Returning a Blu ray DVD to Tescos

Santino66

Hello

First time poster!!

I bought a BLU RAY DVD from a Tescos Extra strore in the Bristol area on my Tescos clubcard in December. It was an xmas present for a relative - it turns out they don't have a Blu Ray DVD reader - only discovered once we'd opened the packaging and tried to play the DVD! When I went to return the DVD/exchange it for a normal style DVD, Tescos said they would not refund/exchange it as the packagaing had been opened!! They said it was because of copyright laws / company policy.

When I asked what would of happended if I'd of said the DVD was faulty the CS rep said he'd of swopped for another Blu Ray and taken that packaging off before I'd left the store!!

I'm really annoyed. I spend thousands with Tescos every year and I'm a share holder and I think the customer service has gone to shreads.

Does anyone know how I can get satisfaction this ? :mad:

dmg24

Tesco are within their rights to refuse to refund/ replace etc. I can't see how following company policy means they have poor customer service.

You could try ringing their central Customer Services Team, see if they are feeling generous today?

Santino66

Yep, I'll try that.

For me GOOD Customer Service is where a company policy is over-ruled if the customer in question spent THOUSANDS with them every year. I'd call it recognition of loyalty. I don't feel I'm trying to scam them or anything - it was a genuine mistake - I was hoping 'let the buyer beware' could be over ruled.

KILL_BILL

all the stores that sell dvds and games stipulate that if the shrink wrap is removed they will only replace it if it is found to be faulty

the fact that you brought the wrong dvd is not their problem and that you should have checked the suitability of the item with equipment that you already have

Santino66

Yep, a lesson learnt the hard way. Maybe I'll try and take to another Tesco store and tell them it's faulty. Or sell it on E-bay. ....etc.

nomoneytoday

Maybe spend £200 and buy a Blue Ray player and watch it yourself

System

Santino66 wrote: »

Yep, I'll try that.

For me GOOD Customer Service is where a company policy is over-ruled if the customer in question spent THOUSANDS with them every year.

why oh why do people think that just because they spend a lot of money with a retailer that somehow entitles them to a different set of rules ! the blue ray packaging is different your friend should have noticed this before removing the wrapping then it could have been returned.

Abbafan1972

But surely if you told them it was faulty they would just replace it with another Blu-ray Disc

My Dad inadvertently bought my Mom "Mamma Mia" on Blu-Ray. But he's 60 years old and doesn't even know what Blu-Ray is, never mind own a player. He just picked it up from what he thought was the DVD section.

Luckily it still had the wrapping on and he had the receipt, so went back to Asda and swapped it for the DVD.

Santino66

That is an elegant solution ;-) .... although right now the thought of spending the two hundred at the store I just visited does smart.

Santino66

... OK I WAS being a sneak to hope they'd forget to take the packaging off the replacement!! I think they should advise customers if the DVD is Blu Ray at the point of sale, it could avoid alot of potential disappointment as I guess it's not that common a standard yet. Although they usually forget to add on the bag recycling points so I guess the till software may not be that fancy.

Santino66

Is it so old-fashioned to think that about money spent? I guess so, I'm just another punter to them. It does say Blu ray on it at the top but like I say it was a genuine error. Like I said - a lesson learnt the hard way.