Proof of Purchase

CodyCalling74

Hi,

My mother-in-law bought us a £500+ TV from Argos about three years ago and we now have a problem with it which seems to be common to this particular model. Having read the relevant section of the Sale Of Goods Act I rang their customer services and they told me that I need to get an independent fault report which I then take to the shop. In addition they want some proof of purchase - I know it sounds daft, and I would never usually misplace a receipt for a purchase of this amount, but I can't find the receipt. I told them that and they said I would need to provide the card number on which it was purchased. I have asked the question and that bank account is now closed and to get the card number would mean putting my MIL through a lot of unnecessary pain. So my two questions are: do I need to get an independent report and is there a way to prove you bought something without having a receipt or card number - I suggested to the customer service person that they would have record on their system but they insist without the card number I am snookered. They did say that if I can both present proof of purchase and an independent report stating that the fault is with the product that I may get some compensation - any advice would be appreciated.

CoolHotCold

Yes, you can't just say "People complained about X online so give me redress", you need to prove that the fault was inherent, which can be done by a independent engineer, which Argos should refund the cost.

The other part is Proof of Purchase. Yes you do need to supply them with PoP, it doesn't have to be the card number purchased on, a statement or receipt should do it. But it's honestly not hard to get the card number, phone bank, explain situation, answer security questions, get card number.

JJ_Egan

You are not the purchaser is the basic answer .

lincroft1710

If your MIL bought the TV then the contract is between Argos and her, so you are lucky that Argos are dealing with you. After 3 years an independent report is needed.

shaun_from_Africa

What Argos are asking is in exactly what the Sale of goods act requires you to provide.
After more than 6 months from purchase, the retailer has the right to ask buyers of goods that have developed a fault to prove that this fault was due to a manufacturing defect and not due to misuse. (It's generally referred to as an inherent fault which means that the fault was there at the time of purchase just that it wasn't apparent at that time).


As to the proof of purchase. Again, this is what the SOGA requires of you should you wish to pursue the retailer for a resolution to your problem.


One thing to bear in mind is that should the independent report state that there was an inherent fault, Argos are within their rights to give a refund but this refund doesn't have to be the full price paid. They can reduce it to take into account the 3 years use of the TV since it was purchased.


One other important point is that it is your MIL who has the contract with Argos and they can refuse to deal with you if they wanted to. (unlikely, but you never know).

CodyCalling74

CoolHotCold wrote: »

Yes, you can't just say "People complained about X online so give me redress", you need to prove that the fault was inherent, which can be done by a independent engineer, which Argos should refund the cost.

The other part is Proof of Purchase. Yes you do need to supply them with PoP, it doesn't have to be the card number purchased on, a statement or receipt should do it. But it's honestly not hard to get the card number, phone bank, explain situation, answer security questions, get card number.

Hi - I'm fully aware that hearsay from the internet is not proof but I was just pointing out the fact that it is a known issue posted on forums similar to this that are dedicated to technology questions rather than planning to use that as the basis for my complaint. The reason I was asking about an independent report was that on said forum, where a discovered this is a common fault, some of the replies indicated that they had to pay £95 and I was wondering whether this was a standard practice or whether that was just what they paid for an independent report. I asked the same question of that site and got no answer hence why I am asking it here.


On the point of proof of purchase I understand the contract is with the MIL and how easy it is to obtain bank details but this was paid from a joint account that is no longer joint if you get my drift. Therefore I don't want to cause any upset as she no longer has the details of purchase so was wondering if there is any other way, other than obtaining receipt or card details, to prove we purchased it from them?

powerful_Rogue

CodyCalling74 wrote: »

Hi - I'm fully aware that hearsay from the internet is not proof but I was just pointing out the fact that it is a known issue posted on forums similar to this that are dedicated to technology questions rather than planning to use that as the basis for my complaint. The reason I was asking about an independent report was that on said forum, where a discovered this is a common fault, some of the replies indicated that they had to pay £95 and I was wondering whether this was a standard practice or whether that was just what they paid for an independent report. I asked the same question of that site and got no answer hence why I am asking it here.


On the point of proof of purchase I understand the contract is with the MIL and how easy it is to obtain bank details but this was paid from a joint account that is no longer joint if you get my drift. Therefore I don't want to cause any upset as she no longer has the details of purchase so was wondering if there is any other way, other than obtaining receipt or card details, to prove we purchased it from them?

If the independent report shows the TV to be inherently faulty, then Argos will refund the cost of the report along with whichever remedy they choose to use in regards to the TV.

As for proof of purchase

Receipt
Bank Statement
Card Number (as requested by Argos)

Failing that, there is no other way to prove the purchase. I know previously you asked Argos to have a look on their system, but can you remember the day/month/time the TV was purchased? Also depends if Argos will go through the effort of trying to track the purchase. Unless you can be very specfic, just giving them a month wouldnt show proof of purchase, itr would just show they sold a TV to someone in that month.

wealdroam

A £500 TV bought three years ago?

As television costs have fallen drastically in that time, I would guess that a £250 TV bought now would probably have similar features and be of at least the same quality.

Also remember, even if you had proof of purchase, and were able to prove the fault to be inherent, it is possible that you would be offered significantly less than £500 refund as a remedy.

Another way to look at it is this TV has cost just a little over £2 a week.

In my opinion, I would be inclined to forget about this TV, and the proofs mentioned earlier, and think about buying a replacement. Of course it is very easy for me to say that as it isn't my money we're talking about.

Caz3121

Just because something is a common fault does not mean you will get redress from the manufacturer. You would need to prove that the fault was inherent at time of manufacturer
We had a LG TV where the picture went after 18 months...still had sound and looking at forums I also found that this was not an uncommon fault however I was not due a refund or repair from the manufacturer unless I could prove that the fault was caused during the manufacturing process and was not confident enough that this would have been confirmed in an independent report just because others had seen the same problem
I ended up selling it for spares or repair

Le_Kirk

Proof of Purchase? Surely you gave that when you registered the TV for warranty?

CodyCalling74

Caz3121 wrote: »

Just because something is a common fault does not mean you will get redress from the manufacturer. You would need to prove that the fault was inherent at time of manufacturer
We had a LG TV where the picture went after 18 months...still had sound and looking at forums I also found that this was not an uncommon fault however I was not due a refund or repair from the manufacturer unless I could prove that the fault was caused during the manufacturing process and was not confident enough that this would have been confirmed in an independent report just because others had seen the same problem
I ended up selling it for spares or repair

OK we now have (by some miracle) the receipt but the next stumbling block is proving that this an inherent fault with the manufacturing process and there are a couple of questions I have. Firstly is a failed part (which seems to be the problem) an inherent fault with the manufacturing process - I can't see how I could be responsible for a part failure but if someone knows different please enlighten. I know you need to get an independent engineer report that confirms it is a fault but from what I have read retailers tend to reject these out of hand. How do I get round this - do I phone the retailer and ask if they have any preferred company that I could use. On other forums I have read this process has worked and they have been refunded an appropriate amount of compensation but it seems to be a bit of grey area as to how easy it is to prove fault.


It may seem that I am blindly pursuing this for just £500 but to me it's not about the money as much as the principle. In my eyes if you buy a TV for that amount of money regardless of whether you can afford it or not it should last more than two years - I would be fuming if it was my only TV and I couldn't afford to replace it. I feel by doing nothing I am letting the manufacturers get away scot free.