John Lewis - 2 year guarantee apple products no receipt

Alderbank

MattMattMattUK said:

Manxman_in_exile said:

@h2oh2o - no doubt what Aylesbury Duck says is the problem...

Aylesbury_Duck said:

h2oh2o said:

Thanks - if I could get the receipt I would do that. The date of purchase is on the printout that apple gave me and they said JL should have this info too based on the SN

The trouble is, that's what someone who'd stolen, found or somehow obtained the item would say, which is presumably why a receipt is asked for.

As others have said, if you are claiming under the JL guarantee it's their guarantee and they make the rules.  Obviously they want to be able to ensure that you are the legitimate owner and they want to do that by asking you to establish a connection with the purchase.  Apple may be able to say it was bought on such and such a date, but do they know who bought it and how it's connected to you?  Without a receipt they (or rather you) can't do that.

Perhaps the purchaser (who I presume has lost or thrown away the receipt?) could establish a link via a credit card or bank card statement, or a JL account?  I don't see how you can use the JL guarantee without enlisting the purchaser's help.

Could the purchaser enforce thair statutory consumer rights and try to argue that the Apple report (have you anything in writing from Apple?) demonstrates that the fault was present at purchase or was otherwise unsatisfactory?  (Somehow I suspect Apple won't have said that... )

My John Lewis account shows all online and in-store purchases going back to 2014, they are logged by the use of one's "My John Lewis" card, so of the person who purchased them used that, either online or in-store then they will still have access to the receipt. 

I don't think you even need to be a 'My John Lewis' subscriber.

I have just bought a Kindle Paperwhite to give for Christmas using their excellent (free) Click & Collect system.

I ordered yesterday and picked up from my local Co-op just now.  I got an email with an ID barcode saying it was ready to collect and also an emailed receipt and '2 year guarantee'. The guarantee confirms it is transferable and can be used by gift receiver but warns to keep it safe because it must be produced in the event of a claim.

There was also a folded paper receipt and '2 year guarantee' packed inside the outer cardboard box.

The guarantee has a unique reference ID, presumably so that you could not try to use it with a product you bought elsewhere.

Manxman_in_exile

Olinda99 said:

Many people buy things from JL without using a JL card - including me.

I don't either.

But I do keep receipts and if I'm giving a reasonably expensive gift to someone I let them know that I've kept the receipt in case there are any problems with the item.

mattyprice4004

h2oh2o said:

Thanks - if I could get the receipt I would do that. The date of purchase is on the printout that apple gave me and they said JL should have this info too based on the SN

You're missing the point. If one of the terms of the 2 year JL guarantee is that the receipt must be provided, then it must be provided. 
Same with it being transferable - if they say it only applies to the original purchaser, then you're out of luck. 

jon81uk

Alderbank said:

MattMattMattUK said:

Manxman_in_exile said:

@h2oh2o - no doubt what Aylesbury Duck says is the problem...

Aylesbury_Duck said:

h2oh2o said:

Thanks - if I could get the receipt I would do that. The date of purchase is on the printout that apple gave me and they said JL should have this info too based on the SN

The trouble is, that's what someone who'd stolen, found or somehow obtained the item would say, which is presumably why a receipt is asked for.

As others have said, if you are claiming under the JL guarantee it's their guarantee and they make the rules.  Obviously they want to be able to ensure that you are the legitimate owner and they want to do that by asking you to establish a connection with the purchase.  Apple may be able to say it was bought on such and such a date, but do they know who bought it and how it's connected to you?  Without a receipt they (or rather you) can't do that.

Perhaps the purchaser (who I presume has lost or thrown away the receipt?) could establish a link via a credit card or bank card statement, or a JL account?  I don't see how you can use the JL guarantee without enlisting the purchaser's help.

Could the purchaser enforce thair statutory consumer rights and try to argue that the Apple report (have you anything in writing from Apple?) demonstrates that the fault was present at purchase or was otherwise unsatisfactory?  (Somehow I suspect Apple won't have said that... )

My John Lewis account shows all online and in-store purchases going back to 2014, they are logged by the use of one's "My John Lewis" card, so of the person who purchased them used that, either online or in-store then they will still have access to the receipt. 

