John Lewis - 2 year guarantee apple products no receipt

h2oh2o

Hello

I received some Apple Airpods as a gift without a receipt. Recently, I noticed they weren't charging properly. I took them to apple and they confirmed a fault but I was just a few days passed the 1 year Apple Care guarantee for a free repair. They advised me that the AirPods were purchased from John Lewis. They also gave me a report which confirmed the purchase date. I explained I didn't have a JL receipt but they said JL should honour it as they can just look the serial number up on their systems.

I went straight to JL and the person I spoke to said - no receipt, no guarantee. Can anyone advise?

elsien

Usually any contract is with the person who bought the item, so I’m wondering if you need to go back to them to get things progressed? Is it possible to get the receipt off whoever gave you the AirPods?

Manxman_in_exile

If they were given to you as a gift I suppose the simple answer is that you probably don't have any rights under the JL guarantee as you didn't buy them.

You need to get the person who bought them and gave them to you to sort it out with JL. They'll either need the receipt or some other acceptable proof of paying JL.  (A card or bank statement may do as I'm sure I've read a JL employee say on here that with that information they can trace an individual transaction).

I don't suppose Apple were helpful enough to confirm that the fault would have been present at purchase?  I bet not, but If so, whoever gifted them to you could then try to enforce their own (not your) consumer rights against JL.

h2oh2o

My understanding is that the guarantee transfers with ownership.

I can understand why a receipt is necessary for most products (particularly, around proof of purchase and date). However, given that all of the key information from the receipt is already known by Apple (and presumably JL if they tried) I was wondering how essential the receipt is in this case?

Manxman_in_exile

Did you put those two* points to JL when you went straight to them?

*(1) that the guarantee is transferable and (2) that they can check the transaction themselves?

elsien

h2oh2o said:

My understanding is that the guarantee transfers with ownership.

I can understand why a receipt is necessary for most products (particularly, around proof of purchase and date). However, given that all of the key information from the receipt is already known by Apple (and presumably JL if they tried) I was wondering how essential the receipt is in this case?

According to the citizens advice page, for the guarantee to transfer it needs to include the words third-party rights. Is this the case for your product?

h2oh2o

Yes - I went with the apple report and explained it was a gift. They didn't deny the guarantee wasn't transferable but said they needed the receipt. I said I cannot get the receipt and explained that the report states the purchase date and that it was from JL. They replied "we need to know if it was online or instore, how much you paid". I said, "I'm not looking for a refund, just a repair/replacement so don't understand relevance of purchase price." They said "can't do anything without receipt". So not sure if I should keep trying or if the person I spoke to was correct...

elsien

Just re-read your post. If you’re outside the 12 months free repair from Apple, on what basis did you ask John Lewis for a repair/replacement? 

h2oh2o

JL offer a 2 year guarantee. Apple advised me it was purchased from JL and that I should claim under their guarantee 

elsien

Their website says the guarantee is transferable then says “  You'll need to provide us with details of your item, including the model number and date of purchase. You'll find all of this information on our original receipt – this acts as your guarantee, so please make sure you keep it safe.”
Did Apple actually say that date of purchase is one of the pieces information JL should be able to retrieve?


Is it really not possible to ask the person who gifted you the items for the receipt? It does seem that would be a quicker route than arguing with JL about their terms and conditions.

Farfetch1

h2oh2o said:

JL offer a 2 year guarantee. Apple advised me it was purchased from JL and that I should claim under their guarantee 

Apple doesn't offer a 2-year guarantee,

If JL does, you need to check if it is transferrable, and under what conditions it can be transferred.

If I was a betting troll I'd say it's not transferrable. YMMV.