Tesco - how are they getting away with

furndire

having a notice only 30 days, and then you have to deal with the manufacturer notices. I have tried to search for any mention of this on this forum, but can't find anything.

For an example, my sil bought a freeview hard drive recorder. It stopped working within 30 days, but when when she took it back she was told if it had failed after the 30 days, she would have to contact the manufacturer. Surely thats not right. In actual fact the not very nice customer services woman said they had now reduced take back period to 21 days.

My sil got her money back, as they didn't have another, but for a start they were saying she would have to have a replacement.

What's happening here???? I know they are a law unto themselves, but is what they are doing legally correct.

Freddie_Snowbits

No, in the first 6 months, it is the supplier, Crapco, who are responsible.

unholyangel

First port of call should always be the retailer as it is them who you have a contract with.

Your statutory rights say if a item is faulty you can take it back and get a refund within "reasonable" amount of time.........it doesnt define what is reasonable however and would likely depend on the product and fault in question.

Within the first 6 months it is assumed the fault was inherent and it is up to the retailer to prove otherwise, after 6 months.....the onus is on the customer to prove the fault WAS inherent and has not been caused by misuse or wear and tear.

After "reasonable" time, you are still entitled to a remedy and can request a repair/replacement/refund however, the retailer can refuse the customers request if disproportionately costly and offer another means of remedy (repair instead of refund for example).

And always bear in mind that a refund can be partial and take into consideration use you have had of the item.

furndire

Thanks, for your replies, but my original point is that Tesco's are denying this and I can't understand how trading standards etc are not doing anything about it, so they are getting away with it, by passing on less savvy customers to manufacturers.

unholyangel

furndire wrote: »

Thanks, for your replies, but my original point is that Tesco's are denying this and I can't understand how trading standards etc are not doing anything about it, so they are getting away with it, by passing on less savvy customers to manufacturers.

What exactly does it state in their T&C's? Does it state you HAVE to return to the manufacturer? Or does it state that after that time period, items would need to be returned to the manufacturer (but not stipulate who by).

For instance are they generally worded that it could be accepted that they mean for themselves to do so but that previous to that, the customer can return to tesco and get a on the spot refund (although these refunds over and above your statutory rights are usually always at the store/manager discretion).

cardinalbiggles

furndire wrote: »

Thanks, for your replies, but my original point is that Tesco's are denying this and I can't understand how trading standards etc are not doing anything about it, so they are getting away with it, by passing on less savvy customers to manufacturers.

How do you know trading standards are doing nothing about it?

I have never had any problems returning goods to Tesco, perhaps its just a localised incident.

unholyangel

cardinalbiggles wrote: »

How do you know trading standards are doing nothing about it?

I have never had any problems returning goods to Tesco, perhaps its just a localised incident.

Thanks That was my purpose of asking what the T&C's say, to see whether it is company policy or whether maybe someone has just misunderstood and given wrong advice.

neilmcl

And does it, like many other companies, state that their T&Cs do no effect your statutory rights. In which case Tesco are not getting away with anything.

Karrie2129

After 28 days you should contact Tesco Electrical Helpdesk who will arrange a suitable course of action (refund, repair, replace etc) so you would still deal with Tesco just not in store.

moonrakerz

Freddie_Snowbits wrote: »

No, in the first 6 months, it is the supplier, Crapco, who are responsible.

I get a little bit concerned when I see this "information" put on this site.

The Sale of Goods Act does indeed state that this is the case - however just about everything you buy in the UK comes with a 12 month Guarantee from the retailer.
If everyone starts chasing up the manufacturer at the 7 month point, they are expending unnecessary time and effort AND throwing away a large part of their legal entitlements.

Just to reiterate that point, this is from the Tesco website:

"Tesco guarantees all its electrical products for one year. If your product develops a fault please call our helpline. If we cannot immediately resolve the issue over the phone, we will arrange a prompt repair. If a repair is not possible, a replacement or refund will be offered. Small domestic appliances or DIY products may be returned without calling the helpline first"
If Tesco give 12 month guarantee - THEY have to honour it.

The fault lies with the extremely poor training of the Tesco staff - and consumers who are fed incorrect information.

furndire

You could be right on the training Moonraker, but its been going on quite a long while now, and I've not seen it mentioned anywhere before.