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Comet-guarantee-
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# 1
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chrissiewants2save
Old 13-01-2008, 7:01 PM
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Question Comet-guarantee-

Hi- any advice on the following would be great. I'll try to be brief but accurate.
We Bought an LG USA style fridge/freezer from Comet in March 2007. Decided to buy extended guarantee, however item is still under manufacturers guarantee.
November it developed a fault although still working. Comet sent an engineer (the usual "any time between 8-6 O'Clock") who then ordered a part. Later in Dec a different engineer visited (between 8-6!) with the part but on starting to fit it, gave up as the part was either incorrect or it wouldn't alone fix the problem. :confused: So, he arranged for another part to be ordered. On the day the engineer was due (between 8-6) we received a call cancelling the engineer , they decided it was more economical to replace the fridge freezer. We then received a letter from comet stating we were authorised to ‘have a replacement product of the same or equivalent specification’. We purchased the item in a sale for £449 (bargain) with an extended warranty purchased £150 for 5 years and a £50 delivery charge.

Hope your still with me –we additionally had confirmation of our entitlement in a phone call to comet- replacement despite any price difference.

A visit to the Comet store- the same fridge was no longer available. The same specification fridge by LG was however with a slightly remodelled front and handles but same specification as checked on the website. Now at a price of £799 and one digit up in the model number! The store manager was not prepared to replace the product unless we paid the difference!! As I said this must happen often with sale products since they are generally end of range additionally manufacturers replace products quite frequently.

Has this happened to anyone out there? What was your outcome? I will be writing to Comet (I will not let this rest) so has anyone got any advice as to what to say/quote? Additionally can I claim re-imbursement for loosing a days holiday. If they had cancelled the day before rather than on the morning of the intended engineers visit I could have worked the day and not lost a holiday day.

Any Q’s I’ll answer ASAP. Please help.
Thank you

p.s- i have all paper work. If i decide to have a refund, which was indicated in the store what happens about my extended warranty of £150 and delivery £50. I presume i've lost the delivery cost.
Chrissie



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Last edited by chrissiewants2save; 13-01-2008 at 7:24 PM. Reason: the addition of "p.s ...."
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# 2
mrcarrow
Old 13-01-2008, 9:23 PM
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I would contact their customer services, sound like the store manager is having a bad sale period.

Was the original new or was it reduced for any reason?.

Last edited by mrcarrow; 13-01-2008 at 9:26 PM.
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# 3
maisy-mai
Old 13-01-2008, 9:46 PM
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would lg not replace it .
I bought a fridge freezer from currys went wrong within 3 months ( a hotpoint) hotpoint replaced it direct through them my model was discontinued and they send a better one free. just an idea
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# 4
chrissiewants2save
Old 13-01-2008, 11:03 PM
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Default Answers

Spanking Brand new- not even a showroom exhibit. Thanks - I will try LG as well.

I only purchased the extended warranty from comet because the fridge was such a good price. The lady gave me 3 months interest free. At the time I remember warning bells ringing- all the stuff that was on watchdog about ext. guarantees and post here. I thought just this once it seemed invaluable! Haven't really even got to that period yet!

Keep posting any ideas and i will keep adding my progress. All i want is a replacement and my extended guarantee to continue with the new product with free delivery. Morally, i think that's right- at the end of the day if my fridge hadn't developed a fault I would be in that position so I'm not asking them for any extras or favours!
xx - have you seen the shop shelfs now!!!! This should be outlawed. Valentines card are for sale already!
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# 5
MINCER
Old 13-01-2008, 11:26 PM
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Ring up whichever department sent you the Comet letter and ask them to send you one from the warehouse - cut out the local store altogether. If they quibble about the model - put the ball in their court and tell them to find you one to the same spec.
I had the same problem with Comet over a Washing Machine a while back. First they tried to fob me off with a white one to replace a silver one and then a 1200 speed instead of a 1400.
All the World is a Stage; and I'm going through a difficult one at the moment!
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# 6
MarkyMarkD
Old 13-01-2008, 11:34 PM
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If you hadn't purchased an extended warranty, you would be negotiating this with the manufacturer. I am not sure why you cannot do so in any case ... your manufacturer's warranty isn't eliminated by you taking the extended warranty.

