Tesco Experience - Refund on Defective Goods

[jackspratt]

About 1 month ago I purchased a small (Otto brand) electric oven from Tesco:



http://www.otto.co.th/for_shows/to_755.html

One of the features,and attractions,was that it includes a rotisserie mechanism. The 4th time we used it, to rotisserie a chicken, the front glass exploded

Today, on my first visit to Udon since getting back from Oz, I took it back for a refund.

First reaction at the front desk - the warranty only covers electrics, not the glass.

Sorry said I - there is a 1 year warranty, and it covers the entire article. And as it is dangerous, I don't want an exchange or repair, I want my money back.

Next diversion - money back only within 7 days, and can only repair/exchange after that.

Sorry said I - get me the store manager. A phone call made, and soon appearing is the Otto rep who works in the Appliances area. Explain everything again, and only offer is repair/exchange.

Get me store manager says I - another phone call, and a more senior Tesco lady appears. Some conversation, and full refund offered.

It pays to persist,and escalate.

And don't buy one of those ovens - when I did my shopping, I noticed another one on the discount table for 600 baht less than I paid 1 month ago.

[rickfarang]

Yeah, but if you are picking bits of broken glass out of your broiled chicken, is it really worth saving 600 baht?

Thank you for your warning, Jackspratt. I am still amazed at some of the dangerous products being sold in this country, and even more amazed at the the lack of concern shown by retail establishments handling them. And from the likes of Tesco no less.

Nice Avitar -glad I had not just eaten.

Regards,

[dee]

ive had one ov them for 4 years .never had any problems.

[Khun Paul]

A similar experience with a totally different store, Home pro, purchased a hedge trimmer and after one month stopped working due to a switching fault, took it back and demanded a replacement..no problems.

[silmaj]

I have had a reason recently had to return an item to Tesco with no problems at all and the whole thing was handled quickly and well by the staff.
I had reason to return a broken item to Index an office chair which was out of the period of guarantee by some 3 months. Again they offered a full repair and the chair was returned to me 3 Days later as promised at no cost. Splendid service by the staff and the repair section.
My experience so far in Thailand has been good to excellent and staff will listen and try to help although I agree that quality remains an issue on many items.
Finally I feel its harsh to suggest that Tesco do not have any interest in quality and have no evidence to suggest this but I do believe in the old addage you get what you pay for and much of what is found in store is directed at the home market for Thais and price is an issue for them so quality probably suffers.
Only contributed to maintain a balance of personal exprience.

[Khun Paul]

I concur with the previous poster, price is a problem here in Thailand, but many of the major stores are now coming on board with customer satisfaction ideology, and also it is the manufacturer at fault not the customer hence the change in attitude, 5 years ago, you would not have a prayer in exchange or repair, but now it is all changing.

[globalwanderer]

We bought a DVD player from Power Buy about 3 motnhs ago. After two months it failed to operate. Took it back, couldn't find the receipt. No problem they took it and repaired it.