Tesco Mobile - should I be compensated?

horsepills

So... I ordered a Nokia Lumia 820 from Tesco Mobile on a pay monthly contract with Orange.

After a couple of days I decided the phone wasn't for me, so I contacted Tesco and asked to return the phone within the 7 days "cooling off" period. I was advised that I couldn't return it myself, but City Link would collect it. Fine, I'd have to take a day off work but could live with that.

Took the day off work last week and sat in the front room by the door all day - no collection came. I called Tesco mobile - they apologised and said they'd arrange another collection. I asked if this could be at the weekend as I'd been inconvenienced - answer was no. Great, I thought - another day off work.

So today I did the same - sat in waiting for the collection. Around 3pm I looked out the window to see the City Link driver pull up outside the house, look a bit lost, and drive off. I opened the door to try to get his attention but he'd gone.

Called Tesco Mobile and explained. They checked the system, and told me that City Link have recorded a failed collection. i.e. the driver knocked on the door & got no reply. I explained that this was false, as he hadn't even got out of his van, hence my phone call. They contacted City Link, who got in touch with the driver, and said he would come back in his van.

He never did. I called Tesco Mobile again at 6.30pm, and this time asked to put in a complaint to a manager. I was put through to a team leader, and explained that I have now taken two days off work & made around 6 phone calls to Tesco. He apologised and said he'd call City Link tomorrow to find out why the driver didn't return, and investigate whether or not I can return the phone myself using Special Delivery (in which case, I'd be compensated for the cost of postage).

My question is, if this were you would you expect or ask for any further compensation? I've wasted two days' holiday (so far) and the phone is still here! Not only that, but I've just received my first bill from Orange. Tesco say it will be refunded but I need a phone, and am reluctant to take another contract out until this one is cancelled.

Grr!

Del_Astra

I can see your point, you have used 2 days annual leave for nothing. Ok so 1 you would have needed to take, the other, you could claim was due to the couirers error. I doubt you will get any sort of compo, maybe some tesco vouchers as good will gesture. If you don't ask you won't get, but I seriously doubt they will entertain this. Good Luck and I'm sure you will let us know if you do get anything out of them.

Buzby

You mat get a voucher purely as a goodwill gesture, but whilst it is a paid, the clock to return the goods is still ticking. It would have been cheaper for you to return the phone by Special Delivery and take no time off work! You've nothing to lose by asking, but there is nothing as a 'right' you can insist upon. (They could have collected it from your work!).

Fifer

Buzby wrote: »

(They could have collected it from your work!).

Many workplaces don't allow personal deliveries or collections. Mine doesn't.

horsepills

Fifer wrote: »

Many workplaces don't allow personal deliveries or collections. Mine doesn't.

Mine certainly don't. I work in a huge building with over 2,000 others and my office is a good 10 min walk from goods in/collections.

horsepills

Buzby wrote: »

You mat get a voucher purely as a goodwill gesture, but whilst it is a paid, the clock to return the goods is still ticking.

You mean with regards to the cooling off period? I'm well outside the 7 days now, but Tesco have confirmed that my return request was within that 7 days, and is logged on their system. I've just received my first bill from Orange too (even though I didn't even open the sim), but Tesco assure me that once the cancellation goes through, the contract will end and I'll be refunded......:whistle:

I did want to post it back myself right at the start but they wouldn't let me!

Buzby

So they are somehow at fault because of your workplace rules? None of this would increase any goodwill gesture, and the game is to seek to minimise your inconvenience wherever possible. The longer it takes to go back, the greater the risk that your DSR right expires and you are stuck with it.

Fifer

Buzby wrote: »

So they are somehow at fault because of your workplace rules? None of this would increase any goodwill gesture, and the game is to seek to minimise your inconvenience wherever possible. The longer it takes to go back, the greater the risk that your DSR right expires and you are stuck with it.

The OP was initially advised by Tesco that they couldn't return it themselves, that CityLink would have to collect it. CityLink failed to do so twice. In what way do you consider the OP to be at faults?

Buzby

The DSR does not make this distinction. If the goods are not returned in time, you are stuffed.

A cynic might say that's the way they engineered it - but the responsibility for return remains with the customer, it cannot be argued the merchant failed to collect it.

horsepills

Buzby wrote: »

A cynic might say that's the way they engineered it - but the responsibility for return remains with the customer, it cannot be argued the merchant failed to collect it.

Hang on a minute - the phone came with no returns note or paperwork. I asked if I could send it back and was told no. Are you suggesting I should have just ignored their standard procedure for a collection and just posted it back to any address I can find on their website?

flashg67

Buzby wrote: »

The DSR does not make this distinction. If the goods are not returned in time, you are stuffed.

A cynic might say that's the way they engineered it - but the responsibility for return remains with the customer, it cannot be argued the merchant failed to collect it.

Well how else is it supposed to be returned - They won't allow it to be posted back and their appointed courier has failed to collect it twice. I don't think anyone (except you?) could argue that the OP hasn't given them fair chance to collect the goods?