laptop from tesco

kyral

I bought a an Acer laptop from Tesco which in that last day or two has developed a fault. A very abrupt customer services manager told me the problem was with Acer because they dont offer a warranty, only offer a 12 month guarantee that the manufacturer will repair it.
I told him that I wanted to deal with Tesco because thats who I bought it from and he told me to ring Acer as its not Tesco's problem and hung up!

What are my rights here? I thought within 12 months Tesco should sort the problem, maybe I am wrong?


sorry didnt see earlier post.....please ignore!

AJXX

kyral wrote: »

I bought a an Acer laptop from Tesco which in that last day or two has developed a fault.

Exactly when did you buy it? and what is the "fault"?

If within the last 6 months then Tesco should accept responsibility. If after 6 months then Tesco are still liable under SOGA, but it's more complicated as it falls on you to prove that the laptop was inherently faulty by way of an independent engineers report - which *you* will have to pay for and obtain initially.

A very abrupt customer services manager told me the problem was with Acer because they dont offer a warranty, only offer a 12 month guarantee that the manufacturer will repair it.
I told him that I wanted to deal with Tesco because thats who I bought it from and he told me to ring Acer as its not Tesco's problem and hung up!

Depending on the answer to my above question, if it's more than 6 months it probably would be easier to go via Acer. In fact if you're running into opposition from Tesco, it might just be easier to try and go through Acer regardless.

While Tesco are responsible under SOGA for up to 6 years, this is by no means an easy way of getting things done. Forcing Tesco to take action could mean anything from having to deal with managers up to legal threats - basically could take a long time to sort out and get them to action this under SOGA.

Is there a reason you'd prefer Tesco to deal with this rather than Acer?

Remember, if Tesco do deal with it then the remedy is UP TO THEM. This means they can repair, replace or refund, but you can not force them into an option. Likely they'll repair which just means they'll send it off to Acer themselves, only it'll take longer than if you just did this yourself.

What are my rights here? I thought within 12 months Tesco should sort the problem, maybe I am wrong?

See above. You're within your rights but before or after 6 months of purchase makes a big difference.

FYI: Not sure what you meant by "earlier post" but I'd already typed this out when I read that.

LilElvis

AJXX - I think the OP is referring to the other thread re laptop repair for a purchase made at Tesco.

philatio

Even if Tesco did sort it out for you it would involve you taking it/sending it to Tesco.. then they would send it to Acer.. who would fix and send it back to Tesco.. who would send it to you or get you to come and collect it.

OR

You could just contact Acer who will arrange for it to be picked up from you.. fix it.. and then send it back to you.

One of these is much simpler and less hassle than the other. Can you tell which ?