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UK Only.
Right, the first thing is that a retailer can not direct you to the manufacturer rather than take responsibility for any problems. The contract, on buying the product, was with Waterstones - not Sony.
Secondly, ok you have lost the receipt but strictly speaking if you claim to have bought an item from a retailer then the courts will take your word for it. The onus is on the retailer to prove that the item was not sold by them.
If you are sure that you did not cause the problem, I would ring the customer service team at Waterstones head office and speak to a manager. Mention your rights but be reasonable and I am sure that they will resolve this for you. I have found high st stores to be very good in the past, and being pleasant but firm always has done the trick.
BTW, I am not a lawyer but have studied law for a while.
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