I don't think you even need to be a 'My John Lewis' subscriber.

I have just bought a Kindle Paperwhite to give for Christmas using their excellent (free) Click & Collect system.

I ordered yesterday and picked up from my local Co-op just now.  I got an email with an ID barcode saying it was ready to collect and also an emailed receipt and '2 year guarantee'. The guarantee confirms it is transferable and can be used by gift receiver but warns to keep it safe because it must be produced in the event of a claim.

There was also a folded paper receipt and '2 year guarantee' packed inside the outer cardboard box.

The guarantee has a unique reference ID, presumably so that you could not try to use it with a product you bought elsewhere.

Thats because you bought online, when buying instore they don't have your details to save the receipt against unless the myJL card is scanned.

I do like it now at H&M, Ikea, John Lewis and M&S that scanning a loyalty card is an easy way to get a digital receipt.

macman

You don't need a receipt, you need proof of purchase. So, you would need to get the purchaser to provide a copy of their credit card or bank statement. If they paid cash, then it's not claimable. 

sheramber

The two year guarantee is a goodwill gesture from John Lewis and if one oft he conditions of claiming is to produce a receipt then that is what you must do. It is their guarantee so their rules. 

h2oh2o

Just to clarify a few points based on some of the comments:

- the AirPods were won by my spouse in a raffle at previous employer xmas raffle, hence difficulty getting receipt (raffle prizes were donated by different directors). 

- the apple paper work confirms the purchase date and apple said that John Lewis should be able to confirm this from the serial number too
- I accept that the 2 year guarantee is a goodwill gesture by JL and therefore I have to abide by their terms. If the receipt is absolutely required then I can’t meet this but if it’s just proof of purchase then I think that the details on the apple report are sufficient from them to verify the purchase. 

- lastly - to address the comment “how would they know they’re not stolen”. Anyone who’s familiar with apple products would know how easy it is to mark an item as lost or stolen. You’d be mad to take a stolen apple product into an Apple shop

Aylesbury_Duck

h2oh2o said:

- lastly - to address the comment “how would they know they’re not stolen”. Anyone who’s familiar with apple products would know how easy it is to mark an item as lost or stolen. You’d be mad to take a stolen apple product into an Apple shop

I don't suggest your product was stolen, but there's clearly a reason why JL require a receipt rather than proof of purchase, and I can't think of a reason other than the one I suggested.   Is it necessary to take a product into an Apple store to claim on the JL guarantee?  And if it isn't, do JL have the ability to track Apple products reported as lost or stolen?

jon81uk

h2oh2o said:

Just to clarify a few points based on some of the comments:

- the AirPods were won by my spouse in a raffle at previous employer xmas raffle, hence difficulty getting receipt (raffle prizes were donated by different directors). 

- the apple paper work confirms the purchase date and apple said that John Lewis should be able to confirm this from the serial number too
- I accept that the 2 year guarantee is a goodwill gesture by JL and therefore I have to abide by their terms. If the receipt is absolutely required then I can’t meet this but if it’s just proof of purchase then I think that the details on the apple report are sufficient from them to verify the purchase. 

- lastly - to address the comment “how would they know they’re not stolen”. Anyone who’s familiar with apple products would know how easy it is to mark an item as lost or stolen. You’d be mad to take a stolen apple product into an Apple shop

But you are taking the item into John Lewis, not Apple and they want proof of receipt. Yes there are ways to mark things as stolen but not everyone uses them and JL may not have access to the data.

Unfortunately in this case the person who bought them to put them into the raffle has most of the consumer rights and as they didn't even get a gift receipt to pass on there is little you can do.

cmthephoenix

h2oh2o said:

Just to clarify a few points based on some of the comments:

- the AirPods were won by my spouse in a raffle at previous employer xmas raffle, hence difficulty getting receipt (raffle prizes were donated by different directors). 

Have you tried asking your previous employer about proof of purchase? Employers can keep things for a lot longer than you might expect because it's good accountig/VAT reclaim/HMRC audit. It's not just a case of different directors.
Also I personally would put this to JL, that it was purchased by a company X and won in a raffle by you so you don't have a receipt. They may be able to see from their records that it was purchased by a company credit card from company X. This is pure speculation from my point of view but there is no harm in asking.