Proof of purchase problem

BRIGHTHOPE

Bought an Acer descktop PC from Tesco in January of this year. A month ago it had a major crash and at the moment is totally unusable.
When I bought the PC I recall the shop assistant telling me that it had a 12mth guarantee and that if there was a problem within the first month then I was to return it to the shop, thereafter, I should contact Acer. So, I contacted Acer and they recognised that the PC had developed a fault. However, upon checking their records they decided that the PC was out of warranty and that I should get it fixed locally at my expense. I queried this with them, and they said that I needed proof of purchase otherwise they deemed it out of warranty. I took that to mean that the PC has left them over 12 mths ago and so they needed proof of purchase to show that I had purchased it within the last 12mths.
Despite searching high and low I couldn't find a receipt. I phoned Customer Service at Tesco, as I had used a credit card, and Clubcard, and I assumed that they would be able to trace the transaction with ease and provide me with some documentary evidence for me to produce to Acer.
They stated that this was impossible and appeared to be unwilling to help me.
I then contacted Acer explaining that I'd lost the receipt but that I could provide them with a credit card statement showing the purchase. Their reply was as follows;

The reason we request for proof of purchase is, we cannot create a warranty case if the unit shows out of warranty in our records. The proof purchase should meet the following requirements.

1) Description of the product. [Reason:- Helps us to identify the product ]
2)Cost of the product with VAT value. [ Reason:- Authenticates the transaction is genuine ]
3) VAT identity code or number. [ Reason:- Number of times the product sold or to validate the sale ]
4) Part number of the product or the serial number. [ Reason:- To identify the exact model and product line.]
5) Dealers's name. [ Reason:- To update in our records]
6) Date of purchase. [ To validate the warranty of your product.]

Usually a credit card statement cannot meet the above requirements and we request to help us with a valid proof of purchase.


So now I need some advice as to how best to make the next move. Should it be with Acer, or Tesco, and how should I play it?

Many thanks in advance.

dmg24

Your claim is with the retailer. However, as the item is over six months old the burden is on you to prove that the fault was inherent. In what way did the computer crash?

BRIGHTHOPE

I'm no computer expert. I use it basically just to surf the net.
When this happened it was a case of there being no problem when I used one evening, then the next morning I just couldn't get it to boot up. This is how I explained what was happening to Acer and I've also copied their initial response.

"I've got a 10months old desktop, Acer Aspire AX1300. It was pre loaded with Vista Home Premium. No disc available either from MS or my own back-up. Product key is on the pc.

It has crashed on me big style, intially kept taking me to the 'crash dump screen'. As there was little of value on the hard drive I tried a factory restore (alt - f10). Kept on getting as far as 10% and then appeared to get stuck. Eventually got a message 'restore failed - reason 0xd000000d' click ok to start computer'.

Any advice what I should do next?"

"Regarding your enquiry, as you are unable to perform recovery through recovery partition, It might be an issue with the internal hardware components of the computer which needs to be taken for repair but as per our records, the computer is out of warranty and hence we would not be able to take the computer for repair. I kindly request you to contact a local technician to fix the issue.

If you feel that your unit is in warranty, we would be grateful if you could forward a copy of your VAT receipt/invoice by return.

If you have any further enquiries, please do not hesitate to contact us on the number mentioned below.

Regards

Acer Technical Support Team"

gordikin

Have you tried a 'system restore'?

BRIGHTHOPE

Tried everything. Last resort was the 'factory restore' described above.

dmg24

Firstly, post the above on the Techie board - they will be able to be advise on the technical side of it, and if the fault is likely to be inherent.

Second, call Tesco CS - if you have your Clubcard number and the date of purchase, they can trace it, you might just need to push them a bit. Once they have acknowledged that you bought it from them, you will probably be directed to the Electrical Helpline. They *should* offer you some kind of solution.

Esqui

BRIGHTHOPE wrote: »

Tried everything. Last resort was the 'factory restore' described above.

Does it work with restore discs? You did burn some off, right?

If that fails too, then probably a knackered hard drive.