John Lewis - Warranty on an Apple iPad when original receipt is lost.

morv999

Hi

I bought an iPad from John Lewis less than 2 yrs ago and it has developed a fault and will not work. I have been speaking to John Lewis customer care department regarding the 2 yr warranty and was told that if I believed the iPad was sold faulty, under The Sales of Goods Act 1979, go to Apple and obtain a report.

Apple store provided a report stating that it was faulty, through no fault of the customer and the iPad should be replaced as it can't be fixed. Apple store can state when & where the iPad was purchased and can confirm the serial number of my iPad with this purchase.

Went back to John Lewis and they state that if you have not got the original receipt, no repair will take place under the warranty. I paid cash for it and just cannot find my receipt.

John Lewis accepts the iPad was purchased through their store, the date it was purchased and the serial number of the device sold. What John Lewis are saying is that I can't prove proof of purchase as I have no receipt, therefore no repairs can take place. The only way to prove this is the original receipt. I have never come across this with any other store.

Is this a play on words so John Lewis do not have to repair my iPad?

Apple store cannot believe how awkward John Lewis are being but they can't do anything as I did not buy it from them. They are offering a discount if I buy an iPad from them but they state that I should persist with John Lewis replacing it (iPad bought for £350).

I have spoken to many advisors & managers at John Lewis and all say No Receipt, No Repair…….. I have bought many items from this store but never claimed and then when I tried to claim, no success.

John Lewis are offering £50 towards a brand new iPad purchased, as a good will gesture, even though I do not have a receipt. I am just a bit annoyed with their attitude and how parnickity they are being.

What I would like to know, is there anything I can do, has anyone else come across this, and will it be possible to take this to the small claims court without a receipt, even though I have a report from Apple stating where it was purchased from & date purchased. A report saying it is faulty, it is in a good condition & no customer misuse has taken place. I believe this falls under The sales of goods act 1979 and is 'not fit for purpose & last a reasonable length of time' & it is still under warranty.

Any thoughts?

bris

You have no rights, you could have bought it at a jumble sale for all they know.


Proof of purchase is a right they have.

neilmcl

SOGA and warranty are two different things OP. If you want to exercise your rights under the SOGA then you must have proof that a contract existed between you and the seller, hence the requirement to have proof of purchase. If you do have any warranty left then you'll also be subject to the T&Cs of that warranty which probably include a clause regarding having proof of purchase. Is this a John Lewis warranty or a manufacturer warranty.

Fosterdog

I doubt Apple can prove exactly where and when you bought the iPad, serial numbers are not logged on receipts. Apple may know that the serial number was one of a batch sent to JL and they know the date you registered with themselves but they have no way other than your word that it was registered on the same day it was bought.

Apple wouldn't even know which branch of JL sold it only that a whole batch was delivered to JL main warehouse and then distributed to individual stores from there.

unholyangel

OP who have you spoken to at JL ?

Might be worthwhile either asking to speak to a manager or writing a letter asking if they can locate their retailer copy (if doing it in writing, you'd likely need to write to head office as branches often only keep them for a few months).

Be polite - remember you are technically asking them for a favour as there is nothing in law to state they need to search for it.

In my experience front line customer service staff are really only as good as the problems they've previously dealt with. I've been categorically told something wasnt possible a few times....then speak to a different one and because they've dealt with something similar before, they know what to do/what might help.

Might be worth a try!

morv999

It was Apple store that showed me their ipad, which stated that it was sold by JL at a certain store on a specific date. I was amazed at that and asked how they knew that and was informed, we need to know when it is sold for warranty reasons. It was Apple who stated to go back to JL and persist.

Very disappointed with John Lewis, going elsewhere now, Apple store have been excellent.

morv999

JL advertise it as a 2 yr warranty for ipad.

When I spoke with them, I was told that JL take insurance out with a third company to fix the item and they insist on a receipt, hence why JL insist on a receipt. So it is not a 2yr JL warranty as advertised.

I have been speaking with a manager at HQ with no joy. I admit it is my fault as I can't find receipt but if JL asked for my name & address at point of sale for any warranties, then they would know who they sold it too. Is that not what Apple does! Or is it a cop out by them!

morv999

Fosterdog wrote: »

I doubt Apple can prove exactly where and when you bought the iPad, serial numbers are not logged on receipts. Apple may know that the serial number was one of a batch sent to JL and they know the date you registered with themselves but they have no way other than your word that it was registered on the same day it was bought.

Apple wouldn't even know which branch of JL sold it only that a whole batch was delivered to JL main warehouse and then distributed to individual stores from there.

.......... If that was the case I could buy one today, get a receipt and then take my broken one back. I am sure there is a security measure in place to prevent this....... So serial numbers will be attached to point of sale somewhere but just not on the receipt.

System

morv999 wrote: »

It was Apple store that showed me their ipad, which stated that it was sold by JL at a certain store on a specific date. I was amazed at that and asked how they knew that and was informed, we need to know when it is sold for warranty reasons. It was Apple who stated to go back to JL and persist.

Very disappointed with John Lewis, going elsewhere now, Apple store have been excellent.

My grandson bought a refurbished IPad 2 from Apple. Twenty months later, it would not boot up. He took it to his local Apple Store and they ran a few tests and replaced it with a brand new iPad on the spot. He did not have AppleCare.

morv999

Apple can't do anything as it is the retailer who sold it can only sort it out. Apple Store have been great.

agrinnall

morv999 wrote: »

It was Apple store that showed me their ipad, which stated that it was sold by JL at a certain store on a specific date. I was amazed at that and asked how they knew that and was informed, we need to know when it is sold for warranty reasons. It was Apple who stated to go back to JL and persist.

Very disappointed with John Lewis, going elsewhere now, Apple store have been excellent.

The problem you have is that while it can be shown when and where the sale took place without the receipt there is no evidence that the sale was made to you - as bris says, you could have bought it from the original purchaser and would have no SOGA rights at all with JL.