Swarovski

My husband brought one of my Swarovski rings, (a CRY/ROS RING, ********** ), which is still within its 2 year warranty (Less than a year old), into the Swarovski Woodlands mall outlet in Pretoria, south Africa, where it was purchased, for repairs. The crystals in the ring is falling out. no other physical damages are visible on the ring nor where there any other abuse on this items. Proper care as for all my other items have been taken as with this ring.

The manager of the shop was not available. The shop assistant then took photos of my ring and a query were then submitted to Wolfgang, which I assume is a technician, for assessment. In what industry is assessments made solely on photographs?

On Swarovski's International website under the Replacements and Repairs policy, there is clearly a paragraph stating, and I quote:"Each defective product under warranty will be examined and evaluated by Swarovski's technical experts. Depending on the circumstances, the product may be repaired, replaced with the same product or substituted with a product of comparable value."

As my ring is still clearly within its 2 year warranty period, I do not understand why Swarovski does not want to replace my item, a decision made due to photos sent to them of the item.

The manager from Swarovski Woodlands mall outlet, Tania, is rudely refusing to assist in this matter at all and states they are merely agents and not authorized or in their own capacity take responsibility for this item.

Please consider my mail.