Aviod like the plague Tesco Mobile Nightmare!- Please help?

BJV

I hope that I have posted this is the right place but I need some help please.

I changed by mobile phone in June and for the first time went with Tescos. I got a Samsung Galaxy 4. All ok for first two weeks then 3 days later it started to play up.

By this I mean that it would randomly lose network connection. Tescos have it lodged that I called just outside the 14days cooling off period to ask for help and that there was an issue.

Their support team told me that I had to search in my setting and re-select their network. This continued and continued.

Some times it would cut off for days.

Fast forward to Saturday. I went for a walk with the kids and the dog in a country park about 40 mins away from where we live. We had a problem with the car my fault ( left the lights on) and it would not start. I could not call the AA as my phone was down again. It would allow emergency calls but nothing else. Did not want to call the police so we walked one and half hours home in the rain.

Went into Tescos yet again ( we have visited their phone shop on five separate occasions to complain. We have called customer services six times and tech support many times - do not have an exact number ). They said it must be the sim so changed my sim. Saturday it was the same, Sunday even worse and yesterday I was in the middle of talking to someone went it lost the network again!

I called customer services again to ask about rejecting the phone. In short they said tough, I either pay £485 to cancel the contract or I am stuck with it.

So in short I have a phone which they are aware is faulty, they are aware of the number of times I have complained and when but I am in a contract which they say I must pay to break.

Just hoping that you can help? Surely there has to be a fit for purpose, i.e being able to make calls.

Extra info, last night they told me that they had been aware of network issues in my area but had not informed me. My OH is on the same network and has no issues.

I can not afford £485 this close to Christmas and also even if I could why should I pay when they are in breach by not providing me with the service I am paying for.

They keep hiding behind the you are in a contract but that must mean that if I keep up my side i.e pay for the phone they must equally not break their side.

If I am being silly tell me but just feel it is really unfair. I would never of signed up and got the phone if I knew these where the problems I would face also have to say gutted at Tesco's reaction.

schrodie

I'm not an expert but it seems your phone is not fit for purpose so I think you can reject it. I'd be inclined to telephone Citizens Advice Consumer Advice on 08454 04 05 06 but first I'd telephone Tescos back threatening them with the Ombudsman Here if they don't put things right asap.

BJV

Thanks I will call them now

amistupid

We've had a nightmare with Tesco's mobile phones. The OH has had a contact with them for ages, in June she was entitled to a free phone upgrade and got an HTC one X, within three months the phone was faulty.

After numerous phone calls to their technical and complaints dept, we were sent a jiffy bag to return it. Two weeks later another call established that the phone was beyond repair, a manufacturing fault, but they were waiting for parts to repair another faulty phone which they would send us as a replacement.

I was not satisfied with being offered a secondhand phone and demanded a new one. After many further calls, the agreed, as they had no new HTC one X's, to replace her phone with a Samsung Galaxy 3, which by all accounts is an inferior product.

Sick of the hassle and now being without her phone for almost a month, she agreed to accept the Samsung.

A week ago, we were told it would be here within two days, it's still not arrived. We got back onto them today and was told that their entire system was down and they could not trace what was happening with our replacement.

During the process I emailed the CEO stating how appauling their customer services were, but just got a standard reply saying that the matter would be redirected to the complainants dept.

To put it mildly they are a shower of !!!!.

BJV

amistupid wrote: »

We've had a nightmare with Tesco's mobile phones. The OH has had a contact with them for ages, in June she was entitled to a free phone upgrade and got an HTC one X, within three months the phone was faulty.

After numerous phone calls to their technical and complaints dept, we were sent a jiffy bag to return it. Two weeks later another call established that the phone was beyond repair, a manufacturing fault, but they were waiting for parts to repair another faulty phone which they would send us as a replacement.

I was not satisfied with being offered a secondhand phone and demanded a new one. After many further calls, the agreed, as they had no new HTC one X's, to replace her phone with a Samsung Galaxy 3, which by all accounts is an inferior product.

Sick of the hassles and now being without her phone for almost a month, she agreed to accept the Samsung.

A week ago, we were told it would be here within two days, it's still not arrived. We got back onto them today and was told that their entire system was down and they could not trace what was happening with our replacement.

During the process I emailed the CEO stating how appauling their customer services were, but just got a standard reply saying that the matter would be redirected to the complainants dept.

To put it mildly they are a shower of !!!!.

Thanks. Sorry you have being have a tough time but I almost feel better knowing that it is not just me.

Just have to say not the service that you would expect from Tesco.

Seems like every little helps ? Well unless its a mobile and then you are stuffed!

amistupid

BJV wrote: »

Thanks. Sorry you have being have a tough time but I almost feel better knowing that it is not just me.

Just have to say not the service that you would expect from Tesco.

Seems like every little helps ? Well unless its a mobile and then you are stuffed!

There are numerous complaints about them on the internet, as I type I'm onto them now threatening to take things much higher.

I have just been assured that the new phone will be with us within two days, I'll not hold my breath.

BJV

I use mine not only for work but for home as well. Not being able to make a call is not only affecting work but in my mind a safety issue. I am out at all hours with the dog and my OH always insists that I take my phone. But there is no point as it never works.

Just can not believe that they can get away with it.

Strange there always seems to be so many posts from people who work for Tesco's offering promos etc shame they can not offer advice when there is a problem.

Good to know that they are there to help when you need it!!!!

BJV

They seem to hide behind the contract bit so much. so they expect us to keep our side but do not give a monkey about theirs! Just stinks!

BJV

amistupid wrote: »

There are numerous complaints about them on the internet, as I type I'm onto them now threatening to take things much higher.

I have just been assured that the new phone will be with us within two days, I'll not hold my breath.

Let me guess 10 mins on hold to be told that they are doing all they can !

NFH

Where goods are supplied in conjunction with a service (as is the case here), the relevant legislation is Section 11N of the Supply of Goods and Services Act 1982 which obliges the supplier (not the manufacturer) to repair or replace defective goods free of charge if they develop a defect within a reasonable time after their supply. Because you are within the first six months since the goods were supplied to you, the onus under Section 11M(3) is on Tesco to prove that the defect did not arise from misuse or accidental damage etc. Write to Tesco and demand a repair or replacement, otherwise you will arrange one yourself and claim back the cost from them in the Small Claims track of the County Court.

BJV

Thank you.

Just got off the phone to Tescos'. 4 days outside the cooling off period ( 14 days ) this started. Apparently they can not confirm how many times I have been into store to ask for help But can confirm the number of calls.

There final offer now is to offer to repair the phone. I have given them 6 separate occasions to sort the phone out and nothing. Don't want it don't trust it. The phone itself is completely undamaged. Not even a scratch.

They have said that we are now at "deadlock" and that they will write to me within 5 days to let me know how to refer the matter to the telecoms ombudsman.

Absolutely fuming. All they keep saying is that if the phone does not work what good is it to them and asking for £485.00. If it will not work what good is it to me! Over 12 attempts and they can still not get it right.

I am not a mobile phone technician. I switch it on and it works or in my case it does not.





Absolutely Disgusted!