Tesco, UK
by Larry
(London, England.)
For those who don’t know Tesco they are a huge company in the UK. They are the countries biggest retailer of groceries and are currently expanding into many other retail areas.
Over the years I must have spent thousands with them, food, petrol (when I had a car) and they are my broadband provider. They are cheap and I like cheap :-) On the whole I’ve been happy with Tesco.
I need a new computer, this old wind up one is on its last legs. With the aid of a friend who is more tech knowledgeable than I we worked out what sort of computer I need. Armed with this information I found just the job on Tesco’s site. I dusted off the old credit card and placed the order.
They do not deliver outside working hours and only give you the day of delivery not the time. So I had to take the day off work (I wasn’t crying about that :) ) It did not arrive. Okay, annoying but these things happen.
I took the next day off too and it finally arrived. Lovely looking bit of kit, . . . shame it does not work.
These things are frustrating but not the main thing that I am mad about. The thing that has my blood boiling is...
...their appalling customer support/service :(
They gave me lots of reasons why it wasn’t delivered when they said it would be, a different reason each time.
They put me on hold, on hold, on hold, forever. They promised faithfully to ring back . . . and I waited and waited. They shunted me from department to department, they showed little interest in my problems or coming up with a solution for them.
And when I rang to say it was faulty, well I had a similar experience.
To be fair they could have argued that the computer would have to be checked to see if in fact it is faulty or whether it was something I was doing wrong. They didn’t do that.
So, "Would I like a replacement?" "Of course I would" "Okay sir, we can deliver a replacement and collect the faulty unit Monday to Friday during working hours." "But that means I have to take yet another day off!"
Nothing could be done about that apparently, no exceptions.
So I cancelled.
Again to be fair the money is already back in my account. But I wish I had my sexy new computer instead!
Perhaps, just perhaps, if Tesco’s support handled the situation differently the problems could have been sorted to both our satisfactions.
I could say that I’ll never spend another penny with Tesco again but I know their cheap food prices will get me. But I think it will be a long cold day before I try buying a consumer durable from them again.
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