Warranty problems

mousemole

Apologies if this is in the wrong place but I am a newbie.
I bought a treadmill in oct 2006 from
a company called fitness development dot com.The treadmill came with a 10yr motor warranty. The motor has now gone on my treadmill and the company who are repairing it say if I can provide proof of purchase then the manufacturer of the treadmill will replace the motor for free.
Having moved 3 times since 2006 I cannot find the receipt for the treadmill, just a credit card receipt. I phoned fitness development to request a copy of my sales receipt. They were very rude and unhelpful and said they only had handwritten receipts, no electronic customer files/receipts and they doubted they would still have a copy of my sales invoice.
Surely they must be required to keep sales invoices a little longer than under 5 years ?
Any advice really appreciated.

McKneff

I think by law they are supposed to keep records for around 7 years.

If yu have a credit card receipt which proves the sale then that should be enough.

Failing that, your credit card company will be liable as long as it was over £100

Good luck with it.

mousemole

Thanks McKneff - I thought they had to keep records for 7 years. They are being spectacularly unhelpful and very rude. The repair people called them to ask for help too and they ended up telling the lady to 'f.off' when she pointed out they should have a record of my sale.
I no longer use the natwest credit card I bought it on...does that matter. Also, what would they help with - a new motor ?
Thank you.

McKneff

It shouldnt matter whether you are still a customer or not as long as you bought the machine with their cc. and well done for still having the records.

You may well get a refund (less something for the time you have used it) at best or a new motor fitted at the very least.

Give the cc company a ring and see what they say.

I think its called a section 75.

Let us know how you get on,

ic

Personally I don't see why the store should help you in this (other than to secure customer loyalty) - their obligation with regards to the sale ended after a year. Their need to hold records for seven years is for tax purposes, not so that people can go back and request copies of their receipts. Really, I think they'd be within their rights to charge you for such a service, but clearly they've no interest. It is not unreasonable to suggest that since you bought they've changed their systems and filed away old transactions and in their view it just isn't worth their bother digging through it all for you.

Have you asked the repair company if the credit card statement you've got is sufficient evidence of when you bought the item, or does it have to be the actual receipt that specifically names the treadmill?

mousemole

ic, I see your point- just find it staggering that companies still use paper records as opposed to electronic - especially if selling over the internet. When I had a customer facing business a few years ago I could just type a customer's name in and in seconds bring up their purchase history.
The repair company need a copy of the actual receipt - presumably because a line on a cc statement to fitness development for £799 could be for any item and not necessarily my treadmill.

phill99

Sorry, but have got your wires crossed anare confusing the issue. The manufacturer is not the same as the reatiler. Its very rare for manufacurers to sell directly to the public.

Your original retailier may still have records, but the manufacturer will not have copies of these receipts. They will simply have an invoice from Manufacturer x to retailer y for z number of treadmills. the manufacturer won't hiold copies of individual retail sales - he doesn't need to.

And the retailer is under no obligation to hold copies of individual sales receipts, nor to offer you another copy 5 years after the date of purchase, just because you have lost yopur original receipt.

It looks like you are trying to get other people (retailers) to sort out your lack of administration.

mousemole

Sorry Phil99 but YOU have got your wires crossed. Of course I know the difference between the manufacturer and the retailer. I have no contact with the manufacturer - the repair company have. All I was seeking was a copy of the sales invoice from the RETAILER that sold me the treadmill so that the motor could be repaired under the 10yr warranty.
I think you are very rude and unhelpful.Please dont comment on any of my posts again as you are sure to irritate - although maybe that is your intent.

mousemole

ps- Phil99, may I suggest spell checker next time

McKneff

Now then girlies....................

New poster alert...............be nice.

phill99

mousemole wrote: »

Sorry Phil99 but YOU have got your wires crossed. Of course I know the difference between the manufacturer and the retailer. I have no contact with the manufacturer - the repair company have. All I was seeking was a copy of the sales invoice from the RETAILER that sold me the treadmill so that the motor could be repaired under the 10yr warranty.
I think you are very rude and unhelpful.Please dont comment on any of my posts again as you are sure to irritate - although maybe that is your intent.

The reality is that you have lost your receipt and expect others to sort it out for you. If you knew it was a 10 year warranty, then surely keeping your sales documentation safe should be important.