Comet - rubbish after sale service

MrXYZ

I have posted a letter that I sent to the store manager of Comet last week, I am still awaiting a reply. If you have a read through the letter you will see my predicament. The problem is now that I can't be in the house tomorrow, I have to be at work, so again no TV. That's if they even have the parts yet! Please can anyone give me some advice? I really think I should have been given a refund or a replacement.

Your thoughts please:



*************************************************************

4TH June 2009

Dear Sir or Madam,

On the 26TH December I purchased a Goodmans LCD Television from Comet in Shirley, Solihull and the price of this television £299.

Five months after purchasing this Television it failed to work because of a hardware failure. I reported this to Comet, Shirley on the 19th May.

On the 21st of May an Engineer (**********) attended the house and said that the television required two new parts. When the Engineer was questioned regarding the price of these parts he replied approximately £300.

I received a receipt for the visit and I was given a return visit date of the 30th May 2009. The Job number is *******

That evening (21st May) I returned to the Comet store and said that I thought it was unacceptable that a television purchased only five months ago would undergo a technical failure and that the cost of the repair was the same as the purchase price. I also made the Customer Service representative aware that I was now without a television.

On the 27th May I received a telephone message confirming that an engineer would visit the house on the 30th May to repair the television.

On the 30th of May, I waited in the house all day. I was told that the Engineer would call me one hour before coming to the house but no one turned up. There was no communication from Comet to inform me that the Engineer would not be arriving. This was very inconvenient for me because I had to cancel prearranged plans and I believe this was extremely poor customer service from Comet.

I visited the Comet store on the 31st of May and I informed the Customer Service representatives that the Engineer failed to attend the appointment the previous day. I received no explanation as to why this happened. The Customer Service team contacted the Comet Service team and I was then informed that the Engineer would repair the television on the 5th June.

On the 3rd of June I receive a telephone call stating that the repair may not take place on the 5th of June because the parts are unavailable. I was also informed that I would receive confirmation on the 4th June.

The following day (4th June) I receive a follow up telephone call saying that the Engineer would not be repairing the television on the 5th. I appreciated the call because at least I was informed before taking annual leave at work unlike the previous occasion; however I remain without a Television.

I am now told that the Engineer will be repairing the Television on the 10th June, four weeks after I originally reported the problem.

I am also being penalised financially by having a subscription to Setanta Sports but being unable to view any of the channels due having no Television.

I believe that I have been treated very unfairly by Comet and that a replacement television should have been issued, especially when the cost of repairs was the same as the price of the Television. I only had this television for five months and purchased it in good faith from Comet.

I look forward to hearing from you as soon as possible regarding this matter.
*************************************************************

Well that is the letter and I am still waiting to hear, even though I hand delivered this to the store.

I would not buy anything from Comet again.

scrimping_student

I emailed hugh.harvey@comet.co.uk about a complaint i had with them. This was dealt with by the second line complaints department. You could try them, they was quite good in resolving my complaint. I hate comet used to work for them, i wouldnt trust even hand delivering anything, they just lie and say they havent recieved it. If you need to write in make sure its recorded. For some reason they seem to repair everything, apart from things there not allowed to touch e.g apple, vax, dyson.

KILL_BILL

if the cost of repair are equal or exceed the value of the tv then its beyoiund economical repair

cleary even though you have had it only 5 months it is going to depreciate in value a little so they should have given you a new tv or given you a refund

give them a 14 days to resolve letter or you will take them to small claims court.

MrXYZ

Scrimping student - You are a star!!!

This morning, I phoned the Comet Service team at 8:30am. They told me they would not be fixing the television today and that I would have to wait another week, until the 17th June!

I was friendly to the lady that I was talking to on the phone; however it was like talking to a pre programmed robot that was far from helpful. I even felt that I was the one at fault mainly because of her attitude, at fault for purchasing a television only for it to require major repairs after only five months and expecting not to wait 5 weeks, having engineers not turn up to appointments etc.

When I got into work I decided that I would email the person that ‘Scrimping student’ advised me to on this forum, although at the time I was unaware of exactly who I was contacting.

I emailed a copy of the letter that I sent to the store manager who I never received a reply from, I also highlighted that fact and I explained what happened this morning and pointed out that I would have to wait another week, 5 weeks without a television.

Then this afternoon I had a missed call and an answer machine message on my mobile phone from the Directors office of Comet, apparently I had emailed directly the Managing Director of Comet (thanks Scrimping student!!!) and they have asked me to contact them. Unfortunately I was unable to do so today but I will give them a call tomorrow.

Then when I return home from work I had a message on my house phone too, amazingly all of a sudden the Comet Service Team decided to contact me and offer me a replacement on the Television at 2pm.

I will let you know how I get on tomorrow when I speak to the Director.

This has restored some of my faith in Comet, well the senior management, well it will once I have a television that works! It is just a shame it had to take five weeks of banging my head against a brick wall and had to be escalated to such a senior level and that the manager of a store could not or would not solve the problem.

All I ever wanted for a television that worked. I was not out to cause problems etc and never once was rude. I am glad that the senior management of Comet do take action; I only hope that the managers at a ground level receive training so that such matter does not need to be escalated to such a high level by customers in the future.

Thanks to all of you for your input

J

scrimping_student

Glad you have almost got it sorted. Forgot to say in my post Hugh Harvey is the MD of Comet, so it goes to the top people to deal with the complaint. I love it when people get a result against Comet their policies are ridiculous sometimes!
Enjoy your new t.v

TateQueen

I myself am having issues with Comet now...

I ordered a washing machine from them yesterday online (1st time I've ever ordered / shopped with them) which was arranged to come today... it arrived - it was the wrong machine!

I refused the order as this is not what I ordered. I've spoken to Customer Services, who put me though to someone else who was trying to get though to the depot - who they can't reach....

Someone is supposed to call me back today to confirm what's going on - in the meantime, it's been a wasted day. They don't seem to have a complaints section online and I'm getting rather frustrated at the whole thing...

TateQueen

I've just emailed the address that was listed earlier in this thread as their appears to be no online order customer complaint section on the website.

Storck

TateQueen - at least give the a chance to sort out the problem. It could easily be a genuine error that someone has put the wrong machine on the van, and the phone could have been engaged etc. I know it is a wasted day but sometimes these things happen.

TateQueen

I think the rude treatment I got from the last person wasn't really what I expected...

Anihilator

Tbh no wonder their being rude. Give them more than 5 minutes to sort it.

Comet_company_representative

TateQueen wrote: »

I myself am having issues with Comet now...

I ordered a washing machine from them yesterday online (1st time I've ever ordered / shopped with them) which was arranged to come today... it arrived - it was the wrong machine!

I refused the order as this is not what I ordered. I've spoken to Customer Services, who put me though to someone else who was trying to get though to the depot - who they can't reach....

Someone is supposed to call me back today to confirm what's going on - in the meantime, it's been a wasted day. They don't seem to have a complaints section online and I'm getting rather frustrated at the whole thing...

Hi TateQueen

My name's Phil and I'm from Comet.

I was sorry to note the problems that you have experienced with your washing machine order.

In regards to contacting us via our website, you can use our 'Ask a Question' e-mail service. This service can be used for general e-mails as well as complaints and we respond to all e-mails within 24 hours of receipt.

In regards to your order, I understand that you have been in contact with us and this matter has been resolved. I do hope that you are happy with your new appliance.

Thanks
Phil