But obviously Comet should also match the extended warranty term on the replacement item, so I suppose that is a worthwhile reason for making them sort it out.

I can't see any good reason for you to accept a refund; indeed, I'm surprised if Comet are even offering that.
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# 7
eslick
Old 14-01-2008, 7:55 AM
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This happened to us, you have to stand your ground make as much noise as possible with whoever you speak to, try the phone they will probably order it for you over the phone anyway and when it happened for us it was easier to do that than speak to the store.

A word of warning comet buy the manufactures warranty so when you buy the product from them you cant get the manufacturer to come out. We bought a hotpoint dishwasher it had a special warranty that if it broke in the first 6o days (i think) they would replace it no matter what. Guess what happened when ours broke, Hotpoint wouldnt help and Comet just wanted to fix it until I told them I was hoing to the small claims court. Sorry rant over.
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# 8
coolagarry
Old 14-01-2008, 2:46 PM
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OOPs.. I've just bought a us style fridge/freezer from Comet. (Hope I don't have the same probs).

Two Things.

All LG Fridge Freezers come with a 2yrs guarantee from LG
http://gb.lgservice.com/gcsc/b2c/hpi/main
so perhaps you should contact them

Sorry the link doesn't seem to work. this is what is says
LGE UK Warranty Policy

In the event that you require assistance with any product, please contact the dealer from whom the product was initially purchased

If it is not possible for you to contact your supplying dealer, please contact the LGEUK Customer Support Team.
It is vital that you have the following information when you call:
  • <LI class=MsoNormal style="mso-list: l0 level1 lfo1; tab-stops: list 36.0pt">Model Number <LI class=MsoNormal style="mso-list: l0 level1 lfo1; tab-stops: list 36.0pt">Serial Number <LI class=MsoNormal style="mso-list: l0 level1 lfo1; tab-stops: list 36.0pt">Date and place of purchase
  • Nature of your enquiry

The LGE Customer Support Team can be contacted as follows:
For all Consumer enquiries
Line opening hours
Monday –Friday 09:00 to 20:00,
Saturday 09:00 to 18:00,
Sunday 10:00 to 16:00
Phone
0870 873 LGLG(5454)
(National call Rate)
E-Mail
www.lgelectronics.co.uk, then select “CONTACT US”
Fax
0870 872 7337

Warranty Period
Most products are warranted for a minimum of 12 month, covering parts and labour
(Subject to conditions as stated in the documentation supplied with the product).
Some products carry longer warranty periods as detailed in the table below

Product Category
LGEUK Warranty Period
TV, VCR, TV/VCR
12 months
DVD, Home Cinema Systems
12 months
Monitors (LCD & CRT)
36 months
LCD TV
12 months
Microwaves
12 months
Washing Machine, Washer Dryers, Dishwasher
24 months
Vacuum Cleaners
12 months
Refrigeration
24 months
Plasma / DLP
12 months
Optical Drives
24 months
Air-Conditioning
Please contact your supplier for details

Extended Warranty
If your product is covered by an extended warranty,
you should contact the retailer or insurer from whom the extended warranty was purchased.

Product Purchased outside of the UK
In case of warranty service being required to product purchased outside of the UK
and subsequently imported into the UK, please contact our Customer Support Team
using the contact details shown above.
We will arrange wherever possible to repair within the UK, but in exceptional circumstances
It may be necessary to return the product to the country of sale.




Comet are currently selling to fridge /freezer that I bought for £499
http://www.comet.co.uk/cometbrowse/p....do?sku=323926
That may be similar to yours?
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Last edited by coolagarry; 14-01-2008 at 2:50 PM.
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# 9
Helix
Old 14-01-2008, 3:14 PM
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Did they not state the model number they would replace it with. When our washing machine broke down under the 5 year guarantee they sent us a letter saying we were entitled to a replacement and stated the model number of the replacement we could order. Then we just had to go to our nearest store and order it.
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# 10
chrissiewants2save
Old 14-01-2008, 4:05 PM
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Still ongoing. We have reached a dead end with the store.:confused: My husband is on the phone as I write. They did offer us the one for 499 but ours doesn't have an ice/water dispenser. Whilst it's a good feature for some we need the freezer space that it takes up.
Thanks all. I'll post soon.
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# 11
jammiev
Old 14-01-2008, 7:02 PM
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read all about YOUR RIGHTS in this thread!

