Faulty TV query

Sasstasstik

Hello all,

I purchased a Toshiba 32" TV from Tesco Direct in July 2017. In October it started giving problems i.e. turning itself on and off. After fiddling with various settings etc. it seemed to settle down. Now for the past 48 hours it does not turn at all. Tried different sockets, changed batteries in remote etc to no avail. According to Tesco Direct, they wont refund or replace the TV because "it doesnt apply to that particular model". This cant be right??
Have just checked their website refunds page; there is no mention of a policy pertaining to "certain products". Can I demand/insist therefore on a refund?

DCFC79

Sasstasstik wrote: »

Hello all,

I purchased a Toshiba 32" TV from Tesco Direct in July 2017. In October it started giving problems i.e. turning itself on and off. After fiddling with various settings etc. it seemed to settle down. Now for the past 48 hours it does not turn at all. Tried different sockets, changed batteries in remote etc to no avail. According to Tesco Direct, they wont refund or replace the TV because "it doesnt apply to that particular model". This cant be right??
Have just checked their website refunds page; there is no mention of a policy pertaining to "certain products". Can I demand/insist therefore on a refund?

What does that mean "it doesn't apply to that particular model", ask them to explain what they mean.

Was it bought from Tesco themselves or another seller eg like the Amazon marketplace sellers.

LABMAN

They may repair it.

Sasstasstik

They insist that it cant be refunded because of the particular model of TV which sounds ridiculous after thinking about it. According to Tesco Direct own website guidelines for faulty products "...From 30 days after receipt of the goods until 12 months, we will arrange for a repair or replacement of the goods and, if this does not work, a refund.
So according to this, they should offer a repair, a replacement or a refund. They insist on a repair, nothing else. But how do i know the same thing wont happen again?.

bris

Sasstasstik wrote: »

They insist that it cant be refunded because of the particular model of TV which sounds ridiculous after thinking about it. According to Tesco Direct own website guidelines for faulty products "...From 30 days after receipt of the goods until 12 months, we will arrange for a repair or replacement of the goods and, if this does not work, a refund.
So according to this, they should offer a repair, a replacement or a refund. They insist on a repair, nothing else. But how do i know the same thing wont happen again?.

They can indeed choose to repair, it's a perfectly reasonable solution in the eyes of the law, they choose at this stage, you don't.

shaun_from_Africa

Sasstasstik wrote: »

They insist on a repair, nothing else. But how do i know the same thing wont happen again?.

If they repair and it goes faulty again then you do have the right to reject it and get a refund.
If this happens within 6 months from purchase then you are entitled to a full refund and after this, Tesco are entitled to make a deduction from the refund to cover the time that you've had good use of the TV.
It's unlikely that they will do this but it's worth bearing it in mind should the need to ask for a refund occurs.

Sasstasstik

UPDATE: Contacted Tesco Direct again and had it out with them. They admitted that I had been misinformed about what should/shouldnt happen re: returns policy etc. The decision is, after sticking to my point i.e. their refunds policy does not indicate anywhere that a refund is limited to certain TVs etc, I have been given a refund which kicks in after their courier picks up the TV tomorrow. Yes! - a victory for the consumer who speaks up for what is right!

George_Michael

Sasstasstik wrote: »

I have been given a refund which kicks in after their courier picks up the TV tomorrow. Yes! - a victory for the consumer who speaks up for what is right!

Even though they are refunding, you had no legal right to insist on this and as far as your legal rights go, Tesco were abiding by these by saying that they would repair the TV.

MAEM

I stumbled upon your post while looking for an answer to my own query, I also got a 32" Toshiba from Tesco which was faulty, the fault was immediately obvious and after getting a replacement (which was also faulty) returned the TV 2 days ago for a refund as I wasn't going to take a third chance on this make/model!


I took the tv into the Tesco store and gave the staff member my receipt - her till/computer wasn't working so she moved to another one, she told me to put my card in the machine and said that's your refund done, nothing showed up on the card reader and she didn't give me a refund receipt or my original receipt back which now has me slightly worried as my refund hasn't gone into my account, I realise this might take a few days to appear though I'm just wondering should I be concerned that I didn't get a refund receipt?

George_Michael

Why not give your card company a call and ask if there are any pending transactions on your account.
They should be able to see straight away if any refund has been made.

MAEM

Thanks I've just called them, they said there is nothing showing but to give it a couple of days and check back, will just have to wait it out I guess.