Warranties on machines purchased outside the UK (Craftelier) – IMPORTANT UPDATE

I’ve had an e-mail from a user who logged a complaint with the ASA regarding Dean Wilson’s incorrect statements on warranties for ScanNCut machines bought outside the UK (mentioned in my original post at the bottom of this page).

Please read the ASA’s reply below, and the original complaint which I have pasted under that.

This is the section of the show that lead to the complaint:

https://www.youtube.com/watch?v=MPzaoc9Q9Gk&feature=youtu.be

—– Original Message —–From: Adam ElmahdiTo:Sent: Tuesday, May 07, 2019 12:23 PMSubject: ASA Enquiry Ref: A19-567341

Dear Mr ***************

Thank you for contacting the ASA with your complaints about Create And Craft.


We have assessed the issues you raised, and agree that the statements made regarding the warranties were misleading. We have taken steps to address this.

We have explained your concerns to the advertiser and provided guidance to them on the areas that require attention, together with advice on how to ensure that their advertising complies with the Codes in future.

Thank you once again for taking the time to raise your concerns with us. Comments such as yours help us to understand the issues that matter to consumers and we will keep a record of your complaint on file for use in future monitoring. If you would like more information about our complaint handling principles, please visit our website at https://www.asa.org.uk/Consumers/How-to-complain.aspx.

Kind regards,
Adam Elmahdi

Complaints Executive
Direct line 020 7492 2165
Advertising Standards AuthorityMid City Place, 71 High HolbornLondon WC1V 6QTTelephone 020 7492 2222
http://www.asa.org.uk


————————
ORIGINAL COMPLAINT:

———- Forwarded message ———Date: Mon, 15 Apr 2019 at 12:42

Subject: Re: Brother ScanNCut WarrTo:


Hello

I just sent a complaint to the ASA about the Create and Craft broadcast last week where Dean Wilson told porkies about the SDX1200, the warranty, and the support from Brother UK.

Create and Craft, “Brother ScanNCut Birthday Special”, Monday 8 April 2019, 11:00 to 12:00, Dean Wilson (Presenter) and Melanie Heaton (Demonstrator), Segment From: 09:15 to 10:07

Dean Wilson (referring to the Brother ScanNCut SDX1200):
“We’re back in stock Ladies and Gentleman, now this has sold out hasn’t it. Do you know how long it takes to get this deal put back together again, and Brother, we are exclusive, you can [????] and listen. If you are thinking of going online, and I would, if you are going to buy anything in this day and age, you get your app, you go online, you check the prices, you do your research, you read the reviews and you go right I’ll buy it. Here’s the thing, we’re the only people selling it, we’re the only place you can get it, cause we’re the number one in the world, and if you want a warranty, and a decent warranty, and you want a legitimate warranty, from Brother and Brother Support, you need to buy it from us. Cause I’m telling you now, if you don’t, you’re not going to get a warranty, and any warranty they’re telling you they’re giving you, I’ll tell you now, tell them to talk to me, cause you won’t get it, cause Brother won’t give it to them. So this is the only place, and that’s why we’ve kept the price down as low as we possible can, people are buying two”

Segment From: 44:55 to 45:15
Dean Wilson:
“But do you know what, buy what you can afford, that’s the main thing. Hopefully we’ve made it affordable, we are the number one, this is a [????] get it, you can’t get it anywhere else, and if you do find it somewhere else, you won’t have the warranty. Trust me, I’ve done the research, talking to the team this morning, we have a one-to-one relationship with Brother [UK], which means you are going to get a top end service”
Complaint:The broadcast is misleading in that it claims that Create and Craft are the only people selling the Brother ScanNCut SDX1200, and that if you buy the SDX1200 from elsewhere, the warranty won’t be valid.
An un-substantiated claim is that due to the ‘one-to-one relationship with Brother UK’, if the ScanNCut SDX1200 is bought from Create and Craft, the support from Brother UK, is a ‘top end service’, that you won’t get if bought elsewhere.
Buying any Brother product from any authorised Brother vendor, and you WILL get a valid legitimate warranty.


Some of the questions about the Brother ScanNCut warranty from Brother EU https://sewingcraft.brother.eu/en/support/scanncut-warranty
Who is issuing this warranty?This warranty is issued byBrother Sewing Machines Europe GmbHIm Rosengarten 1161118 Bad VilbelE-Mail: uksupport@scanncut.eu(referred to in this document as “Brother”).


