Shark warranty asking for a receipt

in Consumer Rights
9 replies 442 views
jcbartlejcbartle Forumite
1 Post
MoneySaving Newbie
Hi all, 
I will try keep this short and sweet:

  1. March 2019 I bought a shark hoover from Tesco
  2. 2020 I purchased the extended warranty for this product direct through shark
  3. Feb 2021 my shark broke, they sent me a brand new replacement model.
  4. June 2021 - my shark is not functioning properly, I phoned customer services who claimed they need to see proof of purchase via a receipt. Shark stated this can be obtained in store at tesco, therefore visited Tesco- they can only obtain receipts up to 2 weeks old. Phoned Tesco customer services, they can not obtain receipts from that far back. In simplistic terms I can not get a receipt to prove I bought the original shark from Tesco even though shark themselves have sent me a brand new model in February.
Any advice would be much appreciated, must point out I am still at the same address as where the old model was sent too, nothing has changed.
Many thanks.

Replies

  • user1977user1977 Forumite
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    Do the terms of the warranty say you need to provide the receipt?
  • JHW1942JHW1942 Forumite
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    As above, if the warranty terms specifically ask for a retailer receipt then you're stuck.  Have you asked if they'll accept a credit card or bank statement instead?
  • SandtreeSandtree Forumite
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    Would you have used a club card for the purchase? They may hang onto data for longer than the retail store does.
  • JJ_EganJJ_Egan Forumite
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    Bought from Tesco who would have supplied a receipt . By any chance did you keep this with the original manual etc .
    As said up to Shark to decide anything on warranty terms .
    Warranty is not your Consumer Rights that is against the vendor .
  • edited 10 June at 4:14PM
    neilmclneilmcl Forumite
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    edited 10 June at 4:14PM
    JHW1942 said:
    As above, if the warranty terms specifically ask for a retailer receipt then you're stuck.  Have you asked if they'll accept a credit card or bank statement instead?
    Shark UK:

    "Should you need to use your manufacturer’s guarantee we will need your receipts to verify the information you have supplied to us is correct. The inability to produce valid receipts may invalidate your manufacturer’s guarantee."
  • Grumpy_chapGrumpy_chap Forumite
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    What happened to the original receipt from when the Shark was purchased in Tesco?
    It is reasonable that the manufacturer requires the receipt otherwise the warranty process would be too open to inaccurate claims.
  • edited 11 June at 10:58AM
    the_lunatic_is_in_my_headthe_lunatic_is_in_my_head Forumite
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    edited 11 June at 10:58AM
    It's worth noting that OP says they have purchased an extended warranty from Shark directly, if that's correct and money changed hands then they do have consumer rights against Shark. 

    Whether the term to have the original receipt is fair or not is debatable.  
  • visidigivisidigi Forumite
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    Apart from the correct advice above...how long is the extended warranty?
    March 2019 - March 2020 original warranty.
    March 2020 - March 2021 extended warranty?
    Item goes faulty in June 2021?
    Is that the correct timeline?
  • sherambersheramber Forumite
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    visidigi said:
    Apart from the correct advice above...how long is the extended warranty?
    March 2019 - March 2020 original warranty.
    March 2020 - March 2021 extended warranty?
    Item goes faulty in June 2021?
    Is that the correct timeline?
    Extended warranty is 4 years
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