Faulty watch strap - Samual's refusing repair

niallmoran

Hi Everybody

I bought a Fossil watch from H Samuel online in August for my other half and the strap has broken. I took it into our local branch who are refusing to send it away for repair unless i can produce the original Fossil guarantee card which we no longer have. I still have the original purchase receipt.

My question is, can a retailer refuse to repair/replace faulty goods if you don't have the guarantee card even though i have a receipt? Samuel's are claiming it's Fossil's policy not theirs but as i bought the watch from Samuel's i think it's up to them to sort it out.

As the shop were unhelpful (in the extreme!) i've also spoken to customer services who have basically told me the same. When i said i wasn't happy she said she'd check it out further and phone me back - needless to say she didn't :rolleyes:.

Any advice would be gratefully received!

Cheers
Niall

D_e_n_i_s_e

some H Samuels stores are 'open plan', for instance ours is in an indoor shopping centre and does not have an entrance door the store is itself a part of a towncentre pathway etc.

now there was this guy who really used it to his advantage last week, he was in a simillar situation as you - faulty product. he absolutely screamed the house down, telling H.Samuels how lousy they are etc, and everybody in the town centre could see and here what was going on as they walked past the store. needless to say the staff were bright red and were asking the cust to 'calm down and reiteratting lets decide what we could do for you' was what i heard as i walked past!

niallmoran

hehe - if only i had the balls to do that

computersaysdoh

niallmoran wrote: »

Hi Everybody

I bought a Fossil watch from H Samuel online in August for my other half and the strap has broken. I took it into our local branch who are refusing to send it away for repair unless i can produce the original Fossil guarantee card which we no longer have. I still have the original purchase receipt.

My question is, can a retailer refuse to repair/replace faulty goods if you don't have the guarantee card even though i have a receipt? Samuel's are claiming it's Fossil's policy not theirs but as i bought the watch from Samuel's i think it's up to them to sort it out.

As the shop were unhelpful (in the extreme!) i've also spoken to customer services who have basically told me the same. When i said i wasn't happy she said she'd check it out further and phone me back - needless to say she didn't :rolleyes:.

Any advice would be gratefully received!

Cheers
Niall

Your contract when you bought this is with the retailer, not the manufacturer.
Under the sale of goods act 1984, if you return this within 6 months as fawlty, they have to prove there is not a fault. You need your receipt with this, not the guarantee card.

niallmoran

That's exactly the info i need computer - many thanks!

firespire

Contact your local Trading Standards/Consumer Direct for advice.

The Fossil website
http://www.fossil.co.uk/main.asp?pagename=Guarantee/Repairs&showpage=uk_en_guarantees_repairs.asp
says they accept with the receipt which you have OR the stamped booklet.

computersaysdoh

niallmoran wrote: »

hehe - if only i had the balls to do that

computersayyes thanks for feedback, and good luck.

niallmoran

cheers Fire - that's even better

rawk

For others who might read this thread one day, you don't even need the receipt - you need 'proof of purchase', so if you paid by credit card a statement with the amount on it is good enough.

http://www.dti.gov.uk/consumers/fact-sheets/page38311.html

various other official places state the same, but it boils down to:

Q7. Do I have to produce a receipt to claim my rights?
No. In fact the trader doesn't have to give you a receipt in the first place so it would be unfair to say that you had to produce one. However, it might not be unreasonable for the shop to want some proof of purchase, so look to see if you have a cheque stub, bank statement, credit card slip etc., and this should be sufficient.

niallmoran

all good stuff guys! To be honest, i was really taken aback by Samuel's today - i've never ever been asked for a guarantee or warranty card when taking something faulty back and as i had the receipt i felt confident that they'd at least repair the watch free of charge. Needless to say, it will be the last item i will ever buy from Samuel's!

Cheers
Niall

deanos

Yes they are talking out of there arsenal , you dont need the warranty card at all, just your proof of purchace is fine.