced with a better cut, more expensive and still (35yrs later) waterproof jacket. I look a bit like Michael Foot at the Cenotaph but it keeps (all) the rain out.

 

[Mark-1]

No such thing as bad publicity...

There's no such thing as bad publicity.

I was walking through Chi today and passed the Musto shop as I have countless times before. Never gone in as Musto's a bit too pricey for me.

This thread being fresh in my mind I wandered in out of sheer curiosity.

They had some very keenly priced reduced oilie bottoms, so I bought them.

A few quid that would have gone to XM in Mustos back pocket.

 

[Rivers & creeks]

Musto didn't offer their liefetime guarantee in the first place out of the goodness of their hearts. They offered it to gain market advantage. The have accrued that advantage and now want to back out of it. Whether or not their promise made commercial sense is neither here nor there.

Spot on. They offered a lifetime warranty to induce thousands of people to buy their gear. They were perfectly free at the time to offer a 10 year / 8 year / 5 year / 13 month warranty but they thought they'd get more sales by offering a lifetime warranty, yet when someone has the temerity to actually claim, they try to weasel out of it. And some folks are trying to defend them???

 

[sailorman]

Thank you Simon
the Garments are in very good visual condition with absolutely no signs of any de-lamination whatever.
i just thought a re-proofing would be done & the trousers straps replaced as they had as is usual with musto foulies perished.
This was all of a surprise / shock to me

 

[Phideaux]

Thinking about it, if Musto are saying that the Goretex material has delaminated then you could possibly contact Goretex and tell them that Musto are stating that their material (or the waterproofs made from it) has a life expectancy of under ten years. It would be interesting to hear what Goretex have to say about that.

 

[sailorman]

Thinking about it, if Musto are saying that the Goretex material has delaminated then you could possibly contact Goretex and tell them that Musto are stating that their material (or the waterproofs made from it) has a life expectancy of under ten years. It would be interesting to hear what Goretex have to say about that.

I am awaiting an answer from Mr Nigel Musto. based on the outcome of that will determine next action.
i would expect him to honour the promise as he did to others prior to selling the company to the city slicker`s.

 

[KellysEye]

>They offered a lifetime warranty to induce thousands of people to buy their gear.

Sorry but I don't think that's correct. As I said before if you read the guarantee carefully it's for workmanship and material in the manufacuring stage. Note the word promise in the first and beginning of the second paragraphs. They also make it very clear that they will repair goods at a reasonable price - an obvious statement that they are not guaranteeing the product longevity in wear and tear.

I think Musto are being slagged off unfairly, they're not that dumb to guarantee for life a product that gets used in a harsh environment. From my perspective HPX is great kit and I would buy it again, it's a shame if the thread misleads people.

 

[seanfoster]

>They offered a lifetime warranty to induce thousands of people to buy their gear.

Sorry but I don't think that's correct. As I said before if you read the guarantee carefully it's for workmanship and material in the manufacuring stage. Note the word promise in the first and beginning of the second paragraphs. They also make it very clear that they will repair goods at a reasonable price - an obvious statement that they are not guaranteeing the product longevity in wear and tear.

I think Musto are being slagged off unfairly, they're not that dumb to guarantee for life a product that gets used in a harsh environment. From my perspective HPX is great kit and I would buy it again, it's a shame if the thread misleads people.

Why should you have to look into the 'fine print' for something that is stated prominently in order to promote their product?! It wouldn't be the other way round would it!

I'm sorry but I am very passionate about this sort of thing, I hate being fobbed off and being made to feel like a mug. What's more, the attitude of the 'customer service' person sounded appalling according to the OP. Why should you be made to feel awkward when complaining about their inadequacy?

As I stated in a previous response I'm about to buy two sets of offshore gear, but not from Musto if this is the sort of response I could expect from them in the future.
Rant over.

 

[sailorman]

Why should you have to look into the 'fine print' for something that is stated prominently in order to promote their product?! It wouldn't be the other way round would it!

I'm sorry but I am very passionate about this sort of thing, I hate being fobbed off and being made to feel like a mug. What's more, the attitude of the 'customer service' person sounded appalling according to the OP. Why should you be made to feel awkward when complaining about their inadequacy?

As I stated in a previous response I'm about to buy two sets of offshore gear, but not from Musto if this is the sort of response I could expect from them in the future.
Rant over.

Sent PM

 

[KellysEye]

>Why should you have to look into the 'fine print' for something that is stated prominently in order to promote their product?!

It's not in fine print, all the terms and conditions are together. Take a look at the picture of the T&C's posted earlier. Sorry you are upset but it is very clear. I obviously don't know what happened with their customer service but customer services people are normally trained not to accept abuse. If they had 'attitude' there may be a good reason.

 

[Clarky]

I need 3 sets for my family ,think I will try this Guy Cotton stuff that never seems to wear out.This thread has put me right of Musto.

 

[sailorman]

>Why should you have to look into the 'fine print' for something that is stated prominently in order to promote their product?!

It's not in fine print, all the terms and conditions are together. Take a look at the picture of the T&C's posted earlier. Sorry you are upset but it is very clear. I obviously don't know what happened with their customer service but customer services people are normally trained not to accept abuse. If they had 'attitude' there may be a good reason.

Certainly NO ABUSE from me.
i sent them garments that "Looked" ok & in good condition ( apart from not water resistant ) only to be told they were de-lamanated not covered under the promise as 10 yrs old & did i want them returned.
No sorry sir, ect but we can, :-

None of the above is acceptable. I spoke with a Gill Rep around September last year & they look at each case sympathetically

 

[Quandary]

117 posts, and many of them have not even taken the time to read the terms of the warranty, it surely can't have been too difficult to understand, the wording is not obtuse or misleading. The dogs in the street have always known that Goretex does not have unlimited life, that has always been a point of criticism of it, and the reason it was originally never as popular with cruisers as with racers.
High performance and long life have never been synonomous.