Tesco TV Purchase

tony6403

I bought a TV with built in DVD player from Tesco.
It developed a serious fault after 8 months .
I took it back to the Tesco branch where I bought it . They would not accept it and told me to ring a helpline . After, at some length , expressing my displeasure at having to do this I was left with no choice but to comply.
So I rang the number given to me ( 4p per minute ) and was told to take 3 photographs of the TV screen showing the fault and to email them to an address provided.
I did this and waited for a response . In the absence of a response I rang again and was told to package the TV and that it will be collected on 1st September. The collection will be made between 9.00am to 6.00pm .
I will therefore be tied down on that day.
It will then take up to 10 days to repair or replace.
I asked what the procedure is for people who don't have a digital camera and an online PC.
The answer , wait for it , take it back to the shop.
Needless to say I will not be heading for Tesco the next time I want to buy an electrical product .

no1catman

The store wouldn't accept the TV return - unless you had followed the procedure within the handbook/guarrantee - i.e. if dissatisfied up to 28 days return to store, if after that time ring the Electrical helpline. The point being, to save you and the store time, the helpline may have been able to guide you to sort out the problem with the TV. If they can't sort the problem, they will give you a reference no., on receipt of which the Store will accept the TV back.

gordikin

tony6403 wrote: »

I bought a TV with built in DVD player from Tesco.
It developed a serious fault after 8 months .
I took it back to the Tesco branch where I bought it . They would not accept it and told me to ring a helpline . After, at some length , expressing my displeasure at having to do this I was left with no choice but to comply.
So I rang the number given to me ( 4p per minute ) and was told to take 3 photographs of the TV screen showing the fault and to email them to an address provided.
I did this and waited for a response . In the absence of a response I rang again and was told to package the TV and that it will be collected on 1st September. The collection will be made between 9.00am to 6.00pm .
I will therefore be tied down on that day.
It will then take up to 10 days to repair or replace.
I asked what the procedure is for people who don't have a digital camera and an online PC.
The answer , wait for it , take it back to the shop.
Needless to say I will not be heading for Tesco the next time I want to buy an electrical product .

So was it collected today? 14 mins to midnight!

tony6403

no1catman wrote: »

The store wouldn't accept the TV return - unless you had followed the procedure within the handbook/guarrantee - i.e. if dissatisfied up to 28 days return to store, if after that time ring the Electrical helpline. The point being, to save you and the store time, the helpline may have been able to guide you to sort out the problem with the TV. If they can't sort the problem, they will give you a reference no., on receipt of which the Store will accept the TV back.

To save me time????
I drove to the branch and parked, waited in a queue signed "customer returns" , after waiting 20 mins. I was told to go to a different customer service point just for electrical goods ,where I was then told that they would not accept the TV.
I then drove home and rang the number given to me.
I then had to switch the defective TV on , photograph it three times turn on my PC and email the photos.
Nothing happened until I rang again and was told to package the TV for collection. This took about an hour before I could find suitable packaging and cobble it together.
The "appointment" for the collection was from 9.00am to 6.00pm. The collection was made at 2.30pm . Five and one half hours waiting when I could have been out doing other things.
I expect that the return will be a similar arrangement and so , potentially , that day could be a nine hour wait.
Therefore, the total waiting time for returning the TV could be as much as 17 hours.
This could hardly be said to be saving me time.