Graphics glitch followed by death of Hudl 2 - outside Tesco's one-year warranty

[Guest seanspotatobusiness]

The display on my phone suddenly had black rectangles distributed randomly around and was unresponsive. I pressed and held volume up and the power switch which took me to the recovery menu with the same graphical glitch present. I pressed the power switch to reboot and the tablet screen turned off and never came back on. The tablet is now totally unresponsive. The red light does not illuminate when plugged in but it does appear to draw current (I have a charger with its own light which illuminates).

The tablet is now 13 days out of Tesco's stated one-year warranty but I believe that the EU affords consumer rights for repair/replacement/partial refund up to at least two years. I think however, that I would have to somehow prove that this problem was inherent to the tablet and not something I introduced by abusing it. I've no idea how I would go about doing that other than pointing out the rubber bumper case and screen protectors that I bought at the same time and photographing it's near pristine condition from the outside. I think it would need to be taken apart to prove that there is no water ingress or physical internal damage.

[Guest Captain Cookster]

Technically you have longer than 2 years (under uk law if my memory serves) to return an item if its not fit for purpose. All goods have to last a reasonable amount of time

However, it is difficult to prove how well you have looked after it. I have heard tales of rejected repair/warranty/replacements on the grounds that the 'protective covers' were only cosmetic (according to Tesco) and screen issues were down to the customer. (See the Cracked screen saga online) 

One suggestion is to get an independent fault report from a local repair shop before tackling Tesco on the subject. Harder for them to argue if you suspect they will fob you off. 

Anyways, good luck with it.

Edited October 23, 2015 by Captain Cookster

[Guest Hudluser]

Hi as it is just out side of the year Tesco will file an over twelve months claim taking into account everything you tell them then make a decision and let you know. Contact them on there electrical helpline and see what they say. A friend did this and had there claim dealt with in a positive way.

Hope this helps. Good luck.

[Guest vampirefo]

Hi as it is just out side of the year Tesco will file an over twelve months claim taking into account everything you tell them then make a decision and let you know. Contact them on there electrical helpline and see what they say. A friend did this and had there claim dealt with in a positive way.

Hope this helps. Good luck.

Sounds like a good ideal.

[Guest seanspotatobusiness]

Hi as it is just out side of the year Tesco will file an over twelve months claim taking into account everything you tell them then make a decision and let you know. Contact them on there electrical helpline and see what they say. A friend did this and had there claim dealt with in a positive way.

Hope this helps. Good luck.

Hi Hudluser, thanks. They said they'd let me know their decision by calling me within 24 hours. I wonder who decides and how. 

[Guest Captain Cookster]

Exactly!......who does decide! and what assessment can they make on your tablet when its sat in your house? If they try and fob you off after they make their decision ....seek an independent report. 

 

[Guest Hudluser]

Like I said previously they were fair when my friend contacted them they take into account the age of the item the price paid and nature of the fault. In all honesty the type of fault is highly unlikely to be caused by you and could have happened within the guarantee I will be surprised if they fob you off as its been put. 

[Guest clive.hills]

I've just had my red Hudl 2 fail with a not charging situation. I bought it 08/10/14 so also just outside the one year. Tesco have agreed to collect it and repair it for free! Excellent service!

[Guest seanspotatobusiness]

They called today and agreed to collect it on Tuesday for repair :-D

[Guest speakeasy]

I've always found Tesco customer support to be most . . . supportive, especially compared with some highstreet chains.  Debenhams comes to mind.

[Guest clive.hills]

I'm happy to report my red Hudl 2 is back and functioning fine.

[Guest Renegade1958]

I had the same problem, but mine was within the guarantee date when they took it. It arrived back late last week and has developed the same problem even after saying they had updated it with the latest software. Now Tesco are saying I may have to pay for it to be repaired, but doubt I will get a refund as it is out of warrantee even though it is the same problem. So not a happy Hudl 2 user!!!!!