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Tesco changes from 0845 to 0345 (Read 43,910 times)
bigjohn
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Tesco changes from 0845 to 0345
Jan 12th, 2014 at 2:41am
 
Dave wrote on Jan 10th, 2014 at 7:41pm:
[quote author=Snagglepuss link=1329771905/9#9 date=1389354375]01482 407407 - No answer but this was the number I got when called.[/quot]I've just found out from looking at the Tesco Store Locator that the 0845 branch numbers have been replaced with their 0345 counterparts


Thats a good start. Smiley They actually only publish 0345 numbers for bigger shops, convenience type stores etc are still listed with 0345 numbers. They havent got around to altering till reciepts yet , my local extra store number is on the store list with an 0345 number but still shows 0845 on its recent  till receipts.
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CJT-80
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Re: Tesco changes from 0845 to 0345
Reply #1 - Jan 12th, 2014 at 12:29pm
 
I have just checked a few in East Sussex (Eastbourne Extra and Kingfisher Drive Metro) both are listed with 0345 numbers, BUT the Express stores still give 0845 numbers.

Perhaps this is a tide turning at Tesco? I will give it a week or so and re-check the others and see what has happened.

Smiley
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Ian G
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Re: Tesco changes from 0845 to 0345
Reply #2 - Jan 12th, 2014 at 1:46pm
 
Is that because the number hasn't yet changed, or because the entry on the website hasn't been updated?

There's a number of smaller stores listed with 03 numbers. There's no pattern to what has changed and what has not.

What's the evil-corporation conspiracy theory on this one then?
Just waiting for someone to say that if they really wanted to do this, it would all have been done in one day...
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« Last Edit: Jan 12th, 2014 at 2:00pm by Ian G »  
 
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Re: Tesco changes from 0845 to 0345
Reply #3 - Jan 12th, 2014 at 3:23pm
 
IanG I am not sure who your reply was to...

I think that as long as they are changing ALL of their contact numbers ie: Stores, Optical, Tesco Direct, Bank etc to geographic or geographically charged numbers then that's good.. if it takes a few weeks or months then fine.. as long as ALL of them are changed

Smiley

EDIT: Following on from my previous post.. I decided to check a few additional area's that I know have Extra or Superstores and so far ALL have 0345 numbers where as the local Express or smaller stores still have 0845 numbers.  I would therefore assume it's a phased process.
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« Last Edit: Jan 12th, 2014 at 4:00pm by CJT-80 »  

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Re: Tesco changes from 0845 to 0345
Reply #4 - Jan 15th, 2014 at 11:10am
 
Good Morning All!

Following my previous post I have now checked ALL my local Tesco store's including the Express and Metro store's and they ALL now have 0345 numbers!

It would now be worth others on here checking if their local store's inc Express and Metro have also changed.

Well done to Tesco Store's so far!

Smiley

A further update: It would appear that the "contact us" page has also been update for "most" of the Tesco divisions including Store Customer Service and Tesco Direct with 0800 numbers for land-line and 0330 numbers for Mobiles.

So far excluded are: Tesco Phone Shop (0844) and Tesco Mobile (0845)

More info: http://www.tesco.com/help/contact/
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« Last Edit: Jan 15th, 2014 at 4:54pm by CJT-80 »  

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Ian G
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Re: Tesco changes from 0845 to 0345
Reply #5 - Jan 16th, 2014 at 7:15am
 
All stores changed their number to the matching 0345 number on 6 Jan 2014.

It took a week for all of the entries on the website to be updated:
http://www.tesco.com/store-locator/uk/asp/towns/?l=L&t=LONDON
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« Last Edit: Jan 16th, 2014 at 7:15am by Ian G »  
 
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Re: Tesco changes from 0845 to 0345
Reply #6 - Jan 16th, 2014 at 4:23pm
 
Just to confirm I have just looked up the number for the very newly opened Tesco Express store in Dorking (Dorking has been virtually unique up to now in being a completely Tesco free town only served by Sainsbury, Waitrose + a tiny M&S) and it is an 0345 number.  I then checked all my other nearby stores that have been open much longer and they are also all now showing 0345 contact numbers.

I suppose Tesco realised the writing was on the wall with the forthcoming EU Directive's implementation and that they would have to change by next year anyway so why not do it now and get some credit it for it rather than wait till the end and start to get unwelcome media attention as one of the UK's largest retailers.

So there does seem some hope that the big names will simply change all their numbers rather than try to get clever and bring in 0345 for customer service but keep 084 for any other form of telephone enquiry.  I expect their legal advice is you can't differentiate where customer service ends and technical support or similar starts.

Of course Tesco may actually have decided to change for marketing reasons given that their sales are now falling and one of the reasons for this is I think that they have become very complacent about offering good customer service and/or value for money on many of their food lines.

