Comet - rubbish after sale service

cazzer

I received a letter from Comet advising that my Samsung Fridge Freezer was part of the recall of faulty appliances. I arranged a visit from them to resolve this issue and on 19 February a 'representative' from Comet arrived to fix the problem. Up until then I had not had a minute of bother with this appliance and really loved it. However, after 30 minutes the representative (so called as he was not a qualified engineer) managed to damage my appliance beyond all repair. A qualified engineer then appeared to try and repair the damage but advised no as he had blown the motherboard and damaged the compressor beyond repair. I was told to go and get another one which I did. In the branch they advised that I had paid £699 + £50 delivery and could either buy something to that value or have a replacement, which was now priced at £999. I fancied an LG at £819 and thought that as it was cheaper I would be allowed that, but no that was not allowed! I then tried to claim for £180 of ruined food but was told no we compensate by cubic feet and you can have £120 and nothing for your fridge contents as they are perishable anyway! I have emailed the managing director to advise of this and am awaiting his reply before I take my next course of action. Thank you Comet!

UK2010

cazzer wrote: »

I then tried to claim for £180 of ruined food but was told no we compensate by cubic feet and you can have £120 and nothing for your fridge contents as they are perishable anyway!

You could store all your fridge stuff outside this time of the year and it would be fine. I put stuff in the shed if I run out of fridge space in winter!

inca_2

To be fair, they were offering you the replacement (which was more) or something of equal value to that which you originally paid. I understand that you have been inconvenienced by what happened but these things can happen and it looks like the company dealt with it well and offered you a fair solution. The only reason you were offered the one at £999 would have been because it was the same as the one you had (if I have read correctly) so you would not have been in a worse position, therefore, it's either take that or take something of equal value to the amount you originally paid. Sounds pretty fair to me to be honest. It's difficult to comment on the amount offered towards your freezer food as I don't know the size but I don't think I could actually fit £120 worth of food in my freezer! As I said though, it's all relative as you could have had masses of freezer space compared to mine for all I know.

happycoziam

I would just like to thank the site and it s users.
Having bought a washing machine from comet last september.
I was very concerned and unsure as to what cause of action to follow.
My washing machine had broken down no fewer then 3 times in the space of 3 months, and as reported by your members I got very little after care service whatsoever, all I was offered was numourous repairs.
As advised I e mailed Hugh Harvey and bingo 3 weeks later I now have a new washing machine sat in my kitchen.
What a Result.
Thank You everyone.
xxx
Coral

Gunarysarge

happycoziam wrote: »

I would just like to thank the site and it s users.
Having bought a washing machine from comet last september.
I was very concerned and unsure as to what cause of action to follow.
My washing machine had broken down no fewer then 3 times in the space of 3 months, and as reported by your members I got very little after care service whatsoever, all I was offered was numourous repairs.
As advised I e mailed Hugh Harvey and bingo 3 weeks later I now have a new washing machine sat in my kitchen.
What a Result.
Thank You everyone.
xxx
Coral

Good result there Coral:T
But at store level their after sales policies of no refunds or exchange suck.

dinksy_2

on 10th october I reported a fault on my samsung washing machine and a repair was arranged for the following Thursday,however on the Wednesday night I was twlwphonwd and advised the part had not haaived and I would bwe contacted in due course.I have spent renainder of time till now telephoning and e-mailing comet to try and find out was is happening and all they can sya is that they are waiting for the part.they say it can only be obtianed fromn their regular source despite me sourcing it elsewhere and telling them that.
there is no eta for the part and the only way I get information iby asking them,They will not phone me back or keep me informed,their after sales team and service centre is an absolute shambles and a complete joke as is their "complaints" dept.there is never anyone in authority to speak to on the people who are programmed to deflect your questions and stonewall you
NO MORE COMET after this matter is reolved,hopefully by the new year

Comet_company_representative

dinksy wrote: »

on 10th october I reported a fault on my samsung washing machine and a repair was arranged for the following Thursday,however on the Wednesday night I was twlwphonwd and advised the part had not haaived and I would bwe contacted in due course.I have spent renainder of time till now telephoning and e-mailing comet to try and find out was is happening and all they can sya is that they are waiting for the part.they say it can only be obtianed fromn their regular source despite me sourcing it elsewhere and telling them that.
there is no eta for the part and the only way I get information iby asking them,They will not phone me back or keep me informed,their after sales team and service centre is an absolute shambles and a complete joke as is their "complaints" dept.there is never anyone in authority to speak to on the people who are programmed to deflect your questions and stonewall you
NO MORE COMET after this matter is reolved,hopefully by the new year

Hi Dinksy,

My name’s Matt and I’m from Comet.

