Campaign for change in customer rights law

philwatts

I have recently had problems with PC World (part of the DSG Retail group) regarding a Sandstrom Digital Picture Frame given to me as a Christmas present. I was not given a receipt and my mother who bought the frame paid cash and has lost the receipt. So you will all be saying no receipt - no refund or exchange.
But why does the manufacturer escape responsibility in this case. I have been told by PC World staff that the frame is less than a year old, by reference to the serial no. on the unit and that because it was a Sandstom then it was made for DSG Retail Group.
Surely in an instance where the item is less than a year old and is associated with one retailer then no receipt - just sod off, should not be allowed.
I realise this only affects the people who pay cash for items - because debit and credit cards have a tracability to the purchased item - but are we not customers too? Why can't the retailer make some link between purchaser and the items that are bought. I was told that on expensive items this is done but 'expensive' is relative to individual assessment.
I have twice related this case in greater length, to DSG Customer Services and have had a one line answer on both occasions in less than perfect English.
WHY DO WE NEED A RECEIPT TO EXCHANGE FAULTY GOODS WHEN THE ITEM IS UNDER ONE YEAR OLD AND IS DIRECTLY ASSOCIATED WITH THE RETAILER?

Mark_Hewitt

Have you tried contacting the manufacturer directly?

Some years ago I won an HP iPaq in a raffle, very nice prize! It stopped working some 3 months later and I thought I'd have no chance as it being a competition prize I had no proof of purchase. But I contacted HP and they sorted it all out and I had a new iPaq within a week.

dreamypuma

philwatts wrote: »

WHY DO WE NEED A RECEIPT TO EXCHANGE FAULTY GOODS WHEN THE ITEM IS UNDER ONE YEAR OLD AND IS DIRECTLY ASSOCIATED WITH THE RETAILER?

You don't you need proof of purchase. Campaign over.

shaun_from_Africa

WHY DO WE NEED A RECEIPT TO EXCHANGE FAULTY GOODS WHEN THE ITEM IS UNDER ONE YEAR OLD AND IS DIRECTLY ASSOCIATED WITH THE RETAILER

Because as it stands, you have no proof that the item was legitimately obtained.
For all PC world know, it could have been shoplifted from one of their stores. (I'm not implying this is the case, but how would they know this didn't happen)

Mark_Hewitt

That would only be an issue if you wanted your money back or replacement with completely different goods.

shaun_from_Africa

Why?

Some retailers put returned/non working items on display, and if one of these was nicked, all the thief would have to do is to pop into a different branch and exchange it for a brand new working unit.

Also, shoplifted items have just as much chance of failing as purchased items, and I wouldn't put it past some people to attempt an exchange even if they had nicked it in the first place.

CoolHotCold

Fact is PcWorld can and do say to keep the receipt, if your mother knows exactly when it was purchased then no problem they can do a receipt lookup. Your contract is with the retailer not the manufacturer.

Also as other people have said, you might not be a customer, you could be a thief or took one from the shelf and are trying a fast one, etc etc.

I see no wrongdoing on Dixons/PcWorlds part.

philwatts

dreamypuma wrote: »

You don't you need proof of purchase. Campaign over.

Well if you don't have the original receipt what other proof of purchase am I going to have. It's in it's original box. I can even provide a PC World carrier bag. Not exactly proof of purchase is it?

halibut2209

There's no point in campaigning for a change unless you say what that change actually is.

philwatts

They can look up on till records, but even though they may find a cash transaction for the same type of digital frame they would not count this as enough proof of purchase. Tried it already!

philwatts

halibut2209 wrote: »

There's no point in campaigning for a change unless you say what that change actually is.

Thought I had already covered it. If an item is less than 1 year old from manufacture and is directly associated with one retailer then no proof of purchase should be needed to get an exchange. After all the guarantee is for 1 year. Don't they have any faith in their products.