Lloyds Credit Card and S75 Claim

AliGMcCl

I recently (Aug 23) bought a printer for home use and it had before Christmas a fatal error message - "printer heads missing" I took it back to the retailer who told me as it was more than 60 days old they couldn't do anything!! New printer heads will cost almost as much as the printer did.
I bought on my Lloyds Credit Card and basically Lloyds are refusing to refund as I can't find the receipt from the shop. I've contacted Resolver any other suggestions from members to get Lloyds to see sense?

eskbanker

This may be better treated initially as a consumer rights issue than a credit card one, as the retailer doesn't have the right to time bar a claim under the Consumer Rights Act about a faulty product after an arbitrary 60 days, and a fault occurring within the first six months is assumed to have been present at purchase.

If you needed s75 support from your credit card provider (assuming it cost over £100), then it's not unreasonable for them to require proof of purchase....

grumbler

MSE: Consumer rights

Make sure you know who's responsible

When returning items, beware shops trying the oldest trick in the book: saying they're not responsible for the shoddy goods and you must call the manufacturer. This is total nonsense!

If a company fobs you off by saying "go to the maker instead", it's wrong. It's the retailer's job to sort it.

DullGreyGuy

How much was the printer?

AliGMcCl

Shop is basically refusing to replace the printer or the faulty printer heads. Printer cost £349.99 (a Which recommended best Buy!!) Hence me contacting Lloyds - surely the £349.99 on my credit card statement should be enough especially if they have "enabled" card transactions (i.e. they can tell what I bought from their card transaction data) !?

Mark_d

You bought a printer in August and it was working fine for two months (60 days) before you started having problems?  This suggests it could be a software issue than the printer heads actually being missing.

The entry on your Lloyds credit card statement should be all you need in terms of proof of purchase.  I'm not sure why they require a receipt.

DullGreyGuy

Mark_d said:

The entry on your Lloyds credit card statement should be all you need in terms of proof of purchase.  I'm not sure why they require a receipt.

The entry on the credit card statement doesn't prove what was bought... the OP could have bought the printer 9 months earlier using their debit card. They then buy something else of the same or higher value using their credit card from the vendor and pretend its the later transaction date to get the S75 cover. 

Many moons ago when working in retail we'd never accept a card statement as proof that you bought a specific item in that transaction... 95% of our transactions were not single item either so little chance of matching values. 

eskbanker

AliGMcCl said:

Shop is basically refusing to replace the printer or the faulty printer heads. Printer cost £349.99 (a Which recommended best Buy!!) Hence me contacting Lloyds - surely the £349.99 on my credit card statement should be enough especially if they have "enabled" card transactions (i.e. they can tell what I bought from their card transaction data) !?

S75 grants you the same rights with your credit card provider as you have with the retailer, but if you don't have the requisite paperwork to support a claim with Lloyds then you do still have the option of pursuing the matter with the shop, even if that entails small claims, as their rejection sounds less tenable than that of Lloyds.

The error message presumably doesn't literally signify that the printer heads are physically missing, so are there any clues online about what it actually means?

AliGMcCl

I took the printer back to the shop - historically they have been pretty good with minor repairs on other items e.g phone screens etc. hence I thought I'd be ol getting the printer of them. However once they saw the error message they said as it was over 60 days old they couldn't return to their supplier so there was nothing they could do.
re DullGrey comment Lloyds should know from my transaction history that I don't do the sort of thing you suggest some people may do as this is the first claim since I've had the card - possibly 10 years or so!!

eskbanker

AliGMcCl said:

I took the printer back to the shop - historically they have been pretty good with minor repairs on other items e.g phone screens etc. hence I thought I'd be ol getting the printer of them. However once they saw the error message they said as it was over 60 days old they couldn't return to their supplier so there was nothing they could do.

They're fobbing you off, in contravention of their obligations under the Consumer Rights Act 2015 - your rights are with them and any restrictions in their arrangements with their supplier are their issue not yours.

AliGMcCl said:

re DullGrey comment Lloyds should know from my transaction history that I don't do the sort of thing you suggest some people may do as this is the first claim since I've had the card - possibly 10 years or so!!

Past history makes no difference - if they've asked you for proof of purchase and you don't have it then the s75 option isn't going to be open to you.

Nasqueron

AliGMcCl said:

I took the printer back to the shop - historically they have been pretty good with minor repairs on other items e.g phone screens etc. hence I thought I'd be ol getting the printer of them. However once they saw the error message they said as it was over 60 days old they couldn't return to their supplier so there was nothing they could do.
re DullGrey comment Lloyds should know from my transaction history that I don't do the sort of thing you suggest some people may do as this is the first claim since I've had the card - possibly 10 years or so!!

The shop is either lying to you or unknowingly breaking the law, they cannot refuse it after 60 days - go back and quote the law at them - they MUST fix it or replace it BY LAW - after 30 (not 60) days you lose the right to an automatic refund but you can still demand a repair or a replacement, again BY LAW basically as long as is considered reasonable - and again, as above, inside 6 months the fault is automatically deemed to be with the purchase.

Do not let them fob you off, tell them per the CRA2015 you are legally entitled to a repair or replacement and if they refuse, you will take them to court. Keep a diary and note of everything starting today - photos of the error, when you spoke to the staff, what they told you etc.

Don't go down the S75 route just yet