Tesco Direct (Lack of) Customer Service

SilverB_2

I guess I just need to rant but this also may be a warning for other prospective customers of Tesco.

I bought a washing machine from Tesco Direct in January 2011.

After 18 months it's started making a heck of a noise - loud metallic - you can hear it outside and across the street - definitely not good - sort of noise.

So I phoned Tesco Direct customer service.

Initially, I got the response, that in brief amounted to "it's out of guarantee, so nothing to do with us - here is the manufacturers phone number".

Needless to say, the manufacturer want to charge a callout fee etc. So it's back to Tesco quoting Sale of Goods Act.

This time it was: "we cannot deal with this by phone or email - you have to fill in a 'form'". Form is duly received, filled in and returned.

A week later, I chase this. This time an apology. I get told that they will call out an engineer.... Great! Except that they didn't...

Instead, they phone back ten minutes later to say there's nothing they can do because the machine is over 12 months old and they've written to me.

The letter arrives and while it acknowledges that the machine should last longer, there is nothing they can do. So "as a gesture of goodwill" they enclose a Tesco moneycard for about 35% the cost of the machine.

I've checked with a local repairers, none of whom take Tesco Moneycard (!), and they tell me that if it's the bearings, they won't repair it. But of course they'll charge a call-out fee to even determine that.

So I'm in a situation with a rapidly failing machine. I can either: 1. Buy a new machine (from Tesco) using the Moneycard as part payment or 2. Call out an engineer spending probably 50% the value of the card on the chance that he can repair it - if he cannot. I've just wasted that money.

This doesn't seem right. But in a further call with Tesco, they are adamant - the most they'll do, is replace the moneycard with a cheque. In their opinion, the amount they've offered is the value of a (now) 20 month old washing machine.

They are absolutely not interested in getting my machine working.

Perhaps all retailers have gone this way now... but the attitude of Tesco Direct means they've lost my business.

It seems that this is best that can be achieved out of our so-called best-in-Europe Sale of Good act.

I'd welcome any helpful comments.

no1catman

When you buy an expensive appliance - whether the bottom end or the top end, it's a personal choice whether to take up the usually offered extra warranty.
You may think what's the point when it'll probably last over ten years, and you'd be right - get a decent make check the reviews should last years - unfortunately law of averages they'll be some that don't!!
The moneycard is not to offer to a repairman - but to reduce your shopping expenditure - that you then use, for either the repair or a new one.
Of course the manufacturer would charge a call-out fee - why wouldn't they!? It's a business. But at least the engineer will know the machine, and is more likely to be able to get the required part quicker. Or they maybe a local domestic appliance engineer you could call - whose call-out fee maybe less.

Ectophile

I think they are being a bit mean, but not actually unreasonable.

The SoGA effectively gives the retailer the choice of:

1. Replacing the machine (not necessarily with a new one),
2. Fixing the machine, or
3. Paying you a refund.

Since the machine's not new, they don't have to refund the full purchase price. You've had about 1 1/2 year's use from it.

ThumbRemote

Ectophile wrote: »

I think they are being a bit mean, but not actually unreasonable.

In my view they are being unreasonable.

By law they don't have to do anything unless the problem is 'inherent'. This could mean the owner has to get a report to say the fault is inherent and not down to misuse. They haven't asked for this, they are trying to fob off the OP.

While they can offer a refund and make a deduction for the use you've had from the machine, that's not what they're offering. A SoGA refund would be in cash, not store vouchers. Also, 35% is very low for an 18 month old machine. I'd expect a washing machine to last at least 5 years, so would be looking for a refund of around 66%.