Tesco broke my phone

Tescocomplaint

I wonder if anyone can advise please.

I bought a phone from Tesco and at the time of purchase asked them to insert the SIM card. Last Friday, I couldn't release the SIM so went to the store and asked them to assist.

The staff member used a screwdriver to try and release the SIM and chipped it. He said they would send the phone in for repair but the system kept crashing. He said bring it back the next day

I brought the phone back and they said it's damaged. They couldn't repair it. I explained what happened and they phoned the member of staff who damaged it who denied they broke it.

I spoke to the phone shop manager who said although there is CCTV evidence of a screwdriver being used on the phone, it was brought in broken.

I emailed the office of the CEO who have carried out an investigation and the manager has now denied there is CCTV evidence of a screwdriver being used. There will be no further investigation.

Any idea what I should do now?

user1977

A subject access request for the cctv of your visit may be a good start.

Tescocomplaint

user1977 said:

A subject access request for the cctv of your visit may be a good start.

I have the form to make a request. Thanks 

Mark_d

So you bought a phone & SIM card as Tesco and they inserted the SIM card at this time.  When was this?

Why were you trying to release the SIM last Friday?  If you had bought a new SIM, surely the shop would take the old SIM out and put the new one in during the same job.

Sometimes it can help to use a small screwdriver to remove a SIM card.  If you could prove that a screwdriver was used, it wouldn't prove that the phone shop did anything wrong.

Can you describe in detail was is broken about the phone?

Tescocomplaint

The phone was bought on 24 March. It was a new phone, bought outright and an old SIM was inserted.

I updated to a new PAYG and wanted to insert the new SIM but the old SIM was jammed in the phone.

The staff member chipped a chunk out of the SIM tray with the screwdriver.

Alderbank

Tescocomplaint said:

The staff member chipped a chunk out of the SIM tray with the screwdriver.

What is the phone?

Loads of SIM trays for different phones on Amazon, typically about £5

Aylesbury_Duck

If it's just the SIM tray that's chipped, find a replacement on eBay or similar.  It will probably be a much faster solution than jumping through SAR hoops and arguing with Tesco.  If it works, ask them to give you a voucher to cover at least the cost of the SIM tray.

Tescocomplaint

It's impossible to remove the SIM tray. That's why he was using a screwdriver.

Aylesbury_Duck

Ah, I see.  In which case, if Tesco have closed the matter down, you're looking at speaking to your card provider (if you paid by card) or taking Tesco to small claims court with any evidence you have.

Bradden

Please be careful with blaming the staff member.. they probably shouldn't have tried to remove your sim but I would expect they were just trying to help you as you were struggling.  Should you pursue the matter they will probably face disciplinary action for damaging customer property.

marcia_

Bradden said:

Please be careful with blaming the staff member.. they probably shouldn't have tried to remove your sim but I would expect they were just trying to help you as you were struggling.  Should you pursue the matter they will probably face disciplinary action for damaging customer property.

 And so they should face such action if going beyond their role and using unauthorised tools.