How would you handle this situation (returning goods)?

tollanarama

Hi,

I don't want to bore anyone with too many details so:

Bought £1000 TV from Comet (yeah, i know!!) 3 weeks ago.
Picture to dark when hooked via component cables to DVD (got free with TV!!).
Contacted TV manufacturer - they said sounds like a fault with the inputs on TV but can I hook DVD player to another TV just to check.
Took DVD play to Comet - they DID hook up DVD player to display model - picture was fine!
I said I want an exchange of TV - no refund just exchange.
Wait for it.... assistant sucks in teeth " I need to speak with manager!"
Assistant comes back - "Can't exchange, need engineer to look at TV!!"

I didn't bother to lose my temper, so I went home and phoned Comet - engineer is to come out on Monday.

Now, I'm concerned as I've read many horror stories about Comet-I just know the engineer will say there is nothing wrong with TV - there is, even the manufacturer says there is, although the manufacturer says it cannot help.

What shall I do - shall I take the TV back to Comet with DVD player and get them to compare mine with theirs and demand to speak with the duty manager and ask for an exchange (after all the TV & DVD are less that 28 days old)?

Do you think this will make a shred of difference?

Any thoughts would be most welcome...

Heath_Robinson

Why don't you wait and see what the engineer says before getting too wound up with them?

It sounds like an easily demonstratable fault so I'm not sure what you're worrying about.

What happens if you connect the DVD player to the TV using another type of connection?

rchddap1

Here is their returns policy as per their website:-

What is Comet’s returns policy? Answer A full refund or an exchange of equal value if preferred, is guaranteed for customers returning unopened products within 28 days of purchase or delivery. Under distance selling legislation, any opened products purchased via our web site or telephone are also subject to a 7-day exchange or refund.

Faulty products within the Manufacturer's guarantee period will be repaired for free by a Comet approved engineer.

If you are returning a faulty portable product, you should return it to your nearest Comet store, which will arrange for the product to be inspected. If the product is faulty, the store will explain the various options available to you.

If you wish to return a large item, you should contact Comet customer services for help and advice.

If you require further help or advice, please contact us in one of the following ways:

1. Use the Ask a Question facility on this site, click below. We will endeavour to answer these questions within 24 hours.

[URL="javascript: void window.open('http://comet.custhelp.com/cgi-bin/comet.cfg/php/enduser/ask.php', '_blank')"]http://comet.custhelp.com/cgi-bin/comet.cfg/php/enduser/ask.php[/URL]?

2. By calling our Customer Information Centre on 08705 425 425.

Mon - Fri. 8.30am - 8pm
Saturday. 8.30am - 6pm
Sunday . 10am - 5pm

tollanarama

Thanks for the replies!

I'm only asking as I don't want to get wound up - I'm not that sort of guy!!

I suppose I just scared meself by reading about other people's trouble with Comet!

I'm just thinking that without a direct comparison (i.e. comparing the faulty and OK TV together) the engineer will think it's just a subjective matter; this is why I was wondering if it was a good idea to take the TV back to the store.
Also I'm sure that Comet will say they will try to repair the TV, rather than an exchange - I don't want to be without the TV!!!

Heath Robinson - If I connect the DVD via SCART or composite the image is OK (blacks look OK!). Of course I want to use the component inputs to get best quality picture with progressive scan (can't get this thru SCART!!)