To whom does Brother issue this warranty?Brother issues this warranty to you if you have purchased the product new from an authorised Brother vendor as the first purchaser and end-user of the product.

How long is this warranty valid?This warranty shall be valid for 2 years from the date of purchase.If the machine is used for commercial purposes, this warranty shall be valid for one year from the date of purchase.

Where does this warranty apply?This warranty applies in the European Union, Iceland, Norway and Switzerland.

What you should do if you think that an event covered by the warranty has occurred?Inform the authorised Brother vendor from whom you purchased your machine of your concerns within the warranty period, and forward or send your machine at your own expense to the vendor along with the original invoice or receipt showing the date of purchase, product description and vendor name. If you cannot contact your authorised Brother vendor, contact Brother within the warranty period. Brother will then inform you where to send your machine and the original invoice or receipt.



ORIGINAL POST:

I wanted to clear up some misinformation spread by Create and Craft.
During the ScanNCut show broadcast at 11m Monday 8th April 2019, Dean Wilson made the following statement regarding warranties on ScanNCut machines purchased outside of the UK (no doubt referring to Craftelier).

“If you want a a warranty, a decent warranty, a legitimate warranty, then buy it from us (Create and Craft), because I’m telling you know, if you don’t, you are not going to get a warranty, and any warranty they are telling you they are giving you, I’m telling you know, tell them to talk to me, you won’t get it, Brother won’t give it to them, so this is the only place, and that’s why we’ve kept them as priced down as low as we possibly can, people are buying two”…..

I immediately e-mailed both Craftelier, and Geoff Taylor, head of Brother ScanNCut UK, based in Manchester to put a stop to the misinformation being spread by Create and Craft.

Dean Wilson’s/Create and Craft’s statement is 100% COMPLETELY UNTRUE AND AN OUTRIGHT LIE.

What’s behind this lie?

Create and Craft (UK based shopping TV channel) currently hold an exclusivity contract with Brother UK to sell the ScanNCut range and it’s accessories.

If you want to buy a UK edition with UK plug ScanNCut, then it is possible to buy from https://craftelier.com/en-gb/, who are based in Spain.

As Create and Craft hold the exclusivity contract with Brother, then obviously Craftelier cannot buy their machines from Brother UK.

However because of the lies Create and Craft have told, and the appalling customer service, lots of customers are choosing to buy from Craftelier rather than Create and Craft….obviously Create and Craft do not like this as they have an exclusivity selling contract with Brother UK. That’s why Create and Craft are spreading outright lies about warranties on machines purchased outside the UK.

Craftelier have sold the UK version with a UK plug of the SDX1200 for as low as £469, which is considerably cheaper than the lowest price Create and Craft have sold it for (£539)

Craftelier buy their machines DIRECT from Brother SPAIN, therefore the machines and their two year warranty are both completely valid and legitimate with BROTHER.

Craftelier say:

” We buy our machines from Brother Spain, which is the equivalent to Brother UK here in Spain. We are an authorised seller, so we have the same guarantee conditions as Brother UK, is just that they’ll be repaired in a different division, which is called “Grupo FB Maquinaria S.A- Brother España Portugal”
Brother is a Japanese company which has many headquarters all over the world, so the UK headquarters is only one of them, just the same as the ones here in Spain.
We have exactly the same conditions as Create and Craft regarding the warranty, the only difference is that we sell all over Europe so due to the high volume of machines we buy, we get a better deal, and that’s why we can sell them cheaper. “

What happens if you buy from Craftelier and your machine develops a fault under warranty?

Craftelier personally arrange for the machine to be collected directly from you and send it to BROTHER SPAIN (rather than Brother UK, Manchester for reasons explained above) for repair and return direct to you.

Craftelier give a far better service and aftercare than Create and Craft, and don’t tell lies to sell products (see here – https://www.youtube.com/watch?v=fOqbfIfkJBw and here https://www.youtube.com/watch?v=dmMP13XhvnY&t=1s)

PLEASE ALSO NOTE THAT ON ALL WARRANTIES, IF YOU USE YOUR SCANNCUT AS A “BUSINESS IN A BOX” OR FOR COMMERCIAL OR INDUSTRIAL PURPOSES, THEN YOUR WARRANTY IS HALVED TO ONE YEAR FROM THE DATE OF PURCHASE.