Comet, please repair my 2 day old washing machine!

webmasterpolo

Now theres an idea! :-)

[Deleted User]

If you paid with a credit card then start a dispute via the cc company. Comet will not want a dispute and will resolve the dispute to your satisfaction
I have done it twice via smile and it has been an excellent route when I was getting no-where (not with comet but with another company)

webmasterpolo

I've done that before with a different company and credit card and got no where, I guess it depends on which ones you are dealing with.

Found out that Comet are owned by a big European Elecritical company called Kesa, check out their corporate site here:
http://www.kesaelectricals.co.uk/europe.aspx?m=8&mi=43&title=Group+Portfolio

Amusingly their corporate slogan is "best price, best choice, best service" they obviously don't rate the third one very high on their agendas.

-Web

webmasterpolo

I bet after reading my first post you didn't think it could get any worse did you?

Well it did!


The investigations dept did call me back on Monday (at the wrong time so I had to call them back) and arranged another repair for Saturday 17th, eg today. In fact she had the service manager himself book it in as a priority apparently.

Got a receipt this morning from Comet as they charged me credit card back the amount to cancel the refund they gave me that they shouldn't of.

Engineer called this moring (Saturday 17th) as arranged and said that the parts from last weekend hadn't been re-allocated to the new job and had been used by someone else.

He had one part but not the other one, told him to come anyway and leave me the one part (in case the same thing happpens again) and then order a replacment.

Got on the phone to HQ again and spoke to same girl in investigations. Agreed the parts should of been allocated and it should of been fixed today. Suggested that she sends the engineer to a local store and removes the needed part from their display model and fits it on mine today and lets the store wait for the part. She refused as the store wouldn't authorise this! I've already been waiting 6 WEEKS!

After a lot of prompting and complaining she agreed to call the parts department on Monday (closed at the weekends of course) and find out how quickly they can get the part to me. Then she will call me back on Monday.

So Comet you are doing a pretty appalling job, yet again even after all the hassle and broken promises last weekend and the promises for resolution this weekend, you have again spectacularly failed to deliver!

The saga continues...tune in on Monday for the next part.

-Web

Mark7799

So did anything happen yesterday (Monday)?

webmasterpolo

Investigations did not call me back so I had to call them. They said they had passed the buck to the service department who would call me and let me know when the part woudl be in stock and call me again when it was in stock to arrange another (5th) service visit.

Stated that I was not happy about the length of time and the amount of messing about, this was rebuffed with you can have the refund or the repair, take it or leave it.

Great!

Do you think I should just call the manufacturer and get them to come and fix it? Probably be quicker than waiting for Comet. Although I would then feel like I am letting them off the hook. So annoyed they don't seem to care at all, not at all, about the fact they have let me down repeatedly and failed to repair the machine on 4 occassions already! Tried to get her to take the part from a display model or from anywhere but she refused. Tried to get a priory delivery for the ordered part but refused as it wasn't possible.

Service did call to say they don't know when the part will come but will let me know.

Chances of them remembering to call me when they have an ETA are slim, and chances they will remember to call me to arrnage a service visit when it arrives are slimer. Besides it won't happen until after xmas now I expect cause they will all be shut down I expect.

Annoying thing is I bought a wide screen TV, Fridge Freezer and this washing machine from them in the last 3 months and they don't give a toss!

Furious at Comet!!

-Web

Mark7799

Given the way they've dealt with you so far, wouldn't it be worth taking a refund and going somewhere else for a washing machine?

bonnie_2

you are best if anything goes wrong to ring the manufacturer so far i have had a new
kettle and half a new hoover. dyson amd morphy richards are fantastic and you get the bits within days.
ok comet sold you the machine but the guarantee is with the actual company, bet you get surprised when you call them i did.

webmasterpolo

I got a £250 discount on this machine from Comet (side is scratched) so I really want to keep this machine. They have already refused to replace the whole machine and laugh if I suggest they should pay the difference between this and a new one.

Annoying thing is after the first repair failed the second one I booked a repair with themanufacturer and with Comet and held out until about 3 days before then checked with Comet they were def. going to do the repair so I cancelled the manufacturer. Typical. I know next time I will be going straight to the manufacturer.

Got a phone call from Comet just now (23/12) and they will be getting the part on Tuesday next week (27th) so another (5th) repair is now schedule for the 29th between 8am and 1pm.

Shall we take bets on whether repair attempt number 5 will happen and fix the issue?

-Web

webmasterpolo

Repair attempt number 5 was successful.

It only took them 53 days!

Will now start on my letter to Comet. Does anyone know the name and address of the CEO?

-Web