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

sheramber

We bought a tv from JL which had a 5 year guarantee.

The tv broke 4yr and 11 months later.

However we couldn't find the receipt which was surprising as we do keep all our receipts.

When my husband phoned JL we didn't even know if the tv was still under guarantee as we couldn't remember exactly when we bought it.

A very nice lady at JL searched back their reecords and was able to confirm the purchase and that the tv had one month of warranty left.

She was also abl to advise the delivery address which was not our home address as theree would not have been anyone in to accept delivery. As it had been delivered to my husband's business address all the paperwork was in with his business stuff.

As the tv could not be repaired locally ( we live in a very rural area) JL replaced the tv with a new one of our choice and refunded the balance of what we had paid originally as the new one was cheaper.

LilElvis

wealdroam wrote: »

"Apple can't do anything...", are you sure?

If Apple are as good as you say, then surely they would be doing more.
Of course they have no obligation to do more, which is exactly the situation John Lewis find themselves in.

They are both either a) doing all they can, or b) dodging the issue... take your pick.

Sorry but only one party to blame here... who lost the receipt?

Apple have been known to replace faulty items not purchased from them, because they did it for me. I bought a grey market iPod Classic which stopped working after about 4 months. Took it to the local Genius Bar who found a hardware fault and handed me a refurbished replacement without me even asking, though they could tell that it was a grey market product. Very impressed, and very surprised!

morv999

sheramber wrote: »

We bought a tv from JL which had a 5 year guarantee.

The tv broke 4yr and 11 months later.

However we couldn't find the receipt which was surprising as we do keep all our receipts.

When my husband phoned JL we didn't even know if the tv was still under guarantee as we couldn't remember exactly when we bought it.

A very nice lady at JL searched back their reecords and was able to confirm the purchase and that the tv had one month of warranty left.

She was also abl to advise the delivery address which was not our home address as theree would not have been anyone in to accept delivery. As it had been delivered to my husband's business address all the paperwork was in with his business stuff.

As the tv could not be repaired locally ( we live in a very rural area) JL replaced the tv with a new one of our choice and refunded the balance of what we had paid originally as the new one was cheaper.

Seemingly there are two types of receipts, an A5/A4 size receipt where you fill in your details; name, address etc and then it is kept on JL computer system. This is usually for TVs and then there is the ordinary receipt from the till, where no details are asked for. iPads get ordinary receipts……. don't know why?

………. Why don't JL ask for name and address from every customer who purchase an electrical product & link it to the receipt number on their system. Then they will know who has purchased their goods.

It can't be hard to put a system in place to solve this problem for future customers or don't they want to solve it!!!!

wealdroam

morv999 wrote: »

Seemingly there are two types of receipts, an A5/A4 size receipt where you fill in your details; name, address etc and then it is kept on JL computer system. This is usually for TVs and then there is the ordinary receipt from the till, where no details are asked for. iPads get ordinary receipts……. don't know why?

………. Why don't JL ask for name and address from every customer who purchase an electrical product & link it to the receipt number on their system. Then they will know who has purchased their goods.

It can't be hard to put a system in place to solve this problem for future customers or don't they want to solve it!!!!

Is this post just listing extra things that John Lewis could do so that people no longer need keep receipts (or other proofs of purchase)?

Here's something you could do in future to solve the problem:

Scan every receipt and file the image on your computer.
Then just print that image should the need ever arise.

morv999

No, it is answering the above post why they did not actually have to produce a receipt to get their TV repaired…….. read the post, they lost their receipt!!

Fosterdog

morv999 wrote: »

.......... 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.

Serial numbers are not noted at point of sale, trust me I work in electrical retail and I am also a consumer who has bought many electrical items and have never seen the serial number being recorded. (except Apple items if you take out AppleCare)

Some items don't even have the serial number on the outer packaging so without opening the item there would be no way to access the SN.

shaun_from_Africa

morv999 wrote: »

No, it is answering the above post why they did not actually have to produce a receipt to get their TV repaired…….. read the post, they lost their receipt!!

The reason for not having to show a receipt was probably due to JL being legally required to record details of the TV purchase (they had to record the name and address of the person buying a TV).

If they weren't forced to do this by law, I doubt if they would have been able to find a copy of the purchase records without an awful lot of time and effort.

It's no longer a requirement for retailers to record these details but in the case mentioned by sherambler, the TV was bought a few years ago before the law changed.

wealdroam

morv999 wrote: »

No, it is answering the above post why they did not actually have to produce a receipt to get their TV repaired…….. read the post, they lost their receipt!!

So, what about my other point:

wealdroam wrote: »

Here's something you could do in future to solve the problem:

Scan every receipt and file the image on your computer.
Then just print that image should the need ever arise.

Is that something you might consider?
After all, that would be at no cost to JL and would solve your problem at a stroke.

morv999

The only downfall of that, JL are insisting on the Original receipt, copies are not proof of purchase.

I fully agree it is my fault, I have misplaced it and I had almost given up all hope of a repair and was going to put it on ebay for parts until I happen to speak with an Apple store and the staff membercould tell me, where I bought it, what store & date…….… I was impressed with that. So how was that possible if JL don't keep track of serial numbers etc.

…….Referring to the previous post, so could I buy another one and use that receipt to take my old iPad back and the store would not know the difference if they don't keep serial numbers ……… I can't believe that in this day in age. If that is true, bloody hell!

I have just spent the last 12 months renovating a house and many of the shops/ builders merchants I have dealt with email receipts to customers and they can be stored for safety. Scewfix has one of the best procedures in place and never had a problem with any receipts or taking items back.

JL have just not moved forward with time……….

morv999

Whilst it is great to be able to help out the occasional customer who has "lost" their receipt please remember the onus is on YOU to retain your proof of purchase.It is NOT the retailers responsibility.

………but if they want customers to return they might want to make their systems more customer friendly & don't annoy customers….Happy customers means bigger profits, it is a no brainer!