Tesco Direct - Vent / Warning

rockmount

After booking the holiday of a lifetime in the Florida Keys, we decided to buy a Panasonic underwater camera, and found a suitable model on Tesco Direct. We made use of the Tesco "double up" points and used £41 doubled up to £82, and paid by debit card the remainder, £57. The camera duly arrived, and all seemed well ... until the holiday that is. On our second snorkel trip the camera let in water, and malfunctioned. No more under water photos, and videos to remember our wonderful family holiday .. the kids were very upset.

Immediately upon our return I contacted Tesco, expecting the helpful response with which I have become quite used to ... boy was I ever wrong.

I called the returns centre, and explained what had happened, and was instructed to forward a photo showing the damage (a mobile phone photo would suffice). The reply I received came as something of a shock "the camera has in our opinion been subjected to an impact" and was not subject to repair / replacement / or refund. I then supplied very detailed photographs (I am a keep amateur photographer), but was informed that their opinion had not changed, despite the camera being externally as new. After further phone calls, during which I felt I was being called a liar, they agreed to have the camera examined at my nearest Tesco Direct tech. centre.

The tech person examined the camera, and agreed that it was clear that no impact had occurred, and he called the returns centre to relay the information ... a long discussion ensued, and it was obvious the returns centre were reluctant to accept his assessment either.

Eventually the returns centre conceded, and said I could have a refund. I received an email to the effect that my card had been refunded the initial cash payment, but as I had availed of the "double up" on my points, I would only receive the half value. I would have much preferred a replacement of some sort, however this was not offered at any point.

So here I am, no camera, and really only holiday memories, as the camera let me down, and I have few photos. Now to add insult to injury ... the points refunded will not be available to use until August, three months after the camera was returned...

Thanks a lot Tesco, I'll be shopping elsewhere in future ..

hgotsparkle

TBH, you got your money back, plus your points (which is unusual as they generally say once they've been doubled they can't convert back) and it sounds as though the tech person in store was more than helpful. I don't really see what you've got to moan about.

ThumbRemote

rockmount wrote: »

We made use of the Tesco "double up" points and used £41 doubled up to £82

You only spent £41 of points, which Tesco have refunded. Therefore they've met their legal obligations by putting you back in the same position you were before the transaction.

It's unfortunate that the double up points was running then but isn't now - however, chances are they'll run it again at some point soon. If they refunded you £82 of points you'd then be able to double this again, so it's clear why they won't do so.

That doesn't excuse their poor customer service though!

rockmount

hgotsparkle wrote: »

TBH, you got your money back, plus your points (which is unusual as they generally say once they've been doubled they can't convert back) and it sounds as though the tech person in store was more than helpful. I don't really see what you've got to moan about.

I guess you didn't read the post, ARE only refunding single points, and, not for ANOTHER 3 MONTHS ... AUGUST 2014

ThumbRemote wrote: »

You only spent £41 of points, which Tesco have refunded. Therefore they've met their legal obligations by putting you back in the same position you were before the transaction.

It's unfortunate that the double up points was running then but isn't now - however, chances are they'll run it again at some point soon. If they refunded you £82 of points you'd then be able to double this again, so it's clear why they won't do so.

That doesn't excuse their poor customer service though!

I think it would have been reasonable to offer a replacement, and not treated me like a liar and tried their utmost to avoid ANY responsibility for a faulty product ... and as above, I will not receive my points refund until AUGUST 2014 ... 3, yes THREE months after the camera was returned.

Thanks for you responses

wealdroam

That's twice now that you have said they didn't offer a replacement.

It appears that you didn't actually ask for a replacement, as if you had then you would be telling us that "they refused a replacement".

Why didn't you ask for a replacement if that was what you wanted?

rockmount

wealdroam wrote: »

That's twice now that you have said they didn't offer a replacement.

It appears that you didn't actually ask for a replacement, as if you had then you would be telling us that "they refused a replacement".

Why didn't you ask for a replacement if that was what you wanted?

Because it took just about all I had to convince them that I was not the cause of the camera malfunction, and to be honest I was relieved when they told me I could have a refund ... I hoped to be able to buy a replacement. It was only later when I learned the terms of the refund, that I would not be in a position to replace it. Perhaps I am being a little harsh, and should just have tossed the damn thing in the bin, and forgot about it ...

PS. does everyone here work for Tesco ? or how would you have dealt with this defective product, I would love to know ..

mije1983

rockmount wrote: »

PS. does everyone here work for Tesco ?

I wondered how long it would take to get this................

If you wanted a replacement you should have asked. Of course, they could have well said no, but maybe they (incorrectly) thought that as you bought it for a holiday that had been and gone, you would prefer a refund.

P.S. I don't work for Tesco.

rockmount

mije1983 wrote: »

I wondered how long it would take to get this................

If you wanted a replacement you should have asked. Of course, they could have well said no, but maybe they (incorrectly) thought that as you bought it for a holiday that had been and gone, you would prefer a refund.

P.S. I don't work for Tesco.

Do you think I was treated fairly ?

And I don't know how they would have known I bought it for a holiday .. did you tell them ? :T

I didn't come on here looking for sympathy, I was treated badly, and wanted to share. If it helps anyone to decide whether or not to shop with Tesco Direct (yes another google hit) ... then job done.

Tesco Direct customer service complaints

mije1983

rockmount wrote: »

And I don't know how they would have known I bought it for a holiday

When you said in the OP 'I called the returns centre, and explained what had happened', I took that literally to mean you had explained what had happened (ie, on your snorkel trip on holiday, the camera let in water).

Also due to the fact you said here you had no underwater photos and how upset your kids were, I assumed that as you thought it was relevant to put here, you would have also mentioned it to Tesco.

hgotsparkle

rockmount wrote: »

I guess you didn't read the post, ARE only refunding single points, and, not for ANOTHER 3 MONTHS ... AUGUST 2014

I think it would have been reasonable to offer a replacement, and not treated me like a liar and tried their utmost to avoid ANY responsibility for a faulty product ... and as above, I will not receive my points refund until AUGUST 2014 ... 3, yes THREE months after the camera was returned.

Thanks for you responses

Why on earth would you expect them to refund you the doubled up points? They're free. Point is, you're getting back everything you spent on the camera so have essentially lost no money.


And as above, had you of asked for a replacement then they may have given you one but if I had purchased something with a fault, I wouldn't want it to be replaced in case of a bad batch, just the money back.


Seeing as it takes around 3 months for points to accumulate for double up/ redemption promotions (as points are collected quarterly) then its hardly surprising that its going to take 3 months to get the points back as the new lot of points have now just been issued which means you have to wait until the next quarter.


I really don't see your case in this.

rockmount

hgotsparmonths_571690 wrote:

Why on earth would you expect them to refund you the doubled up points? They're free. Point is, you're getting back everything you spent on the camera so have essentially lost no money.


And as above, had you of asked for a replacement then they may have given you one but if I had purchased something with a fault, I wouldn't want it to be replaced in case of a bad batch, just the money back.


Seeing as it takes around 3 months for points to accumulate for double up/ redemption promotions (as points are collected quarterly) then its hardly surprising that its going to take 3 months to get the points back as the new lot of points have now just been issued which means you have to wait until the next quarter.


I really don't see your case in this.

Aah got you, 3 months for a refund, and the Spanish Inquisition to get it is perfect reasonable ? I will re-calibrate my customer satisfaction indices accordingly...

:rotfl: