Dear Mr Tesco,
A few weeks ago you sold me a Laser Printer, a Samsung CLP-320 Series which you were pushing as a really good deal, and a very good printer. You were absolutely right. It was a very good deal, and it is a very good printer. I am delighted with it.
The nature of printers is that they are used to print things. In the case of my printer, it prints a lot, which is why I bought this particular printer. When laser printers print, the nature of the beast is that they run out of toner. Not a problem, you told me that you stocked all the consumables (toner is a consumable in case you hadn’t realised).
In dire need of toner I turn to the Tesco website where I need to order Black Toner, item CLT-K4072S – no problem. I need to order Cyan Toner, item CLT-C4072S – no problem. I need to order Magenta Toner, item CLT-M4072S – no problem. I need to order Yellow Toner, item CLT-Y4072S – what’s this? I search and search, no Yellow toner appears on your list. I visit your store to be told ‘No, you have to buy that online’.
I have no objection to buying online, in fact I do it all the time. I return to the website and search, and search and search, all in vain. No sign of yellow toner. This seemed a little odd to me, why would you sell me a printer, and then stock only three out of the four cartridges – it seemed a little odd when customer service is supposed to be your watchword.
Contact was made via Customer Service where a very helpful young man was equally as bemused as I. ‘It must be a mistake, perhaps someone forgot to put it on the stock list. I’ll ring you back.’ Several days later, he did indeed ring back to say he still hadn’t got to the bottom of it but he was still working on it. Today, some three weeks later, he rings to say ‘We don’t stock it at all, we do stock the other three but not yellow’.
?????????????????
Perhaps you can explain the logic of this to me, dear Mr Tesco, because I cannot see it. You had a customer for the life of my printer, which I expect to be long and fruitful needing much toner. Now you have one very miffed customer who is going to share her level of dissatisfaction, not to mention bemusement at your stupidity in stocking only three out of the four toners needed. I am sure there is a logic in your giant superstore mind, but it makes no sense to me – the shopper – the person who gives you money in exchange for goods, the process which keeps you in business. I would have given you some £400 in the last month – if you had stocked the items you said you did when I bought the printer from you in the first place. Why stock three and not four?
Mr Tesco, I have no choice, I have to say it. On your part this is not only very stupid but an epic
PS. For anyone else who has bothered to read this far, toners were supplied with next day delivery by the very excellent www.printware.co .uk – the mighty Tesco would do well to take a lesson in customer service from them!
{ 1 comment… read it below or add one }
Would have been nice to get the Club Card points too.