Help with faulty product

[Ryang94]

Hi Guys,

My girlfriend bought a New E cig in September 17 and it had all been fine till around Christmas and she noticed that some of the small screws were coming loose so she tightened them up numerous times, last week the e cig packed in and stopped working.

I told her to take it back so she did and she told me he turned her away because she didn't have a receipt. And even if she did the damage is her own fault for letting the screws get loose.

1. as far as i have read she does not need a receipt she just needs a proof of purchase of which we have... her bank statement showing the payment.

2. how can they blame the screws becoming loose on her? surely this is a manufacturing defect? i have had my e cig for over a year and a half and my screws have not budged a millimetre.

Any help regarding laws i should look into would be beneficial.

[SebastienClement]

I presume the value of this eCig was substantial, and not any of the usual <£50 affairs?

[mph999]

http://www.legislation.gov.uk/ukpga/2015/15/conten...

There is no legal obligation to give a receipt on purchase. Therefore they cannot demand you have one, however proof of purchase e.g. bank statement would be required.

I doubt the screws contributed to the failure, they are trying it on.

I'd print out the above, go back and try again.

[Dr Mike Oxgreen]

When taking the failed device back, you shouldn’t have mentioned the loose screws that you tightened up yourself. That gives them an excuse to imply (as they have) that you broke it or were negligent, which I’m sure you didn’t and weren’t.

It would have been far better to simply state that it has stopped working.

[Burwood]

Sadly, some companies will try anything to dodge their responsibility. Charge back on card would be my go to tactic, works every time.