the zipper head has fallen off during the first time my mom carried it. it was the brown leather one that i bought in the private sale a while ago. my mom took it to burberry store and offer to pay for a replacement zipper head, but the store refuses to order one for her notwithstanding that they certified and claimed that the bag is authentic. burberry staff alleged that since the bag was purchased from the sale, therefore, they do not help customer to fix any defects in the bag even if customer is willing to pay for it. has anyone come across this problem? i think this is really ridiculous, and it is the worst service i ever heard of from a designer label. what should i do? please help me to find a solution!