Faulty Mobile

Ziggy_Stardust

I bought a samsung mobile from Tesco in August 2010, I ordered it from Tesco Direct via their desk in my local supermarket. Christmas 2011 the handset developed two faults, the microphone stopped working and after a Firmware update (which I got from the Samsung website) the handset kept switching off when going into sleep mode.

I called Tesco and told them of the problem and they asked me to return it, the microphone was repaired but it still had the switching off problem, I informed Tesco who told me to return it again. Yet again it was returned with the same problem. I called Tesco using the advice from here http://www.moneysavingexpert.com/shopping/consumer-rights-wallet-print, quoting the sale of goods act and offering to take the handset to the place where I bought it to prove the fault. I was told to take it up with Samsung as they offered a two year guarantee and Tesco Mobile only offered one. I told them that my contract is with them and not Samsung and they should sort it, I asked for a manager and was told there was no-one there, I got nowhere with them.

I then emailed the Tesco CEO knowing it would be passed down to the right manager who emailed me and told me she would be passing it someone else, I replied that I would like someone to take 'ownership' of this problem but I was ignored. The next day I got a call from the "Tesco Escalation Team" who told me a different tale to what I was told from the last guy and said I had no rights and to take it up with Samsung.

Reluctantly I took it up with Samsung and the handset has still come back not working. I've called Samsung again today who've told me to return it. From speaking to a Customer Adviser I can only guess that the repair centre is not reading the fault problem properly (they both use the same repair centre). I really have lost all confidence with Tesco and possibly Samsung, I just want my money back now so I can go elsewhere, can I do this? I had initially asked Tesco for a replacement but they said no. Samsung give a two year guarantee so I would say it comes under the last a reasonable length of time issue of the Sales of Goods act.

Any advice, please as I'm at the end of my tether?

Edit to add:
The handset cost £259.97, there was a clubcard double up bonus on so I paid £125 in clubcard vouchers and £9.97 on my Amex.

Techhead_2

If you wish to quote the Sale of Goods act to them, then you must realize that the onus is on you to prove the handset is inherently faulty.

Personally, I would find the Samsung warranty an easier and more effective route to a resolution.

Ziggy_Stardust

Yes I offered to take it to the store where I bought it where a staff member could have verified the fault. Will stick with Samsung and never buy Tesco Mobile again.

Forwandert

Ziggy_Stardust wrote: »

Yes I offered to take it to the store where I bought it where a staff member could have verified the fault. Will stick with Samsung and never buy Tesco Mobile again.

Not sure how a Tesco staff member verifying a fault is going to help anyone at Samsung fix a phone and to prove an inherent fault you would need a report not just to show an sales assistant the problem at the customer service desk at Tesco luckily they haven't asked for one.

Most phone retailers will send the phones off to the manufacturers to be repaired as they will have all possible software to get the phone working again. By contacting the manufacturer you are removing a step from getting your problem resolved which should speed things up. If they can't fix it they will probably replace with a new phone or refurb so you will be in the same position as before you started having problems.

Techhead_2

Ziggy_Stardust wrote: »

Yes I offered to take it to the store where I bought it where a staff member could have verified the fault. Will stick with Samsung and never buy Tesco Mobile again.

No that isn't sufficient. You have to prove that the fault is inherent and not one that has developed due to wear and tear, misuse etc