Camera and Tesco

Central · 17-04-2011, 15:31

Not to sure what rights I have so thought I would ask here before I contact Tesco again.

I bought a Samsung PL80 Digital Camera in October 2010 from a Tesco store and all has been ok.

I come to use it over the weekend and there is part of the LCD screen that's not working. I can only describe it like a ink blotch. I took it back to Tesco's today in the original box and with the receipt. When I got there I got told I could not return it even if its faulty as the USB cable was not there and nor was the instructions. (I had lost the instructions) the woman was right stuck up and when I questioned her on this she turned around to a colleague and said "When a faulty item comes back does it have to be as was sold" her colleague then said yes it does. I am 100% this is not right as I work in retail and if a product comes back faulty but not with all parts we still take it back.

Anyway I got told to call a 0845 number which i did and got through to someone who said tough basically and its accidental damage as i must of put pressure on it. I know for a fact I did not and told him this he then said if someone has an iPhone and if they push to hard on the screen it would crack the LCD.

Do I have any rights to get my camera sorted or is it not worth my time and effort?

Thanks for any help

17-04-2011, 15:38

Just quote sales of goods act and ask to see the manager. Goods must be of reasonable quality and last a reasonable amount of time they are talking out their bottom. Was it over £100? if so inform them you are prepared to take the company to court and demand their names as you will be contacting head office

I called trading standards about something like this and it does not even be in original packaging

Peter_ · 17-04-2011, 15:38

Take it to another store the largest one in your area and do not mention going to the other store.

Do as zing says as well.

Tesco Stores
Telephone 0800 505555, 9am to 6pm Monday to Saturday or email at customer.services@tesco.co.uk

If you email us, please try to include as much detail as you can regarding your enquiry so that we can help you as effectively as possible. Here are some examples of information to include (where applicable):
- your order number
- your phone number(s)
- your post-code
- specific product name and price (if you are dissatisfied with a particular product, for example)
- dates/times

Electricals
Telephone 0870 6076060 8am-11pm (7 days a week), or email us at electricals@tescohs.co.uk

Here is the CEO's email address as well.
The e-mail address you require is
philip.clarke@uk.tesco.com

**Chris** · 17-04-2011, 15:48

They may be pulling a fast one on you, but the date on your receipt is very important here.

If you bought the thing less than 6 months ago, they are obliged by law to treat it as if it was faulty from new, and to repair or replace it. If they want to claim that you broke it, they have to prove that you broke it, not simply say that's what they think happened and basically tell you to get lost.

Go back to the store, ask to see the duty manager and remind him of your rights under the Sale of Goods Act 1979.

Central · 17-04-2011, 15:55

Well it was bought on the 16th October 2010. Not to sure if that's within 6 months though as they may count there months as 28 days like there returns policy

Ben B · 17-04-2011, 15:55

When I've had to return mobile phones to Tesco, not sure if it is the same for cameras but they told me to ring the helpline who then sent a prepaid envelope to send it in for repair at their repair centre. There should be a phone number on your receipt for you to ring

Central · 17-04-2011, 16:06

I just rang up and spoke to the duty manager. He said policy in Tesco's was to only have items back with all the parts I quoted the sales of good act and he said well our policy is not to have it back unless its complete and that's what they are sticking to.

He then refused to give me his last name but I have his first name. I then said does Tesco policy over rule the sales of good act and he said he could not answer that. He also said if i did not agree with the policy i should speak to customer services

Help please?

**Chris** · 17-04-2011, 16:17

The camera is faulty. The law says they have to repair or replace it. The fact you can't wave an instruction manual at them is totally irrelevant. But if they want to be difficult you may have to get the big guns in - a phone call to your local council's Trading Standards department might be in order.

17-04-2011, 16:21

Quote:

Originally Posted by Central

I just rang up and spoke to the duty manager. He said policy in Tesco's was to only have items back with all the parts I quoted the sales of good act and he said well our policy is not to have it back unless its complete and that's what they are sticking to.

He then refused to give me his last name but I have his first name. I then said does Tesco policy over rule the sales of good act and he said he could not answer that. He also said if i did not agree with the policy i should speak to customer services

Help please?

store policy has nothing what so ever to do with statatory rights . He is trying it on yet again

**Matt D** · 17-04-2011, 16:26

The Directgov website may be helpful: Returning faulty items

Central · 17-04-2011, 16:31

I just spoke to someone on the phone at Tesco Helpline and I am emailing him pictures of the camera and the faulty LCD.

Peter_ · 17-04-2011, 16:32

Quote:

Originally Posted by Central

I just rang up and spoke to the duty manager. He said policy in Tesco's was to only have items back with all the parts I quoted the sales of good act and he said well our policy is not to have it back unless its complete and that's what they are sticking to.

He then refused to give me his last name but I have his first name. I then said does Tesco policy over rule the sales of good act and he said he could not answer that. He also said if i did not agree with the policy i should speak to customer services

Help please?

You have the contact details above so you can try them tomorrow but try another store first.

Central · 17-04-2011, 16:46

Well after emailing the pictures over the guy at Tesco customer services called me back and said it looks like actually pixel damage and not accidental damage. He said he can see no sign of water damage so he is ruling that out and gave me a reference number to take it back into any store with a electrical department and get a refund or replacement

So happy now.

17-04-2011, 16:49

Quote:

Originally Posted by Central

Well after emailing the pictures over the guy at Tesco customer services called me back and said it looks like actually pixel damage and not accidental damage. He said he can see no sign of water damage so he is ruling that out and gave me a reference number to take it back into any store with a electrical department and get a refund or replacement

So happy now.

go wave it in the faces of those who blagged you first time round before you do anything. Tell them to learn their job

Central · 17-04-2011, 16:50

I am seriously thinking about taking there attitude and customer service further and making an official complaint.