Laptop returns woes

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Just a quick update on this as I made a complaint (which I won't post in full) along the lines of staff refusing to help and force me into sorting it out with the manufacturer. I wasn't rude, but ultimately I just stated that I was complaining along the lines of the product not being fit for purpose and I wanted Tesco to resolve it.

 

I've ended up arranging a collection from Acer directly because while I could probably argue some more, I haven't got the time and it needs to be sorted. However as I am quite insulted by their response (especially the fact they deny forcing me to deal with the manufacturer), I thought I would post it here as I think it is worth people being aware of their standard response...

 

 

Dear Mr X,

 

Thank you for your response.

 

We are not forcing you to deal directly with the manufacturer, it is just that this is the quickest way to get the item booked in for inspection and repair. If you wish for us to book this in for you, please contact us on one of the numbers below and choose to speak to a Tesco representative and we will be able to get this sorted for you.

 

Whilst I agree that the laptop should last more than 7 months, it doesn't necessarily mean it is not fit for purpose, just that a fault has developed. We would like to try and resolved this for you as quicky as possible, so if you could call us on either 0800 323 4060 or 0330 123 4060, we will endeavour to get this booked in so this can be fixed.

 

If there is anything else I can help you with, please do not hesitate to contact me.

 

Kind Regards

 

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Final post (I hope) on this is that I have spoken to trading standards to see where I stand should the laptop come back and develop the same fault next month. I have been told that I can still claim against Tesco under the same conditions as it is them who have pushed me into dealing with the manufacturer. Because of this it should make no difference to my rights. Of course actually getting something done will be something else entirely. Hopefully it will come back from the Acer fixed.

[plexer]

I dunno though it seems to depend on the store.

 

I bought a kindle paperwhite a few months ago from one Tesco store on my way home even using one of their £20 off over £100 vouchers, when I got home 20 minutes later and turned it on I noticed a "bubble" flaw in the display and took it back to my local store where they gave me a full refund.

 

Ben

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@plexer - I've had similar thing but only when I've bought something and took it home to discover it was faulty. But as @Galway says, taking something back when it is found to be faulty at purchase and a fault developing after a some months are not the same thing.

[ChickenDhansak]

Is this relevant to your situation?

Is the Shop or Manufacturer Responsible for Faulty Goods?

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I've read enough and spoken to Trading Standards to confirm what everyone on here is saying that my issue is with the retailer. The problem I am having is the retailer is refusing to acknowledge that the contract is with them. And from what I've now read this is a fairly common problem.

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As bad as Tesco have been, Acer seem to have been good. Laptop got picked up last Tuesday, and got it back yesterday (they actually tried to deliver on Friday - but we weren't in) with a replaced Touchpad. After telling me it would be 5-10 working days and we would lose any data on the laptop as they would need to do a reset, they actually only had it for 3 days before it was on it's way back without any loss of data. OK, I'm yet to see if it develops the same fault, but it does feel like a different touch pad so hopefully it will last longer

 

As for Tesco, after making a complaint that they refused to do anything, I've been repeatedly told that all I needed to do is contact them and they would have sorted everything out for me. It's as if they are ignoring what I am complaining about and keep implying that the fault is on me for not contacting their tech support to get it sorted.

 

It's a shame really, as all Tesco had to do was take it from me and arrange for it to be collected - not a big job. Judging from how quick a turnaround it was I would have been pretty happy. Would I buy Acer again - Yes. Would I get it from Tesco - no.

[Edu-IT]

As bad as Tesco have been, Acer seem to have been good. Laptop got picked up last Tuesday, and got it back yesterday (they actually tried to deliver on Friday - but we weren't in) with a replaced Touchpad. After telling me it would be 5-10 working days and we would lose any data on the laptop as they would need to do a reset, they actually only had it for 3 days before it was on it's way back without any loss of data. OK, I'm yet to see if it develops the same fault, but it does feel like a different touch pad so hopefully it will last longer

 

As for Tesco, after making a complaint that they refused to do anything, I've been repeatedly told that all I needed to do is contact them and they would have sorted everything out for me. It's as if they are ignoring what I am complaining about and keep implying that the fault is on me for not contacting their tech support to get it sorted.

 

It's a shame really, as all Tesco had to do was take it from me and arrange for it to be collected - not a big job. Judging from how quick a turnaround it was I would have been pretty happy. Would I buy Acer again - Yes. Would I get it from Tesco - no.

I'd write it in a letter to their head office to make sure it reaches the right place.

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@Edu-IT - I've asked the person who was dealing with my complaint to pass this on to someone higher as they are obviously not dealing with it. If they don't do that I might be making another complaint that my original complaint hasn't been dealt with properly ;-)

@Galway - That is exactly my experience.

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Since my last post there have been a couple of developments. The first one being that despite asking for my complaint to be passed to someone else I never heard anything and after a week I asked for an update. I was told that it had been passed to another member of staff and they should have been, and would be in touch. So when I had to again ask for an update and didn't hear anything I sent another complaint on Friday afternoon including complaining about that fact that my complaint had been ignored.

 

Friday tea time I had a missed call from Tesco and an email on Saturday asking if they could ring me back. 2 minutes after I replied to the e-mail I had a call from Tesco asking for an overview of what had happened. After explaining what I was trying to do and what had happened the person apologised and confirmed that their staff should't have refused to help and should have resolved my issue. Ultimately they have offered me £30 in vouchers and provided me with a number to contact the manager I was speaking with and have been told that should anything happen to the laptop while it is still in warranty I should ring and ask for him to resolve the matter straight away.

 

I have been assured that he will be speaking to the manager of the person who was dealing with my complaint via email and also contacting the store to find out why this has happened to ensure this doesn't happen again. Not sure if I actually believe anything will change, but I would imagine that there would be a lot of people who would stop complaining because their item had been fixed. I may have not bothered to carry on if the person who was dealing with my email hadn't annoyed me with such flippant remarks in their response.

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The manager I spoke to has said he thinks the staff may have been confused as they do not have insurance to take personal items at the store which is what he thinks they are referring to when refusing to take the laptop. He did however say that they should have arranged for repair and resolved my issue. He was also looking into the conversation I was having with their support as I provided the reference number in my additional complaint.

@Galway - like you I persisted because of the principle of the thing. Although knowing how many e-mails had to be sent (I like a paper trail) I can imagine that many people would give up.