I also feel sure that their customer care statistics cannot have been at all short of regular customer complaints about the high cost of telephoning them.
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« Last Edit: Jan 16th, 2014 at 4:28pm by NGMsGhost »  

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Re: Tesco changes from 0845 to 0345
Reply #7 - Jan 16th, 2014 at 4:26pm
 
CJT-80 wrote on Jan 15th, 2014 at 11:10am:
So far excluded are: Tesco Phone Shop (0844) and Tesco Mobile (0845)

More info: http://www.tesco.com/help/contact/


Tesco Mobile do have an 0800 number for Sales.  So their customer service side seems to be the main place still left to change.   I wonder if this will take a while yet given that I suspect their phone operation is actually a franchise run under their label by somebody like Phones4U or CarPhoneWarehouse.
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Re: Tesco changes from 0845 to 0345
Reply #8 - Jan 16th, 2014 at 4:34pm
 
NGMsGhost wrote on Jan 16th, 2014 at 4:26pm:
Tesco Mobile do have an 0800 number for Sales.  So their customer service side seems to be the main place still left to change.   I wonder if this will take a while yet given that I suspect their phone operation is actually a franchise run under their label by somebody like Phones4U or CarPhoneWarehouse.

Tesco Mobile is a 50:50 joint venture between Tesco and O2.
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Re: Tesco changes from 0845 to 0345
Reply #9 - Jan 16th, 2014 at 4:47pm
 
Dave wrote on Jan 16th, 2014 at 4:34pm:
Tesco Mobile is a 50:50 joint venture between Tesco and O2.


Well O2 appear to have a longstanding love affair with 084/7 numbers like all the big mobile firms so this may take Tesco a while yet to unscramble.

In any event it seems I spoke far too soon in my thanks to Tesco for the new 0345 numbers as I have now tried using the listed number for the Tesco Reigate Road store of 0345 6102872 and on each occasion it rings once or twice but is then hung up on me.  I am not clear if this is being done automatically or by a person and as it costs me 5p every time it happens I am not going to keep on ringing to find out. Sad Cry

So it seems Tesco have quite some more work to do yet to get their new 0345 numbers functioning properly.
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« Last Edit: Jan 16th, 2014 at 5:44pm by Dave »  

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Re: Tesco changes from 0845 to 0345
Reply #10 - Jan 16th, 2014 at 4:53pm
 
NGMsGhost wrote on Jan 16th, 2014 at 4:47pm:
In any event it seems I spoke far too soon in my thanks to Tesco for the new 0345 numbers as I have now tried using the listed number for the Tesco Reigate Road store of 0345 6102872 and on each occasion it rings once or twice but is then hung up on me.  I am not clear if this is being done automatically or by a person and as it costs me 5p every time it happens I am not going to keep on ringing to find out. Sad Cry

Both 0845 610 2872 and 0345 610 2872 return unobtainable when called from a BT landline.
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Re: Tesco changes from 0845 to 0345
Reply #11 - Jan 16th, 2014 at 5:07pm
 
Dave wrote on Jan 16th, 2014 at 4:53pm:
Both 0845 610 2872 and 0345 610 2872 return unobtainable when called from a BT landline.


I don't have an Anytime landline calling plan or a mobile with thousands of free minutes (as you would seem to do) so unfortunately did not test the 0845 number variant.

In any event the phone was definitely answered rather than ringing unobtainable when called via www.18185.co.uk

Of course I may well soon be joining you in the land of Anytime Call Plans or 2,000 minute mobile allowance given Ofcom's recent announcement on the impending removal of BT's obigations to offer Indirect Access and Carrier Pre-Selection.

Good old Ofcom we know we count on them to always fully discharge their principle duty under Section 3(i) of the Communications Act 2003 Roll Eyes Shocked Cry

See http://forums.digitalspy.co.uk/showthread.php?t=1894107
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« Last Edit: Jan 16th, 2014 at 5:08pm by NGMsGhost »  

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Tesco.Com Verified Has No 01/02/03 Alternative!!
Reply #12 - Feb 11th, 2014 at 7:53pm
 
Yesterday evening I needed to call Tesco in a hurry about an Online Grocery order that I was possibly not going to be able to at home for when it arrived.  I was only able to call from a mobile (Tesco as it so happens) phone and the call was urgent as I had to decide whether or not I could cancel the delivery rather than make a 2 hour drive home to be there in time.

On the main web page for Tesco Online Grocery shopping at http://www.tesco.com/groceries/ the only phone number listed at the bottom of the page is 0800 323 4040.   I was concerned that even though I have a contract mobile with 750 minutes of calls that the conniving mobile bandits might find a way to not let me use these minutes to a free 0800 number.  This is even though these minutes include all normally payable 01/02/03 numbers.  I do understand that calls to 0800 numbers on mobiles are not currently free.

