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

cx6

Hopefully the OP will let us know the result and yes, b-a will hopefully come along and be their usual helpful self.

luvvlyjubbly15

I understand what you're saying, guys. I only thought of chargebacks as being relevant to credit cards, but After CAB recommended it, I thought I'd give the bank a call. They said to give the company a day to reply to my email, and if they don't, they'll raise a dispute.

And absolutely, I'll let you know the outcome. It could be 14 days before resolved; although, it will hopefully be before then.

user1977

Jenni_D said:

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).

To be exact, there's not even reference in the legislation to "proof of purchase" - ultimately it's up to the court to decide the facts, on the balance of probabilities, which would include whether or not you ever actually bought the item from the retailer. And that can be proved (or disputed) by any sort of evidence, even if came down to who sounded the most convincing in the witness box. Obviously in practice it's easier if you've got something to wave at them...

born_again

luvvlyjubbly15 said:

I understand what you're saying, guys. I only thought of chargebacks as being relevant to credit cards, but After CAB recommended it, I thought I'd give the bank a call. They said to give the company a day to reply to my email, and if they don't, they'll raise a dispute.

And absolutely, I'll let you know the outcome. It could be 14 days before resolved; although, it will hopefully be before then.

Retailer has 45 days to respond to any dispute.
You are going to have to prove the problem for the dispute, simply saying the screen broke after x days is not going to cut it. It might need a report to state that there was a fault with the work. Which will not be reclaimable.

Good luck. This is not a easy one and is more likely to be rejected by shop. Which would then mean you are looking down the LBA & court route.

bris

Could be a case of wanting proof that the correct screen is being returned and not some chancer with a couple of different laptops needing fixed.

I assume a repair of this sort will have information on the receipt to prove the make model and even serial number.

luvvlyjubbly15

bris said:

Could be a case of wanting proof that the correct screen is being returned and not some chancer with a couple of different laptops needing fixed.

I assume a repair of this sort will have information on the receipt to prove the make model and even serial number.

It's fair that he would want that, but my issue is more that he has the receipt and pretending he can't access it. I don't recall what details were on there, but I'd be amazed if the serial number wasn't included.

JJ_Egan

Might be worth firing a warning shot via an LBA  letter before action .

luvvlyjubbly15

JJ_Egan said:

Might be worth firing a warning shot via an LBA  letter before action .

Thank you, I'm going to take a look at that now.

luvvlyjubbly15

Well, good news guys. After emailing them to tell them I'd spoken to CAB and to let them know about the Consumer Rights Act, they agreed to resolve the issue, and miraculously found my receipt. I've just had my laptop back after they replaced the screen under the original warranty.

Many thanks for all your help and advice.