Comet, please repair my 2 day old washing machine!

This is huge....sorry...It's all about Comet Logic.

The facts:

1. Bought washing machine from Comet on 26th Oct.
2. Delivered by Comet on 5th Nov.
3. One of 3 lugs that holds door shut broke off on 7th Nov. so can't be used
4. Reported to Comet on 7th Nov.

You would think that they would come and repair it ASAP wouldn't you?

Not according to Comet logic.....what they did was:

1. Booked and engineer to come out to fix it on the 26th Nov. as this was their earliest eve/weekend appt. So that's 3 weeks without a washing machine.
2. Engineer turned up ok but had only come to *inspect* machine then would order necessary parts.
3. Engineer left voicemail on 29th Nov. saying the parts were "cosmetic" and therefore were not covered under the warranty.

Excellent start then Comet.

I then had to call them again on th 29th and had an arguement with a very defencive and rude girl at the service centre who insisted they would not repair the machine because it was cosmetic damage, this is remember the lugs *inside* the machine that HOLD THE DOOR SHUT.

Rather annoyed by now and to an example to her to see if she was actually capable of intelligent thought:

Me: "So if all the buttons fell off my 2 day old machine that would be cosmetic damage and you wouldn't repair that?"

Comet: "that's right cause we don't fix cosmetic damage"

Gave up with her and asked to speak to her manager, hopefully they will understand that their current stance is insane. Girl refused to let me talk to her manager. Point blank refused. This prompted a further 10 minues, yes 10 minutes of arguing to get to speak to a manager. This ended with her saying she would get him to call me.

Obviously didn't believe a word of it, so called the sales line and repeated it all to them and they said they could refund it as goodwill. Agreed with them that unless it was repaired they would have to refund it.

Amazingly he did call me back briefly and passed the buck to the original engineer who he said made the decision but said he would get him to call me and order the part and make an appointment. Advised him to cancel refund.

30th Nov. Engineer called and confirmed parts were ordered and we booked an appointment for the 3rd Dec. So nearly 2 months after I bought it. Confirmed with him to cancel refund.

3rd Dec. was cancelled as they couldn't make it for some reason, so rebooked for 10th Dec.

Got phone called in the morining on 10th Dec from collections guy who was coming to pick up the machine as it had been refunded. Told him that was cancelled and it was being repaired.

Got another phone call from engineer to arranage a time, he was doing 2 other jobs in my village.

Got another phone call from same obnoxious girl at service centre saying machine was Comets property as they had refunded it and she had cancelled the repair. Informed her the refund should of been cancelled and that the engineer was just up the road with the parts ready to do the job, so if they corrected their mistake and charged me again it would be fine.

Of course with Comet logic....she refused.

Said it was too late as the machine was their property and she would not allow the engineer to come and was sending someone to collect machine. Any attempt at trying to speak was met with "It's our property now", "It's our property now".

Gave up with her and called Comet HQ and repeated whole long arguement with them. Again the girl refused to let me talk to her manager and a call back was arranged after an additional 10 minutes are arguing that yes I should be allowed to talk to her manager and yes it should be today!

Later that day (10th Dec still) girl from "investigations" department called to say that she was looking into my case....Asked her to call the engineer who was 2 streets away with the parts and get him over here to repair the machine. She refused as she couldn't do anything until she had investigated my case on Monday.

Gave up, god knows what will happen next.

If you want to shop @ Comet, remember the Comet logic! Even with the engineer 2 minutes away with the parts ready to solve the issue and make me happy, they refused and cancelled the appointment because of their own error that I frantically tried to point out to them. But they just don't care.

-Web