I therefore visted this website's (www.saynoto0870.com) home page at www.saynoto0870.com and entered the Tesco Grocery number of 0800 323 4040 in the Search To Find Alternative Number box.    On doing so the only single Verified entry returned was for "Tesco.com" and showed both the 0800 number I had entered and an 0845 alternative.  There was no listing at all of either an 01/02 or an 03 geographic number that I could be sure was in my call package.

In a hurry and desperation I called this 0800 number and discovered if I was not at home Tesco simply took my shopping back to base and did not charge me for either the goods or the delivery fee.  Their only comment was one should not do this too often or Tesco might refuse to make future grocery deliveries.

Today I had more time to think about the call charges and so checked my Tesco Mobile online account only to find to my horror I had incurred charged of £0.17 and £1.32 for calls that were respectively 50 and 396 seconds long to the 0800 number.  This suggests a 20p per minute call rate for calling 0800 numbers on my call package compared to approximately 1p per minute for the bundled 750 inclusive landline/mobile minutes (if we assume 1p per minute for those calls and £2.50 per Gb in my 2Gb monthly data allowance).  I found this totally unacceptable given that when I called the 0800 number with Tesco Mobile there was only a warning that the call was not free and that I needed to recall it removing the initial zero.  There was no warning at all that 0800 calls were not even covered by my call bundle for chargeable calls.

I rang Tesco customers services and told them I thought it was despicable to charge for calls to 0800 at 20p per minute when these were cheaper than 01/02/03 to call (i.e. always free) on a landline and therefore surely also cheaper for Tesco Mobile to originate as the called party paid for a part of the call.  I asked not that the 0800 calls be free but only that they be covered by my 750 inlclusive minutes.  Grudgingly they agree to refund the charge on the basis of the misleading announcement about pricing not mentioning that 0800 calls were excluded from call bundles and me never having called an 0800 number with them before.

However on visiting the Tesco Contact Us page at www.tesco.com/help/contact/ just now I discover that they do actually have an 03 alternative number there  for the 0800 number for Tesco Groceries of 0330 123 4040

Can I therefore please request as a matter of urgency that the Verified entry on this site for Tesco.Com is updated to include the 0330 123 4040 number that will be covered by any inclusive calls package on a landline or a mobile.  The current entry is very unhelpful to mobile users by encouraging them to call either an 0800 or an 0845 number when neither of these numbers is likely to covered by a mobile phone inclusive minutes calling package. Shocked Sad Cry
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« Last Edit: Feb 11th, 2014 at 8:01pm by NGMsGhost »  

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Re: Tesco changes from 0845 to 0345
Reply #13 - Feb 11th, 2014 at 8:25pm
 
Hi NGM.Out of interest why didnt you use someone like www.0800buster.co.uk if you knew that 0800 calls were chargeable. Its not as if they dont make clear in their Tariff Guide.

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« Last Edit: Feb 11th, 2014 at 8:34pm by bigjohn »  

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Re: Tesco changes from 0845 to 0345
Reply #14 - Feb 11th, 2014 at 9:02pm
 
bigjohn wrote on Feb 11th, 2014 at 8:25pm:
Hi NGM.Out of interest why didnt you use someone like www.0800buster.co.uk if you knew that 0800 calls were chargeable. Its not as if they dont make clear in their Tariff Guide.


I have only recently (as in two weeks ago) switched to having a contract mobile phone (one month contract SIM Only) with Tesco Mobile so I am not in the habit of having lots of free minutes that can be used to call 0800 numbers in this needlessly circuitous manner.

As I thought I made clear I was in a hurry and had very little time left to decide whether or not to stay where I was for another day and cancel the delivery from Tesco (if it was possible) or to drive home in order to be be there for the arrival of the delivery driver.

I went to the main page for Tesco online shopping.  I annoyingly only found the 0800 number there and I consulted this website (which is well aware of the problems with 0800 numbers and being chargeable from mobiles) who still only listed an 0845 alternative for the Tesco Online 0800 grocery number.

In then feeling I had no alternative but to call the 0800 number I was surely in no different a position to the one that 99% of ordinary mobile phone users would be in rather than the 1% of expert money saving geeks who inhabit this website and go to endless handsprings to avoid the normal telco ripoff that most ordinary phone users suffer every day.

We all know why 0800 numbers have not historically been free to call from mobiles (i.e. their own high call rates on pay as you go could then be circumvented) but not to make them inclusive calls in a bundled minutes package when they are cheaper to connect for the mobile network than 01/02/03 numbers is surely inexcusable. Shocked Angry Angry Angry

EDIT:-  I have added the 03 number for 0800 buster to my mobile phone address book but life should not have to be this devious or complicated in order for the customer to get a fair deal.  Especially as Tesco has now switched to 03 numbers so should be directing any of their customers who need to call them from a mobile to use the 0330 instead.  Not least because this will also save Tesco money........
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« Last Edit: Feb 11th, 2014 at 9:11pm by NGMsGhost »  

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