Problem with Tesco

0rsen

My son-in-law bought a Lexmark 4443/108 printer from Tesco in Peterborough. For some time, now, the printer has been leaking ink, but Tesco refuse to have anything to do with the problem, telling him that he must contact Lexmark. There is no attempt at customer service.
Surely, Tesco, as the retailer, is responsible for repairing or replacing the printer? Incidentally, it has a 3 year warranty.
Any advice as to how to proceed would be welcome.
Thanks.
0rsen.

no1catman

Have you spoken to Lexmark? If it is a 3 yr warranty, it may well be that the latter part of that is via them.
If Tesco are advising you to get in touch with Lexmark - maybe they are right. They may give you authority (via a ref no) to return it to Tesco, or they may give you advise on how to correct the problem.
I don't understand what's so awful about contacting the manufacturer?

Azari

0rsen wrote: »

My son-in-law bought a Lexmark 4443/108 printer from Tesco in Peterborough. For some time, now, the printer has been leaking ink, but Tesco refuse to have anything to do with the problem, telling him that he must contact Lexmark. There is no attempt at customer service.
Surely, Tesco, as the retailer, is responsible for repairing or replacing the printer? Incidentally, it has a 3 year warranty.
Any advice as to how to proceed would be welcome.
Thanks.
0rsen.

The most important question is: How long ago was it purchased?

DCFC79

Usually the manf are pretty good at sorting out issues with they're products

0rsen

Just had a look at a thread on another forum, and it states quite clearly that the buyer's contract is with the vendor, not with the manufacturer. That seems to clear that up, so looks like a job for trading standards.
He has had the printer for ten months, now, but it has had the problem for some time. Just that Tesco have just been awkward about it, attempting to avoid their responsibilities.
The answer is, of course, not to buy electrical goods from a grocer.

DCFC79

0rsen wrote: »

Just had a look at a thread on another forum, and it states quite clearly that the buyer's contract is with the vendor, not with the manufacturer. That seems to clear that up, so looks like a job for trading standards.
He has had the printer for ten months, now, but it has had the problem for some time. Just that Tesco have just been awkward about it, attempting to avoid their responsibilities.
The answer is, of course, not to buy electrical goods from a grocer.

theres no problems with buying electrical items from a grocer, we have done it and not had any issues, we have a fridge and freezer(still going strong) boguht from iceland stores(got discount, first job) and bought various items like irons, kettles, toasters and all work for a numebr of years, ok so they needed replacing but not till after 3 or 4 years

yes your contract is with tesco but its easier for customer to go direct to lexmark

why get ts involved

Little_Miss_Lexi

if it was me, I would bypass tesco and go straight to lexmark. You're more than likely to get it fixed that way rather than going through tesco!

vyle

Two options

Option one: contact lexmark and get it sorted out quickly.

Option two: Prove that the item is inherantly faulty, risking the financial burden of getting the item examined by an expert, and then have tesco send the item to lexmark (if you're successful) for it to be repaired.

Seems like a bit of a faff for a printer when it's still in warranty.

Let us not forget that when you're using the warranty, technically the retailer doesn't have to do anything about it. You're using that part of the service purchased from the manufacturer OR retailer, whoever is providing the warranty.

The seller's legal responsibility is NOT the warranty.

oldone_2

Question: which is easier.
a) Give it to Tesco for them to contact the manufacturer and get it repaired or
b) Contact Lexmark go to the post office or courier to send it to them, and then wait in to receive it when it is repaired.

The whole point of buying small electrical items from a supermarket is convience.
If you wanted the hassle of b) above, you could purchase on the internet a great deal cheaper.

DCFC79

oldone wrote: »

Question: which is easier.
a) Give it to Tesco for them to contact the manufacturer and get it repaired or
b) Contact Lexmark go to the post office or courier to send it to them, and then wait in to receive it when it is repaired.

The whole point of buying small electrical items from a supermarket is convience.
If you wanted the hassle of b) above, you could purchase on the internet a great deal cheaper.

i dont know how lexmark deal with faulty stuff, they may well send a new printer to customers address and the courier take the faulty 1 back to lexmark, i had a pc monitor that went faulty and the procedure was as ive described

0rsen

Many thanks for the input, and apologies for the delay in replying. Apparently, there was a problem with timing with regard to contacting Lexmark. However, this has finally been done, and a new printer was authorized by them from Tesco. One of the issues, by the way, was the total insouciance of Tesco. Their customer service skills leave plenty of room for improvement.