Advise for repair/replacement for tomtom with comet

Vestra

Hi I was wondering if anyone could give me any advise on this situation please, I am having difficulty getting my tomtom repaired I will just c&p the email I sent to comet first and hopefully that will give you the gist of this

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REF: xxxxxxxx


I am typing this email to let you know how dissatisfied I am with the 'customer service' I have received from your company. I have been a long time customer buying nearly every electronic item for my house and business from your stores for the last 10 years I dread to think how much I have spent. One of my purchases I bought a tomtom 720 on the 26th of December 2007, back in march this year I sent it away to get repaired as the unit kept cutting out and the speaker doesn't work well (it is very crackly).

I received it back from repair about a month later and it was working fine until recently the same problems happened again. So I went back to your xxxx store on the 30/11/2008 to get it sent off again. I went to the customer help desk and waited behind someone else, there was nobody attending the desk and when I asked if someone could serve us I was told everyone was busy at the moment and we would be served shortly we waited about 15 minutes and during that time many of your staff did finish serving customers and putting through sales and they just went on again and again serving customers that had arrived after us. At this point we went to the tills when I arrived and waited in a short queue to be served at one till I was told he couldn't help and I would have to queue at another till.

Eventually I was served and I got the unit was getting booked in, I explained I needed it back for christmas as we are going away to family and not sure where there new house is so needed the tomtom back before we left which is tuesday the 23rd of December, I was told not a problem at all I would have it back for the 13th of December great I thought. So along comes the 13th of December I make my journey to the comet store to pick up my tomtom. Again I experience the pleasure of nobody wanting to speak to anyone not buying anything and eventually spoke to someone and they said because of the time of year it will take another week fair enough I thought I still had time.

Along comes today the 20th of December so I go back to the store to collect my tomtom, I had the usual story of "I'm not authorized to access the repairs database".... someone then served me and said it is still at tomtom, I didn't say anything and just left the store. When I got home I decided to call your complaints department at 16:08 and spoke to one of your members of staff in the complaint department called "xxxx xxxx" I did ask for his extention number but was told he doesn't have one. I explained the whole story to him and asked if he could help me, but I was only told that the store would help me, not wanting to sound rude I asked him what the point of his department was if he just refers me to the store. The conversation went round in circles as the advisor would not help me or even apologize for the poor service I received, I asked him if I would have the tomtom back for Christmas like I was promised ... he couldn't tell me. I asked if he could call me back on monday once he calls tomtom to find out what's happing .... I was told no again.

I am extremely unhappy with the after sales service I have received and if I don't hear that I will have my tomtom before Tuesday the 23rd of December I will be in the store on monday returning the christmas gifts totaling over £400 and buying them from Currys next door, and I will never ever by from Comet again.

I look forward to hearing from you

xxx xxxxx

I was then referred to the store manager who called me on monday he then told me that the unit has never actually left the store and is still sitting in the back. He then asked me to leave it with him and he called me back saying that the software was not up to date and this would be the problem I told him to check and see that the software was actually up to date, he realised it was but protested that it wasn't sent off because the software was never up to date and that someone has now updated it??

The store manager now tells me that tomtom are willing to accept it to repair it again, however I don't find this satisfactory as I asked for it to get repaired back march when they did fix it temporarly but the exact same problems happened again. I then went in on the 30/11/2008 to get it sorted and for them not to do anything with it is really bad customer service, and if they send it off again it will just take another 30 days or so to get it back.

When I speak to him this afternoon do I have any grounds to demand a replacement from him or do I have to accept him to send it off for repair again, as I think they are not doing this within a reasonable time.

Sorry if this was a bit long winded and if you need any further info please ask any advise is much appreciated.