Warranty question - lost receipt but proof of purchases

scottishminnie

I'm looking for some guidance.

On December 10th 2013 I purchased a small electrical appliance in store at John Lewis. The cost was £119.95. I used a prepaid Visa card (a cash back offer on a fridge freezer earlier in the year) for the value of £75 and charged the remaining £44.95 to my credit card.
I cannot find the receipt however I have my credit card statement showing the £44.95 entry and the corresponding transaction number.

The appliance has a 2 year manufacturer warranty.

Recently it developed an intermittent fault which prompted me to contact John Lewis. I explained the situation above and offered proof of my purchase via the credit card statement. They advise this is of no value as the credit card entry does not match the cost of the item. I asked if they could carry out a trace via the transaction number on the credit card statement however they say they are unable to do so.

I have emailed the manufacturer with the serial number etc to see if they can help however is the anything else I can do here?
I accept that by losing the till receipt I am at fault, just wondering if I can salvage the situation in any way?

Thanks

bris

Not through the warranty as the T&C's will need to be followed as the warranty is over and above your statutory rights.


You would have the SOGA but that can be tricky to enforce and even then you CC statement still doesn't match the value of the goods.
Have a look here http://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange although this does make it look easier than it really is to enforce.

System

Did you register your product when you got it ? Generally for a manufacturers warranty this has to be done within a set period .

scottishminnie

Thanks.

I can't find anything by way of email to prove I registered the product how ever have contacted the manufacturer so will see what they say.

John Lewis did (and still do) offer a 2 year guarantee on the product however by losing the till receipt they advise I have broken the terms and conditions of this which is why I was taking the manufacturers warranty route.

wealdroam

Who is the manufacturer? What is the product?

unholyangel

Your other option would be to get an independent report stating the nature of the fault is inherent. You only need proof of purchase to satisfy SoGA (and small claims goes on balance of probabilities). However it can be a drawn out process especially if the retailer digs their heels in.

What I find often works is being polite, explaining I know the burden of proof is on me after 6 months but that I suspected it may be cheaper for them to have their engineers look at it rather than reimbursing me for the cost of the report. Although it probably helps that we do take good care of our things - I dont imagine it would work if I took something back in with scratches all over it and a dent in the side

Of course, you're still relying on the stores goodwill, but you never know until you ask.

For future, get a small file box and keep a folder in that for receipts. You can also scan them into your computer and/or upload them (somewhere private of course) so you dont have to worry about losing them - whether this would satisfy a warranty condition of requiring the original receipt is another matter.