Customer rights on return?

jaymac_2

It seems that if a fault develops after a month or so the retailer can offer to have an item repaired rather than replace it. My OH took a faulty tv back to Argos yesterday but they wouldn't replace it, now we have to wait for the repairman.

soolin

I recently returned a faulty x box to Tesco and had a real fight. I knew that as it was a couple of months old I couldn't insist on a refund and I warned my son they might want to repair it, as they were entitled to do. However they totally refused to do anything quoting terms and conditions not visible anywhere in store about electrical items needing to go to the manufacturer.

To cut a long story short I quoted my rights to a repair or a replacement and ended up talking to the manager. He phoned the X box people who confirmed they could repair it (probably a laser problem but not 100% sure) and they insisted that was all I needed to do. I stuck to my guns, said I was happy for a repair but expected them to arrange it and get the courier to collect it etc as I was not going to take days off work waiting for collection and redelivery.

After about 2 hours (no kidding) I was given a replacement but warned it was only as a goodwill gesture.

My tip would be to actually read what their conditions say as they don't know themselves. You are entitled to a repair, but nowhere on their terms and conditions does it say you need to arrange that yourself, so you can insist they take the machine back and arrange the repair themselves.

Soo

Chuffy

Under Sale of Goods Act, contract is between you and seller, not manufacturer. It's the seller's legal responsibility to arrange the repair, not yours.

Sharra

I recently bought one of the bargain tescos dvd players and it died very quickly - I took it back and just asked for a refund instead of a replacement 'as i had decided not to trust such cheap dvd players again'. They gave me money back no hassle.
I did think with tescos you get a year warranty tho?

soolin

Sharra wrote:

.
I did think with tescos you get a year warranty tho?

With my Xbox they never argued that I didn't have a years warranty, the argument was based on whether Tesco needed to arrange a repair, or I did. I insisted on my rights to return my item to the retailer I bought it from and to get them to arrange for a repair.

There was just no way I was prepared to wait in for a courier to collect the X Box, then wait in on another day for the courier to return it again...I had enough of that with a faulty ipod that I spent days waiting in for.

Soo

hammy_the_hammer

tesco's are obliged to organise the repair in your scenario

jools61

I bought a Panasonic DVD recorder from Tesco recently. After a month it wouldn't play, even though we'd hardly used it. I rang the Tesco Electrical Helpline and told them it was faulty. Before I could ask advice, they insisted that I give them my name, address, the details from my receipt including the store location and the model number and everything else possible. All I wanted to know was whether to return it to my local store, but I had to undergo something of an interrogation process to prove I had bought one before they would even give me any advice.

But returning it to the store seemed to be the last thing they wanted me to do. I then had to give them the symptoms of what was wrong with it. There then followed instructions over the phone of what to do to fix the fault. This meant I had to mess around with the scart leads at the back of the tv/dvd and "solve the problem myself" whilst being told what to do over the phone. This did solve the problem though, as it turned out that the scart lead supplied with the DVD recorder was faulty. They then agreed to send me a new scart lead, which they said would arrive in a few days.

That was over a month ago and I'm still waiting for the scart lead! I've rang them again to tell them I havn't received it, but on reflection it would have been a lot easier to just take it into the store and complain, without the hassle of their electrical helpline.

goggins1977

A friend of mine bough a sat nav system from tesco last december it has now stopped working,she cant find the receipt,but she paid for it with credit card so she has the trasaction on a statement ,only tesco have told her there is nothing they can do without proof or purchase...is there anything she can do ??????