Returning Phone to Tesco's

Evilweavil

Hi,
Am hoping i can get some advice on what seems to be a rather silly situation.

I recently bought a Samsung Tocco Lite from the Tesco Extra Store in Durham. I bought 25/05/2010 around 5pm. Bare with me its a been a long day as you can see.

Upon opening the phone i found that the touch screen was appalling i had to press really hard to get any response. I mistakenly thought that the phone was just rubbish.
So i returned to the store for a refund. At the till i was asked if it was faulty i said no its just really rubbish. They point blnak refused to refund because the box was open and pointed me to a sign behind her that said all tags etc had to be present. What it should say is 'If you open the phone no refund will be given'. I sated they were i hadn;t made any phone calls/txts etc its not registered. I was advised no refund and i should phone Samsung. I phoned Tesco customer care who phoned the stoire with the same result.

So i phoned Samsung to complain about the rubbish phone. They said it was definately faulty and to return to the store. Got a reference number from Samsung.

I contacted customer services again as its 15 miles to the Tesco Store i bought it at. They contacted the shop the Phone shop Manager phoned me and said fine bring it in for a refund. So i set off for the store.

While on my way the Manager rang back ands spoke to my Girlfriend and stated in fact i couldn;t get a refund they would send the phone off to be fixed even though it was less than 24 hours old. My girlfreind asked that surely i have a right as a consumer to return faulty products. To which he replied no he has no rights we will fix it. (I think this was because i tried to return it when i was under the impression the phone was just rubbish and not actually broke).

I still went into the store to which i was told that they don't care if Samsung its broken. I asked if Tesco knew that Samsung were provided rubbish phones that they then sell. The reply YES.

So heres where i am stuck:

1. Tesco admit that the phone is rubbish and won't refund it
2. They don't care if the manufactorer says its faulty
3. They will send it to be fixed by Tesco tech unit even though they won;t admit its broken
4. Their own central customer services don;t see what the problem is but can;t pull rank
5. I have no consumer rights.....:mad::mad:

What do i do now i have a broken or rubbish phone? I have a manufactoer that tells me to get a refund and a shop that tells me i can only have it fixed even if it isn't broken.

p.s the phone was £80 which isn;t a huge amount of Money but still...

Evilweavil

So after many more phone calls with Tesco store and customer help line. A friend told me to take it a high street phone shop and ask if i could compare it.

This i did. Explained it to them and they took the reference number from Samsung made a few calls and swapped it right there and then. I filled in some paperwork and job done! The asssitant also said that the repair tesco had in mind might void the manufacturers warranty. Not sure about that!

Boohoo at you Tesco.

Oh i recorded one of the conversations with Tesco i have a stroe member agreeing that Tesco don't really care about the quality of the products they sell or whether customers are actually happy about them. As long as they sell them. Addtionally admiting that they were wrong and that they did not give me the returns policy that is specific to Phones when i bought the product.

Some advice If buy something and change your mind - Says its faulty regardless, just incase it is.

robt_2

Whilst Tesco may have been in the wrong, they are under no obligation to give you a refund 'because something is rubbish'. You told them it was NOT faulty so they are under no obligation to do anything about that. If you contacted them again afterwards surely you can see that they will think you are trying it on and changing your story.

s0hn1

I bought a phone from Tesco and opened it to find it was not as good as I thought it was going to be. They happily gave me a refund. Try going back and hopefully there will be a different cs member of staff on the desk.

Guys_Dad

robt wrote: »

Whilst Tesco may have been in the wrong, they are under no obligation to give you a refund 'because something is rubbish'. You told them it was NOT faulty so they are under no obligation to do anything about that. If you contacted them again afterwards surely you can see that they will think you are trying it on and changing your story.

Was in Tesco yeaterday with OH. OH is contemplating a touch screen phone, but I was warning about the fact that long nails can impede some screens. We were looking to see if any were in test use as per CPW shops.

Looking at the mobiles in their phone sub-shop, a manager/assistant approached us and within a minute said "If you buy one of these touch screen phones and don't like it, you can bring it back within 28 days".

That seems pretty clear to me that using it is not a bar to returning it, though I would ask for that in writing now.

Fifer

robt wrote: »

Whilst Tesco may have been in the wrong, they are under no obligation to give you a refund 'because something is rubbish'.

Depends on your definition of rubbish. Under the SOGA, articles must be of reasonable quality and fit for purpose. I'd define rubbish as of poor quality or not fit for purpose.

robt_2

Fifer wrote: »

Depends on your definition of rubbish. Under the SOGA, articles must be of reasonable quality and fit for purpose. I'd define rubbish as of poor quality or not fit for purpose.

I agree. But if you go in and specifically state that it is NOT faulty you can see why they will think you are trying it on if you return later and say that it is. I didn't say they were in the right though.