Help with proof of purchase

jasesheehan

Hi all,

We bought 2 tablet computers from HMV before Christmas for our sons using Love to Shop vouchers. One has since gone faulty but we have lost the receipt. I have a letter from love to shop saying which vouchers were spent HMV but they cant give us a date and I still have the boxes with the HMV stickers on.

HMV are not accepting returns from before the 15th of Jan but the manufactuer is. They are not accepting the letter from love to shop as proof of purchase and are saying I need an official HMV receipt. The store is still open but they say there is no way to produce a duplicate receipt.

Am I up [EMAIL="s@#t"]s@#t[/EMAIL] creek without a paddle?

Cheers

neilmcl

Pretty much yes, at least with the Manufacturer's warranty.

What reason is HMV giving for not accepting returns on goods purchased before Jan 15?

Jinks

Hmm. While HMV do not legally need to exchange or refund your item at this point, that doesn't mean they can get away with not helping you at all. As the retailer they are still obliged to accept a return of a faulty item under the manufacturer's warranty. The presence of the receipt should make no difference to HMV because they will have a record of your purchase on their computer system, and they should be sending the faulty tablet to the manufacturer for you.

It sounds like you are getting bad customer service from them. I suggest you go back to HMV and inform them that you wish to return the faulty item to them under the manufacturer's warranty, not under whatever HMV's returns policy is. You are not obliged to go directly to the manufacturer yourself if you don't want to (or can't, in this case).

shaun_from_Africa

I suggest you go back to HMV and inform them that you wish to return the faulty item to them under the manufacturer's warranty, not under whatever HMV's returns policy is. You are not obliged to go directly to the manufacturer yourself if you don't want to

As the retailer they are still obliged to accept a return of a faulty item under the manufacturer's warranty

If someone wishes to return good under a manufacturers warranty then the retailer has no obligation to accept these goods as their only obligation towards the consumer lies with what is written into UK legislation.
A manufacturers warranty is normally a contract between the consumer and the manufacturer, and if the warranty states that goods must be returned directly to them along with a sales receipt, then this is perfectly legal.

vuvuzela

neilmcl wrote: »

Pretty much yes, at least with the Manufacturer's warranty.

What reason is HMV giving for not accepting returns on goods purchased before Jan 15?

They went into administration so the current runners are not liable for the debts of the old company. http://www.guardian.co.uk/business/2013/jan/22/hmv-lifeline-hilco-debt-deal

vuvuzela

Jinks wrote: »

Hmm. While HMV do not legally need to exchange or refund your item at this point, that doesn't mean they can get away with not helping you at all. As the retailer they are still obliged to accept a return of a faulty item under the manufacturer's warranty. The presence of the receipt should make no difference to HMV because they will have a record of your purchase on their computer system, and they should be sending the faulty tablet to the manufacturer for you.

It sounds like you are getting bad customer service from them. I suggest you go back to HMV and inform them that you wish to return the faulty item to them under the manufacturer's warranty, not under whatever HMV's returns policy is. You are not obliged to go directly to the manufacturer yourself if you don't want to (or can't, in this case).

As HMV went into administration, this advice is incorrect. Unfortunately for consumers, andthing they purchased before administration was with the old campany who are skint, not with the company called HMV that is now run by the administrators.