Tesco Guarantee Policy

Ronnie_5

I bought a digital camera from Tesco and assumed it was covered for 12 months.

However, it broke after 11 months and I tried to return it complete with receipt.

Tesco store manager told me he would not exchange it. Wrote to Terry Leahy and reply said that Tesco only guarantee for 28 days and then it is up to the manafacturer.

Is this legal. I was not told this at the time.

The red leaflets Tesco hand out do not seem to mention cameras.

Sooler

Ronnie wrote:

Is this legal. I was not told this at the time.

Probably, why not return it to the manufacturer under the manufacturers guarantee ?

tryingtosave_3

Have a look at Martin's article on consumer rights (if link doesn't work, search the site for consumer rights).

The article suggests that you're right, and Tesco should deal with the problem, not the manufacturer, and also has links to Trading Standards and Citizen's advice at the bottom.

It's worth noting that because it has been 11 months, they're probably not going to exchange it (or not instantly anyhow), but may offer to fix it / send it back to the manufacturers ... but the point seems to be that it should be them sorting it out, not you. Trading Standards can be quite helpful so might be worth getting in touch just for advice.

Hope this is useful!

penrhyn

T&Cs from Tesco.com, which I imagine are similar to in-store purchases.
Was it an expensive camera?

Faulty items

A product is considered “dead on arrival” (DOA) if it shows symptoms of hardware failure, preventing basic operation, upon its first use out of the box.

If you believe your product is DOA please call Tesco.com Technical support on 0870 161 55 66 within 7 days of the delivery date. Upon confirmation of the product being DOA you will then be offered the following options :

1. Replacement
A replacement product will be shipped to you at Tesco’s expense and details of how to return the DOA product will be provided.
2. Repair
You may have the product repaired, however once serviced, the product is no longer eligible for replacement.
3. Refund
A full refund will be given and details of how to return the product provided.

If the product is not deemed to be DOA, the manufacturer’s standard warranty will apply.

Every product carries a manufacturer’s warranty for a minimum of 12 months. Where a fault develops with the items more than 14 days after delivery we will arrange for the item to be repaired under the terms of the manufacturers warranty.

Where the manufacturer operates direct product support and warranty repair procedures, you must process the claim directly with the manufacturer, or the manufacturer’s third party agent, after being advised to do so by the Tesco Technical support team.

All returns for repair should be returned with proof of purchase. Failure to provide this proof may result in the repair becoming chargeable.

Repair turnaround time is dependant on the relevant manufacturer’s current workload. We will not accept any claims for losses due to a product’s downtime.

Service estimates for products not covered by the manufacturer’s warranty will be chargeable. An estimate will be e-mailed and a confirmation of acceptance is required within 10 days. Where such acceptance is not received, the product will be returned not repaired and a £30 service charge will be payable. The manufacturer may void the warranty and charge for the repair if in its opinion the fault has been caused by malicious or accidental damage or misuse.

All warranty repairs will be returned to the purchaser at the cost of Tesco.

tallica_2

i returned a printer to tesco that was faulty after about 10 mths, the guy made me drive home for the cables and the discs that came with it,as they wouldnt refund without. but i received a full refund in the end...dont see the difference to be honest its all electricals afterall

derrick

Ronnie wrote:

I bought a digital camera from Tesco and assumed it was covered for 12 months.

However, it broke after 11 months and I tried to return it complete with receipt.

Tesco store manager told me he would not exchange it. Wrote to Terry Leahy and reply said that Tesco only guarantee for 28 days and then it is up to the manafacturer.

Is this legal. I was not told this at the time.

The red leaflets Tesco hand out do not seem to mention cameras.

Your contract is withTesco not the manufacturer,their terms and conditions cannot overule the law,Sale of Goods Act. Products must be Fit for purpose, as described and of merchantable quality. Take it back and give them hell.

photome

Tescos MUST sort it ! as others have posted, your contract is with them not the manufacturer.

I HATE TESCOS

moonrakerz

Write back to Mr Leahy (send it recorded delivery) and refer to The Sale Of Goods Act 1979 (as amended). It is also NOT your responsibility to return defective items to where you bought them.
Therefore you should request that a full refund (or replacement) be given along with reasonable compensation for nugatory visit to your Tesco store, telephone calls and production/posting of the letters.
Say that you will await their instructions regarding disposal of the defective item.

Give them 14 days to respond. In that time go to Trading Standards, tell them the story, they will advise you further. They may even take the case on for you.

I did this with Lidl after my daughter got the brush off from them - got a full refund, an apology and £20 (on a £18.99 item) !

See: http://www.oft.gov.uk/Consumer/Your+Rights+When+Shopping/your+rights+buying+goods.htm

trickytrolleys

I had this with a tele i bought from them, luckily I knew exactly who was responsible and which laws applied, didnt stop them trying it on though - it was only when I wrote a letter back to HO basically saying they were talking crap and we both knew it did they give in, they sent me a full refund and never picked up the old set so that was probably the best ever BOGOF deal Ive had from tescos!! LOL