You could change the details of this letter and try it. I have used it and worked great for me.
Good luck
Dear Mr X
I purchased an Xbox 360 games console from your store in December 2006, as a Christmas present for my family. On 24th January 2008 the DVD drive on the console started to make grinding and clicking noises and refused to read any discs at all.
I contacted your store on 25th January to ask what remedial action [your store] were prepared to take as, in my opinion, the console had broken down within an unreasonable timescale, ie just over 1 year after the date of purchase. I spoke to 2 different people in the store, a female and a male, who told me he was acting as manager in your absence. Both told me that your store has a 1-year warranty policy and as such, were not prepared to do anything about this. Even after quoting the Sale of Goods Act to both staff members they refused to help me and, when asked, the male member of staff was reluctant to give me contact details for you unless I first told him what the contents of this letter were going to be. I take it that you make all staff fully aware of the buyerâs rights under the Sale of Goods Act and that your store fully conforms to the Act.
Iâm sure I do not need to remind you that, under the Sale of Goods Act (1979) (Amended), the seller (you) has responsibility to the buyer (me) for up to SIX YEARS after the date of sale of goods and the goods remain your responsibility during that time. In this case, the console has developed a fault, a well documented and common fault by all accounts, within 13 months of purchase. I believe that it is not reasonable to expect an item costing around £300 to have developed this particular fault within this timescale and, as my contract is with you, the retailer, and not the manufacturer, I fully expect the console to be repaired or replaced at no inconvenience to myself.
In the best interests of all concerned, I would expect this matter will be brought to a swift and agreeable conclusion. However, if [your store] continues to take the stance that it will refuse to do anything to sort this out, I will have no option but to instigate legal proceedings in order to get the matter resolved. I will also have no option but to report this matter to my local Trading Standards as you are trading illegally under the terms of the Sale of Goods Act. But Iâm sure that neither of these options will be necessary.
I would expect to hear from you within 14 days of receipt of this letter.
Yours sincerely