Screen replacement broke after 25 days, but I've lost the receipt. They won't resolve.

luvvlyjubbly15

I had a screen replacement on a laptop on October 18. On November 12, the new screen was broken. Unfortunately, I lost my receipt. I went to the store and the guy asked for my phone number, as he said the only way he can find my receipt on their system is via my phone no. After giving him my no., he said he couldn’t find it on the system. So I showed him on my phone that I received a call from the store on October 18. He said it didn’t matter. I also took a screenshot of the payment made to the store for the exact cost of their screen replacement the day after I received a call from them,. He didn’t even want to see it. Am I covered under the Consumer Rights Act?

Thanks, Jackson

Ergates

You're covered, but it is reasonable for them to want some kind of proof of purchase.

Did you pay for it on a credit card?   Some stores will accept the transaction details on a credit card statement as that (though it does sound like you might have tried that already?).

Did you, or the person in the shop, fill in any forms or other paperwork when you took your laptop in?  An invoice, or a work order etc.   It seems unlikely that they'd have nothing in their system about your laptop (as how would they know what needed fixing?).  It isn't reasonable for them to just refuse to look for it properly - a half-arsed 10 second search using phone number isn't really good enough in that regard.  

luvvlyjubbly15

Thanks for your reply, Egates - I appreciate it.

I paid for it with a Visa debit card and had the screenshot from my online statement ready to show him, but when I told him, he wasn't interested. 

Yes, I filled in a form. This morning, he told me I had to either give him the job no. or phone no., the latter of which I gave him. And you're right, it can't be that difficult to find the receipt another way. There's no way it wouldn't come up by searching for my name, for example..

Jenni_D

Under consumer rights legislation, all you need is proof of purchase ... you do not need a specific store receipt (as there's no legal entitlement for a seller to give or a consumer to receive a receipt).

Who did the screen replacement? Was it a local shop or a national chain (like Currys)?

Ergates

If you can show them that you've spent money at the store, that is proof of purchase.   They have the responsibility to find the particulars of the job detail.   Giving them job number would make their lives easier, but there is no way it's the *only* way to retrieve the information - that would be a monumentally stupid piece of system design*.

The guy in the store is either just ignorant about how their order system works, too lazy to do his job properly or is trying to avoid responsibility.

* and "our order system is badly designed" isn't a valid excuse on their part anyway.

luvvlyjubbly15

Thanks, Jenni. It's national, as there's a bunch of local stores listed under one domain name, although there's no head office address, so I'm not sure what their actual structure is.

luvvlyjubbly15

Ergates, you hit the nail on the head on that responsibility point. I kept telling him that as I have the phone number, there's clearly an issue with their system. He just kept saying some version of "Regardless, I need the receipt or to find your phone number in the system". Your last line was kinda funny, albeit basically what happened.

cx6

I might be well to call your card company and ask for a chargeback on the basis that the work wasn't completed properly and that the store are being unhelpful

You have given the store a chance to remedy their work.

luvvlyjubbly15

Thanks, cx6, I'm going to do that now.

photome

cx6 said:

I might be well to call your card company and ask for a chargeback on the basis that the work wasn't completed properly and that the store are being unhelpful

You have given the store a chance to remedy their work.

Would that work

while I agree the store should/could be more helpful, how does the store or Card company know the damage wasnt done accidently by dropping it or something on it, in which case why would the repairer be liable, or am I missing something

Jenni_D

I suspect that a chargeback may fail ... chargeback is in addition to your consumer rights and is a voluntary scheme subject to the scheme's T&Cs; it is not like Section 75 which makes the credit provider jointly liable with the seller for the performance of the contract. I'm not sure that there's a chargeback code for "they did the work, but not very well and are being uppity about resolving it". Perhaps @born_again can advise.