Tesco Direct Laptop - Not The Correct Spec

doire_2

Hello,

My sister ordered a new laptop from Tesco Direct on friday.

It arrived yesterday and as she isnt really clued up on computers she asked me to transfer all her work from her old pc to her new laptop.

I also set up her wireless network and she was ready to go.

However she noticed that the spec given on the Tesco Direct website was not the same as the laptop she had recieved.

The difference being that the website had stated a 120Gb hard drive while the one she got was a 80 GB hard drive.

Everything else was fine.

We had both checked out the spec on the friday and i also noted it said the hard drive was 120gb

The laptop she bought is no longer on the tesoc website so they must have sold out of them.

I have just rang up TD and spoke to a "csutomer advisor" who didn't seem very bothered at all.

He offered a refund or an exchange for another laptop of similar price.

Being honest though, they aren't a match for the laptop my sister recieved.

What can Tesco do here? Can they at least offer some money off the price my sister paid?

It would seem a bit of a pain getting a refund espcially after transfering all her work and setting up the wireless network etc.

Thanks.

macchicken

They have 'mis-sold' this product.
Tell them what you want.
call up again tell them you want they lap-top specified for the price specified! Or a partial refund for the differance. If the operator cant/wont help you ask for their supervisor. Be firm but calm. If they try to mess you about ask for the head of customer services name because the BBC's Watchdog programme will need it.
Good luck

dmg24

macchicken wrote: »

They have 'mis-sold' this product.
Tell them what you want.
call up again tell them you want they lap-top specified for the price specified! Or a partial refund for the differance. If the operator cant/wont help you ask for their supervisor. Be firm but calm. If they try to mess you about ask for the head of customer services name because the BBC's Watchdog programme will need it.
Good luck

Watchdog will not be interested.

Tesco made a mistake, and have offered a refund or replacement. This is quite fair, and they do not have to do anything more.

It may be possible to get a partial refund, but this is entirely at their discretion (as they have offered to put you back to the position you were in had the contract not been formed), and it would be a gesture of goodwill. If you want to go down this route, I would find out how much it would cost to upgrade the spec (it won't be a great deal), and call them with this information. I think they will be more willing to go for this option if you have done your research first.

I wouldn't go threatening them with Watchdog. They hear it everyday from people that don't know what they are talking about, and rarely take the threat seriously.

Let us know how you get on x

Poppycat

I agree with DMG24 it was a mistake I am sure you could get a full refund, replacement perhaps a small good will gesture

Watchdog are only interested in big stories ie hundreds of customers get a item that was not what they ordered

doire_2

The fact is though all my sisters data is now on the laptop.

The other laptops on the Tesco site are not nearly as good as the one she has. The processor for instance is of a high standard.

In saying that there is 40Gb of Hard drive space less than what they advertised.

When you say "partial refund" what exactly do you mean? Tesco to throw a couple of quid off the price?

disco23

First check that the item purchased details the same spec for the same price both online and in the catalogue (as there is a disclaimer in the back few pages of the catalogue which a lot of customers do not read over.

It's more than likely a fault in which they have been aware of and this is why the advisor seemed disinterested (as taking calls the same all day can be a bit soul destroying!)

Advisors for Tesco have the authority to refund 10% of the value of the product back onto your payment card although like other companies are somewhat reluctant to do so. This goes for faulty products, damaged products etc also. Push for this, or even speak to an advisor about the troubles if this is not a sufficient amout as advisors can give you more of a gesture (only if they feel it is in the customer and the companies best interests). Do not be angry or aggresive as this will not get you closer to what you want.

Have a think over this and definately read the Terms and Conditions at the back of the catalogue. I dont know if it states anything about mis-picks (which it will go down to), but it does give you information about how to check the net for the most up to date pricing as catalogue is not 100% accurate as it was at the time of printing. This also covers them for any misprints in the catalogue when it was printed. I seem to remember a large electrical item priced at £1.97 ha ha.

I also believe that a laptop from Tesco will probably come in at about £300-£700 so even if you got £50 back from an advisor, you can pick up an external drive with much bigger capacity than 40Gb.

As stated previously by one of the posters who appears to be more than clued up on how these syetems work ;-) they are only legally obliged to offer you a refund for the product, but ask them if they are willing to put a gesture on it so that you can keep it. Where is the harm in that. If i were in their position i would be more than happy to do that. This saves them money in operator time, courier time and effort etc. Plus more important than not, keep you a happier customer for going out of their way not to inconvenience you more and keep your custom.

And remember, you have 28 days from the date you placed the order until you have to make a decision, so all the best.

I hope this helps somewhat.

doire_2

disco23 wrote: »

First check that the item purchased details the same spec for the same price both online and in the catalogue (as there is a disclaimer in the back few pages of the catalogue which a lot of customers do not read over.

It's more than likely a fault in which they have been aware of and this is why the advisor seemed disinterested (as taking calls the same all day can be a bit soul destroying!)

Advisors for Tesco have the authority to refund 10% of the value of the product back onto your payment card although like other companies are somewhat reluctant to do so. This goes for faulty products, damaged products etc also. Push for this, or even speak to an advisor about the troubles if this is not a sufficient amout as advisors can give you more of a gesture (only if they feel it is in the customer and the companies best interests). Do not be angry or aggresive as this will not get you closer to what you want.

Have a think over this and definately read the Terms and Conditions at the back of the catalogue. I dont know if it states anything about mis-picks (which it will go down to), but it does give you information about how to check the net for the most up to date pricing as catalogue is not 100% accurate as it was at the time of printing. This also covers them for any misprints in the catalogue when it was printed. I seem to remember a large electrical item priced at £1.97 ha ha.

I also believe that a laptop from Tesco will probably come in at about £300-£700 so even if you got £50 back from an advisor, you can pick up an external drive with much bigger capacity than 40Gb.

As stated previously by one of the posters who appears to be more than clued up on how these syetems work ;-) they are only legally obliged to offer you a refund for the product, but ask them if they are willing to put a gesture on it so that you can keep it. Where is the harm in that. If i were in their position i would be more than happy to do that. This saves them money in operator time, courier time and effort etc. Plus more important than not, keep you a happier customer for going out of their way not to inconvenience you more and keep your custom.

I hope this helps somewhat.

Great advice. Thanks for that disco23 :beer:

doire_2

Well i phoned tesco again.

She put me on hold to speak to the admin team.

She came back and told me that Acer (who make the laptop) sent Tesco the wrong spec.

She offered a refund but i said i have already setup my network and transfered data etc to the new laptop and ideally i want to keep it.

I asked for a goodwill gesture. She offered £20.

I said what about 10% which would be £34.

She said the most she can give is £25.

I accepted.

So a £350 laptop whith a excellent processer and 2gb RAM cost my sister only £290.

She works for Tescos and gets discount plus the Tesco goodwill gesture.

Result!!!

Thansk everyone for helping

disco23

As long as your happy with the outcome. They changed refunding format on Direct a while back due to fraud issues etc as this hit Tesco hard when Direct first started.

I still would have pushed for more and spoken to a supervisor. There is no harm in this in all fairness. I forgot the form format changed a few months ago although supervisors can still authorise up to the 10% if they feel it is necessary.

Glad to hear you are happy with the outcome though. With the money you have saved, you could even upspec, or better still you can save up for a rainy day.

All the best.