I apologise in advance for any typos- I’m trying to bash this out as quickly as possible before the battery runs out!
For Christmas, I had a Hudl from Tesco. It was brilliant! I don’t have a laptop so it is perfect for blogging, Facebook and Twitter.
A few weeks in and I noticed the odd problem – I’d type a letter and two would appear, and the left hand side of the screen would freeze. Sometimes words would appear or disappear – not exactly useful when blogging! One day, it went black and wouldn’t turn back on. I immediately phoned up the Tesco Technical Helpline and to be fair to them, they arranged for a replacement device to be sent out within 48 hours. Fantastic. The next one came, but just a few weeks later the sane thing happened. And again on the third one. Most people would have given up and had a refund by this point, but I do actually like the device. I’ve also bought two cases for it so didn’t want to loose out there. Up to this point, the helpline and the store were really helpful. Then I had my fourth one. This had none of the problems of the first three, but after a short time the charger connection was loose. I tried different chargers in case it was that (both of my brothers and my nan have one!) and they were the same, so it was obviously a problem with the charger port. I phoned up the helpline – again – and explained the problem. This time they agreed to replace it but said next time I had any problems I wouldn’t be offered an exchange, just a refund. Fair enough.
I’ve had this one – number 5 – since April. Guess what? The charger port is faulty. It’s such a loose connection. It takes up to twenty minutes of wiggling the charger round to get it to charge, and even then the slightest move and it goes. I can get it to charge sometimes by wedging a bit of cardboard in to fill the gap, bit that’s not easy to do.
Not only that, when it does eventually charge, it doesn’t last. It can from 50% to 30% in a couple of minutes, so it isn’t charging properly. I’m also beginning to have the problem of random letters appearing on the screen as I type. I typed in ‘faulty charger port Tesco hudl’ into Google, and immediately was hit by pages of other people having the same issue with the port, including a very long thread on the Tesco Facebook page with people having the same issues. One annoyed customer claimed Tesco have admitted its a design fault – obviously that’s his word but I have to be inclined to agree.
I phoned Tesco to explain, full expecting to be offered a refund. Ha!
The extremely condescending man told me that no, it was classed as accidental damage and that last time it was replaced for this issue it was as a ‘gesture of goodwill’, and as it was my fault, I would not be entitled to another one. I explained that accidental damage was not mentioned to me at all and that it does appear to be a common issue. His patronising reply was that if you look hard enough on the internet, you can find faults with anything. I didn’t have to search hard -just their Facebook page alone was full of people with the same issue:
This morning I phoned and demanded to speak to a senior manager – basically to be told the same. I’ve requested that they listen back through the phone calls which will then tell them I was not told it was accidental damage. As I type this, I’m still waiting for the call. My comments on their Facebook page were dealt with rapidly (funny that – don’t want the bad publicity?) with someone asking me to contact them if I’m not happy with the resolution.
At this point I should add that I have NEVER damaged any charging ports on the many laptops, buy propecia online, phones, cameras, kids electronic toys etc, so to ‘accidentally damage’ two in three months on the same product (along with everyone else who has the same issue!) is a little coincidental. Clearly, it isn’t particularly good if it gets damaged that easily.
I will update you as to what happens next.
Tesco, the ball is now in your court. What are you going to do?
6/7/14 21:15 still waiting for a phone call back regarding the issue. Upon further research, I have found out that under the Sales of Goods Act 1979, Tesco are obliged to prove that the fault was caused by accidental damage as the device is under six months old. As they have verbally refused a refund/exchange without viewing the product, they have breached this law, and so if no resolution is reached, I will be contacting Trading Standards.
7/7/14 15:05: just got off the telephone. Spoke to a very helpful and polite man called Michael- manager of the Hudl team – who said that it is most likely down to a fault with soldering etc, and I have a new one being delivered on Thursday. Fingers crossed it is sixth time lucky!!!