PJCNET

My keyboard on my 2nd PC failed on me so I immediately brought a brand new replacement keyboard from Tesco which is the nearest shop to my property that sells computer accessories. The shop was extremely busy and as I was only purchasing 3 items, I brought the keyboard along with an optical mouse and tobacco at the cigarette counter. The shop assistant packed my bag for me, I paid by cash and he gave me my change. I assumed the receipt was in packed bag.

When I got home, I opened the so called ‘new’ keyboard to find it wasn’t wrapped properly in the polythene packaging inside the box as if it had been used and/or out of the box before I brought it. I connected the keyboard and found that some keys worked, while others I had to thump the keys for them to be registered. I then repacked the keyboard ready to take it back and opened the Tesco bag given expecting to see the receipt, but there wasn’t one. Because it was so busy, the shop assistant didn’t bother giving me a receipt and I was very annoyed at Tesco’s mistake, but I hoped that they would be reasonable and expected them to rectify the problem with an apology.

On returning the product I explained the problem with the faulty keyboard. I then got asked for a receipt when I was never given in the first place. I explained that the shop assistant failed to put the receipt in the bag that he packed and that the transaction along with the other 2 items I brought will be on their computer system, plus I’d be recorded on security cameras buying the product. I also pointed out that I had a witness and the keyboard is Tesco’s own make so must have been brought from Tesco. The shop assistant then insisted that I should have asked for a receipt and it’s no fault of the shop that I didn’t receive one. I then asked him to check the till as it would most certainly have a record of my 3 items I’d purchased only a couple of hours before, but he said that it wouldn’t show my transactions which I know is a lie considering I’ve worked in a shop in the past. At this point I demanded the manager. The manager backed up the shop assistant but finally agreed to replace the product as if they were doing me a favour. He then replaced the product, which is acknowledging my purchase, but he printed the new receipt refusing to hand it to me. I demanded I get given a receipt as I had never had one and I demanded that they honour my 12 months warranty for this keyboard and another item I’d brought at the same time which was an optical mouse. He still refused point blank to give me the receipt and moved it out of my reach and this was witnessed by my friend. I then took the replacement keyboard and left saying that I’d be complaining formally in writing and taking action for the way I’ve been treated because of their shop assistant’s mistake and them selling faulty computer accessories.

I have later read that there is no law that a shop gives the customer a receipt of a purchase, but if they don’t, they can’t legally then ask for receipt as proof of purchase which Tesco did. It then states that if legal action is taken, the shop has to prove that I didn’t purchase the item, which is impossible when the keyboard is Tesco’s own make.

I got home with the 2nd new keyboard and tested it. It was a bit better, but every time I typed anything containing the letter “T”, it would miss it out. I could get it to register the letter “T” by thumping the key down, but this wasn’t acceptable on a brand new keyboard, again it was faulty and not of merchantable quality. Even though the keyboard cost just under £5, the law still stands regarding item quality, faulty items and consumer rights. The price is irrelevant when it comes to consumer law.

Furious I repacked the keyboard again ready for 3rd visit to the store. I wanted to return the same day as because they refused point blank to give me a receipt, I wanted to ensure the same manager was there. The store used to be open until 12 Midnight, but I tried to call the shop first to make sure before travelling as it was getting late and turned 10pm. I couldn’t find the number on-line and I had to waste money on directory enquires. When I phoned I was left going round in circles inside phone menus without any announcements about being open or closed. Every phone menu eventually took me back to the first menu again without any reason. This wasted another 10 minutes of my time and money on the phone. Note that the law states that the customer shouldn’t be out of pocket regarding receipt of faulty items.

I set off on my 3rd visit to the store and arrived at 10.40pm to find that the store opening hours had recently been reduced and it was now shut from 10pm. I’m furious as I tried to check the shops opening times to no avail and now I will need to visit a 4th time. I will also have to go through the whole ‘not having a receipt’ business yet again, probably with a different manager on a Sunday. It’s clear that Tesco’s value keyboards aren’t fit to be sold at all as they aren’t merchantable quality and are not fit for the purpose. When I visit a 4th time I will have to pay extra for a better keyboard and will insist again on receiving a receipt which I have NEVER BEEN GIVEN, otherwise I will be forced to take the matter to Trading Standards. ALL I WANT IS A WORKING KEYBOARD! Going to Tesco was a big mistake.

I will continue the story and let you know what happens…..

PS: I’ve got 2 PCs which are networked and I’ve typed this document using another working keyboard.

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