I was concerned to learn of the problems that you are experiencing with the repair of your Samsung washing machine, and that despite previously contacting us, you have not been supplied with an eta for the part required to complete the repair. This is obviously unacceptable, as well as the fact that you have been left to do the chasing.

Under any circumstances we should be calling our customers back where it has been requested and the colleagues should always pass issues onto a manager if they are unhappy with the information that is being offered to them and I am sorry we have failed to escalate the matter to a manager on this occasion.

I would like to investigate this matter further so that not only can I try to resolve your particular issue but also look into who you have been dealing with previously and why your requests have been ignored. These will then be forwarded to the relevant manager so that the appropriate action can be taken. Therefore, if you could please send me an e-mail at the link below which includes your purchase details. Please quote your forum username ‘Dinksy’ when sending your e-mail in.

https://comet.custhelp.com

Thanks

Matt

larryjlambkat

I know exactly what you mean with problems with Comet and washing machines. Having an utterly farcical time with them myself. I've been without a washingmachine for well over a month now, had wo different repair men out to fix it, it has now been written off and i'm (still) waiting for a replacement code to be sent to me 2 weeks after it was written off. I've complained in person numerous times in my local store where i bought the apliance, tried using their website, contacted their customer services by phone and the warranty office. I keep being assured its in the post (and no the snow has not been affecting my local postal service, everything else has been coming through fine) and still not got my replacement machine!!!!!!!! Its driving me mad and i'm now looking in to taking it to a small claims court coz i'm bashing my head against a brick wall with Comet. They just will not sort out a replacement despite the fact i am covered by an extended warranty. You can bet they won't be offering compensation for all the inconvenience this has caused (days off work waiting for repair men, money wasted on phone calls, money spent on having to take washing to laundrettes, etc). Utterly ridiculous. Never use Comet people and never ever bother getting their extended warranties. Its not worth the paper its printed on coz they have no intention of honoring any of it.

bridmorgan

Please can someone help please!!! We had a TV bought for us on the 14th December 2010, as a Christmas present so received it on the 25th December. By the first week in January the TV was not working correctly and the sound was breaking up on analogue TV, Freeview and sky. We packed the TV up and took it back to the shop, to be told Comet have a 72 hour rule, whereby they believe a TV will go wrong in the first 72 hours of purchase, bearing in mind this was present, we were told that the buyer should of tried it within 72 hours. Therefore the only option was to get an engineer to look at the TV. After complaining that we had never heard of the 72 hour rule we had no option but to leave our TV. 1 week later the engineer came to the store and said there was no problem they needed to send it away. We had our TV back 2 weeks later. Now the TV has decided to turn itself on day or night tried to complain to the after sales team again, promised a call back yesterday and still nothing. Have emailed Hugh Harvey several times with no emails or communication back. Please can someone tell me where we stand please. Firstly with the 72 hour rule, secondly being without a TV again for several weeks. Comet have had our TV more than we have!!!

Thank you

CoolHotCold

I believe you would of been better making a new thread rather then bringing a old one two years old back.

I'm unsure about Comets take on reasonable timeframe, but it is unreasonably low, the Sales of Goods Act allows consumers a reasonable timeframe to inspect the goods and reject for refund/replace/repair (up to the consumer without significant loss to the retailer usually not a issue as its about a month for most things). I certainly wouldn't be happy with only 72 hours to inspect a TV especially if it was a present. (But if it was purchased on the 14th of december and brought back into store in january thats cutting it close anyway).

It all depends on what Comet decide is a continuing fault, as they should repair (outwith the inspection time) without causing "Significant Inconvenience". A TV is a luxury item so I wouldn't call it being away for a month significant inconvenience but bad customer service.