Tesco broke my phone

born_again

marcia_ said:

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. 

Bang goes good customer service 🤷‍♀️

GadgetGuru

marcia_ said:

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

And then lying about it afterwards!

savergrant

A bit late to the party but it strikes me that there was an issue before you took the phone in as you hadn't been able to extract the old sim yourself. I would guess it depends on what level of consent was given for someone who is presumably sales staff to start using tools to extract a stuck sim tray.

Tescocomplaint

savergrant said:

A bit late to the party but it strikes me that there was an issue before you took the phone in as you hadn't been able to extract the old sim yourself. I would guess it depends on what level of consent was given for someone who is presumably sales staff to start using tools to extract a stuck sim tray.

Tesco staff inserted the SIM that I then couldn't remove.

MarvinDay

born_again said: 

Bang goes good customer service 🤷‍♀️

If you consider that damaging a customer's property then lying about it afterwards is good customer service, I dread to think what you would consider to be poor customer service.

savergrant

Tescocomplaint said:

savergrant said:

A bit late to the party but it strikes me that there was an issue before you took the phone in as you hadn't been able to extract the old sim yourself. I would guess it depends on what level of consent was given for someone who is presumably sales staff to start using tools to extract a stuck sim tray.

Tesco staff inserted the SIM that I then couldn't remove.

Presumably they inserted it correctly and it worked until you decided to change sim?
It's probably beyond my capabilities but someone else might find it useful to know what model phone it is and what happened when you tried to take it out.

RefluentBeans

What resolution are you seeking? 

I’m also confused about the return to the store. You asked them to put the sim in the tray - they did (and presumably the phone worked, indicating successful installation). You then couldn’t eject the tray, and so went back. They used a screwdriver and chipped the tray. Were they able to remove the sim tray, or is it still jammed in? 

What are Tesco saying is damaged by you? The chipped sim tray or the jammed tray? 

Tescocomplaint

savergrant said:

Tescocomplaint said:

savergrant said:

A bit late to the party but it strikes me that there was an issue before you took the phone in as you hadn't been able to extract the old sim yourself. I would guess it depends on what level of consent was given for someone who is presumably sales staff to start using tools to extract a stuck sim tray.

Tesco staff inserted the SIM that I then couldn't remove.

Presumably they inserted it correctly and it worked until you decided to change sim?
It's probably beyond my capabilities but someone else might find it useful to know what model phone it is and what happened when you tried to take it out.

The SIM tray wouldn't release. A Motorola G13

Tescocomplaint

RefluentBeans said:

What resolution are you seeking? 

I’m also confused about the return to the store. You asked them to put the sim in the tray - they did (and presumably the phone worked, indicating successful installation). You then couldn’t eject the tray, and so went back. They used a screwdriver and chipped the tray. Were they able to remove the sim tray, or is it still jammed in? 

What are Tesco saying is damaged by you? The chipped sim tray or the jammed tray? 

They offered to send the phone in for repair with the jammed SIM tray. They refused the repair when they saw the chipped SIM tray. They are saying I bought in the phone chipped which makes no sense as they wouldn't have offered to repair it.

RefluentBeans

Tescocomplaint said:

RefluentBeans said:

What resolution are you seeking? 

I’m also confused about the return to the store. You asked them to put the sim in the tray - they did (and presumably the phone worked, indicating successful installation). You then couldn’t eject the tray, and so went back. They used a screwdriver and chipped the tray. Were they able to remove the sim tray, or is it still jammed in? 

What are Tesco saying is damaged by you? The chipped sim tray or the jammed tray? 

They offered to send the phone in for repair with the jammed SIM tray. They refused the repair when they saw the chipped SIM tray. They are saying I bought in the phone chipped which makes no sense as they wouldn't have offered to repair it.

Got you. 

I assume you haven’t got any photos of the device around the time of asking Tesco to eject the SIM tray? I think it’s unlikely that a CCTV camera will show the chip happening (but depends how big it is, I guess) - but most store CCTV is not super high def. It is the likelihood of possibilities - you attempting to eject it and chipping it at home; or the store employee coming with a screwdriver and chipping it. I guess it does depend on how the store employee reacted when they chipped it. 

Again, are you looking for it to be repaired now? From Googling, it does seem to be a not uncommon issue.