Faulty item - who has to deal with it?

helencalla

I bought a printer from Tesco on 9th July this year, had to take it back as it was faulty. Got a new one, all was well until I tried to use it yesterday. Now no power getting to machine so I ring Tesco helpline get put through to Canon they say take it back to exchange it. Tesco's however say its past the 28 day guarantee so I have to send it to Canon, at my own expense (this thing weighs a tonne). Is this right or do Tesco's have to sort it out? I'd be glad of any advice please.

pcombo

Im sure you could use SOGA to claim at tesco, Since they are required to check fault before 6 months.

I could be wrong sure some will make it there point to tell me.

MackemPunk

helencalla wrote: »

I bought a printer from Tesco on 9th July this year, had to take it back as it was faulty. Got a new one, all was well until I tried to use it yesterday. Now no power getting to machine so I ring Tesco helpline get put through to Canon they say take it back to exchange it. Tesco's however say its past the 28 day guarantee so I have to send it to Canon, at my own expense (this thing weighs a tonne). Is this right or do Tesco's have to sort it out? I'd be glad of any advice please.

Tesco, it's within the first 6 month so they have to prove it's not defective, take it instore and deal with it there

NoSatisfaction

Your contract is with Tesco. Take the printer back to Tesco and tell them that it is their responsibility as your contract is with them not Canon. Insist that they send it to Canon.

Never a problem with Tesco returns myself and I would suggest taking it to the store and calling the Tesco customer services desk from there if you don't get any further.

Alternatively tell them that you will send it back and charge them cost of postage, packaging and time taken to post and pack it.

helencalla

Thanks for the replies.

I spent nearly an hour in store today, the advisor tried it with different power leads etc but could get nothing to work. Apparently their protocol is to ring through to their own electrical helpline which he did and was then put through to Canon. They are the ones that told him I have to post it to them. I asked to speak to a manager, who told me that there's nothing they can do they have to follow the guidelines and instructions given by the helpline.

The_Pedant

Either they have a problem with staff training, or that manager doesn't know everything they should!
He should know full well that any faulty item bought is the responsibility of the seller. Section 48B(2) of the Sale of Goods Act 1979 clearly states that if a repair or refund is required the the seller must:

(a)
repair or, as the case may be, replace the goods within a reasonable time but without causing significant inconvenience to the buyer;
(b) bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).

So, if they're asking YOU to send it at your expense, then I'd stick to your guns & point them in the direction of their legal obligations.

Zandoni

Plus, speak to the actual store manager not a department one.

Flyboy152

Zandoni wrote: »

Plus, speak to the actual store manager not a department one.

This often as pointless as speaking to the floor cleaner, as they probably have as little understanding of their obligations as the department manager.

moonrakerz

Ask the manager for his name as you will need one for the County Court Summons !

Zandoni

Flyboy152 wrote: »

This often as pointless as speaking to the floor cleaner, as they probably have as little understanding of their obligations as the department manager.

It is never pointless speaking to the store manager, he/she has the power to make decisions, department managers have to follow the company line.