Return faulty laptop to Tesco, or Acer?

charlytune

Hi,

I collected an Acer Aspire 5750G from Tesco on Monday, ordered on the Friday online from Tesco Direct. By yesterday the screen was showing pink horizontal lines intermittently, when they came up the screen froze.

I found my email receipt from Tesco, it gave a telephone number to report a faulty electronic item. I went through the options on this & it transferred me to Acer. They advised me to do a factory restore, and ring back if it didn't work. I followed this, but the problem was still there, so I rang back. They have emailed me a return label & told me to return it to them via UPS. They advised me I need to wrap the laptop in bubble wrap, which is a bit odd as it didn't come in bubble wrap, just secure cardboard packaging.

I'm a bit concerned now as I've heard horror stories about returning things this way & then the manufacturer turning around & saying it was damaged my the customer, and charging for repairs. We paid £580 for the laptop on my boyfriend's credit card - this is a massive purchase for us.

Can I just take it back to the Tesco store I collected from, even though I've now dealt directly with Acer & they have given advice & logged the fault?

Many thanks

Charlotte

unholyangel

Yes.

Or alternatively, take pictures of the laptop - undamaged - prior to bubble wrapping it and then again once it has been packaged.

wealdroam

charlytune wrote: »

Can I just take it back to the Tesco store I collected from, even though I've now dealt directly with Acer & they have given advice & logged the fault?

I really think this question is best asked of Tesco, don't you?

Generally, the seller is responsible for the quality of your purchase, but as you seem to be getting the right answers from the manufacturer, you need to choose.

ThumbRemote

Just take it back to Tesco. Your contract is with them. So soon after purchase you should be entitled to a full refund, or a replacement.

There's no reason for you to be inconveniences or take any risk onto yourself. It's Tesco's problem.

charlytune

wealdroam wrote: »

I really think this question is best asked of Tesco, don't you?

Generally, the seller is responsible for the quality of your purchase, but as you seem to be getting the right answers from the manufacturer, you need to choose.

Trouble is the Tesco telephone number just puts you through to the manufacturer, I kind of want to know what I'm talking about if I'm going to box it up & get the bus back to the store I collected from. Whatever I do i think I will film the screen fault, and photograph the laptop before I return it.

unholyangel

charlytune wrote: »

I kind of want to know what I'm talking about if I'm going to box it up & get the bus back to the store I collected from.

http://www.moneysavingexpert.com/shopping/consumer-rights-wallet-print?utm_source=forum&utm_medium=clicks&utm_campaign=resourcebar



Ultimately, under the SoGA, you can reject an item outright within a "reasonable" time. I would say without a doubt, you are still within a reasonable time. If you reject outright, you can demand a full refund.

After a reasonable time has passed, you can request a repair/replacement/refund but the retailer can refuse if your choice is disproportionately costly in comparison to another remedy. And any refund they offer may be reduced to take into account use you have had.

Its always better to go in and be nice and polite though as retailers can get awkward if you don't. Tesco are usually pretty good for their customer services, have you tried their general customer service number and either asked them what they can offer as a remedy or whether they can transfer your call to your local store?

charlytune

unholyangel wrote: »

have you tried their general customer service number and either asked them what they can offer as a remedy or whether they can transfer your call to your local store?

Wahey! I rang the general number and explained I'd been put through to the manufacturer but didn't want to return it to them, I wanted to deal with Tesco, and there was no problem, he immediately offered an exchange - at my home! So I will have a replacement laptop delivered by Monday! I I honestly can't believe it was so hassle free - I guess they try & divert as many people as possible to the manufacturer via the tel number they put on the receipt, but if you get through to them directly they know they have to deal with it. To be honest I have never had a satisfactory experience returning stuff to Tesco, but I guess you get better service on the telephone with a trained adviser when its a high value purchase than you do returning a dodgy packet of cheese to store!

Thanks very much everyone - I'm glad I posted in here before deciding what to do :j