I bought a 32 inch lcd tv from a large supermarket chain in February this year.A the end of September it broke down so that no picture was visible.I contacted the customer service dept of the supermarket and explained that I had misplaced the reciept for the purchase but had a credit card statement showing that I made a purchase for over £600 0n the 11th Feb 2007.

I was told that as I didnt have the reciept of purchase I could only have a repair done and not a refund or exchange.This I reluctantly agreed to,I expected a quick repair but the set was away for over 2 weeks,2weeks after getting it back the same problem has happened again and I find myself without a TV again and another long wait for a repair.

I no longer want this set as I cant trust that it will be repaired satisfactorily,but I told that no refund or exchange is possible without a reciept even though I have the credit card statement.

Does anyone know where I stand legally with this situation?

I am no expert on this but I think you need to quote the sale of goods act and merchantable quality.
You have proven, by your credit card statement, that the purchase was made so a refund might be possible but I think there is a get out clause for retailers whereby they only have to offer a repair or replacement and not a cash refund.
If you get no satisfaction file an online application through the small claims courts procedure's.
Mel.

You might be able to get a refund from the credit card company: I found this on another website <i>If the goods or services were bought by credit card, credit card cheque, trading check or with credit arranged by the supplier and the value was below £100, the supplier is responsible. If the goods or services are valued between £100 and £30,000 both creditor and supplier are responsible (except in the case of a credit card cheque where only the supplier is responsible) if:-

* the credit was arranged by the shop or business when the goods or services were bought; and
* the credit agreement is regulated by the Consumer Credit Act 1974 (see under heading Being refused credit).

If the purchase was made using someone else’s credit card you cannot claim against the credit card company, even if the card holder said you could use the card.

If you are an additional card holder, but are not the person who signed the agreement to have the credit card, you may also not be able to claim against the credit card company. If you want to make a claim, you should make a joint claim with the person who signed the agreement for the credit card.</i>

Best wishes!

H&Y

As far as I understand it, you are required to produce a receipt or other proof of purchase, so they are not correct to refuse to accept your credit card statement. In fact, you can obtain a copy of the sales voucher from your card issuer - you may have to pay around a tenner, but it might be worth it if they refuse to play ball with the statement.

Personally, I would ring your local trading standards department and check it all out with them. I know you have a certain amount of time to reject goods, and this seems to be a "reasonable" amount of time dependent upon the goods. For instance, in your case, is it reasonable that a television costing over £600 has broken twice in 9 months? I think not - I feel that if you push it you will get something, ring your trading standards and then maybe contact the shop's head office or whatever they advise.

It wasn't Tesco was it? i had trouble with them over a DVD player that broke down a week after I had bought it. I was happy to exchange it for another one (that was actually more expensive) but they refused saying it is their policy to repair faulty items and not exchange them. I DID have a receipt and the box because I had only bought it the wek before. My reply to this was alomg the lines of "in that case I'll take a full refund and go elsewhere". it took a lot of shouting at customer services and quoting of the Sale of Goods Act but I got there in the end.

The moral: Never buy electricals from supermarkets no matter how cheap they are

I've twice taken small electricals (a microwave oven and a 14" TV/DVD combo) back to Tesco and they've refunded my no questions both times. (I had the receipt.)

The TV failed after three weeks and the microwave turned out not to be broken at all, it was a case of 'user error'

They just refunded me on the spot.

Thanks for the replies,yes it was Tesco,I didn,t state that as in the past posts have been deleted when putting company names.

I presume by the moderators/channel 4,so as not to upset advertisers,I now expect this post to be withdrawn.

It's very easy to mislay a till receipt that acts as a guarentee in this case.The TV was taken in again for repair today and I dont think I will see it for a fortnight.The repair people say they are very busy as not many repairers are now in business.Old style TV's were very reliable and cheap to replace so I guess thats why not many repairers exist now.

The new technology on these new LCD TV's doesn't seem that good.

I intend to take the issue to tesco head office.

Without the receipt, you could have bought the TV at any time. Many people try to take things back that are years old in the hope they will be replaced.

I think that it's fair that they are repairing your TV for free, though a shame it takes so long and didn't work. If the thing itself is faulty, then your credit card statement ought to be enough to take to the manufacturers to claim back your money or a new replacement.

Ary.

Tescos know which sort of tv's they stock and have stocked,its not as though I'm taking a random set back which I haven't bought from them.There is a transaction number on my credit card which I'm sure could be traced back to varify ny purchase and cross reference things against Tescos records but they dont want to do this.In this day and age of scanning,bar codes,computers ect ect its not rocket science to do this.If they are sanctioning repairs why not sanction an exchange.

I agree totally wayne. Your credit card statement is sufficient. They have already admitted that by virtue of sending it for repairs the first time round. They are now trying to wriggle out of their commitment as a retailer by insisting that it be sent for repair again. It makes no difference what kind of proof of purchase you have when it comes to something working or not working.

I suppose this time you will just have to see if the problem recurrs when you get it back. They are basically trying it on.

So far as repairers go - it's the other way around. Old style TVs were reliable but they weren't cheap to replace - hence there were repairers all over the place (for other electrical goods too). They are now not so reliable but they ARE cheap to replace. When we talk reliable we often think differently these days - 20/30 years ago and more people used to keep things for 10, 15, 20 years and maybe have to have repairs a few times over that lifetime. Now, everyone wants an upgrade so that they aren't behind the times - they are not made with lasting in mind.

If you go in to the store that you bought the TV from, they can trace your actual receipt on their system, using your credit card transaction amount, card number and the date the the transaction took place. I know this as they did this for me.

As the goods are faulty then you are entitled to a full refund. Say that you want a refund in line with your rights under the Sale of Goods Act 1979.

Hi all, I know this is an old thread but i had to reply.
I had the exact problem, I bought a 26" LCD from Tesco for £269 in september and on thursday night it just died on me.
I hunted everywhere and didn't have the receipt, all i had was the credit card statement (which i thought would be fine until i read this thread).
So my wife phoned Tesco prepared for the worse and they couldn't have been any nicer.
She told them the situation and the manager then said he would search the system and print a copy of the receipt.
3 hours later he phoned saying that he had a copy of the receipt and it was at the front desk.(It wasn't even the store i bought the tv from)
I brought the tv in and got a full refund, no questions asked.
I would defo use Tesco again, they where amazing dealing with my problem.

Either Tesco have (finally) got their act together OR this is a different company called Tesco to the one i worked in. I took a part-time evening job at a Tesco during 2004 and their attitude and apathy towards customers was appaling. If i had been spoken to like some customers were i would never set foot in the place again.