http://forums.moneysavingexpert.com/....html?t=681039
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# 12
chrissiewants2save
Old 14-01-2008, 9:21 PM
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Comet will give us a replacement but the store manager will not process it as she will be heavily discounting an item. I will now be writing to Comet, i have sourced the directors names. I will also contact LG regarding their warranty. After all, if they do have a 2 yr warranty, we would never have bought an extended guaranty. I've got quite a few things to mention in my letter so will have to carefully phrase it. Post soon. THank you again.
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# 13
chrissiewants2save
Old 18-01-2008, 1:53 PM
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Default LG guarantee

I have contacted LG customer services. It would appear that Comet and other places 'buy' the warranty of them therefore the 2 yr does not apply. Now set to write a long letter. It's a good job it's still working (at the moment). Please don't forget me!
x
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# 14
chrissiewants2save
Old 18-01-2008, 4:46 PM
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Default Hope and keep fingers crossed

After the last post I saw the same fridge freezer online at Curry's, 429 and free delivery. Early in this fiasco there was mention of a refund. Anyway my husband telephoned Comet, we went into the store and got a full refund. Catch- my credit card had changed so I'm waiting for a head office cheque and the warranty cheque back. However, I have all the paperwork to say this. I didn't get the refund minus pro-rata use of product or warranty. Refund included delivery charge as well. total - 649.33 So, fingers crossed, it's sorted pending cheque delivery. However I will still be writing to comet to complain about this fiasco and never taking my business there. Well, maybe one day.
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# 15
cte1111
Old 19-01-2008, 2:31 PM
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Default Well done

Congratulations on sorting this out. It's a nightmare isn't it? It seems like you got worse service because you had purchased a further guarantee!

Glad you managed to get there in the end, fingers crossed that the cheque turns up soon.

My partially sighted grandmother ordered a fridge freezer from one of these stores, and they failed to deliver on the day they had stated. She's really desparate without it, as she relies on ready meals in the microwave, and knowing exactly where her milk is, etc. When they eventually delivered it 4 days late, it turns out that the door was not reversible, as she had been told, so she couldn't fit it into her kitchen. A fortnight later she's still without a fridge freezer, despite everyone's best efforts. A friend has lent her a small fridge which is now in her spare room. But it's so hard for people like my gran to fight for their rights, so I'm glad that you stuck to it and have got there in the end.
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# 16
DocProc
Old 19-01-2008, 4:09 PM
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So how long should an expensive kitchen appliance be expected to last?

Just ONE YEAR?

Definitely not!

After reading the stuff on the link below, you might begin to question whether you really need to pay extra for an Extended Warranty, anyhow.

It explains how you've still got Consumer Rights under The Sale of Goods Act after the Guarantee runs out. Importantly, it also tells you what to do about things if you get a problem:-

http://www.guardian.co.uk/money/2006....howtocomplain
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# 17
ohreally
Old 19-01-2008, 7:56 PM
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Quote:
Originally Posted by MarkyMarkD View Post
If you hadn't purchased an extended warranty, you would be negotiating this with the manufacturer.

You sure about that?
There is no contractual agreement between the manufacturer and the end user.The retailer bears the responsibility in law with a remedy through the court if required.
Imagination is a mental faculty that serves as a coping mechanism for those who can't or won't accept reality - unicorns and dragons and wives who don't nag, are all figments of the "imagination".
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# 18
chrissiewants2save
Old 19-01-2008, 8:19 PM
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Thanks for the replies. I thought the contract was between me and the retailer, comet. Yes, i also read the information of how long should an appliance last. I really don't understand why retailers think they can pull the wool over peoples eyes- thing is they know some people will just accept things and its a shame.

I hope your grandmother gets sorted soon. Even if you get it sorted still write a letter of complaint.

We went to currys one boxing day many years ago. We went to purchase a telly in the sale. Guess what- they didn't have it in stock! Anyway, a disgruntled employee told us a couple of secrets and that it was never available at this store, despite the advert not saying it was limited stores. Anyway, we was really p****d so my husband wrote to some managing director (name from the corporate website). We were sent 50 of vouchers. We managed to spend these on computer accessories such as ink, photo paper etc...
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