Comet appliance insurance problem

savingup80

Hello,

If anyone has been in a similar situation I would appreciate advice as I draw up a letter of complaint to Comet (electrical retail store).

I purchased a washing machine in Dec 09 and also bought a 4+1 year warranty. This is on the receipt as charged along with the price of the machine. However, in January 10 I received a letter from Comet saying that my manufacturers warranty was about to expire and to advise that I purchase insurance plan.

I called them up last week (as I've been away and had no reason to think their letter was of this sort) to ask why I had been sent this given that I purchased a plan already. They said they had no record of this and I should contact domestic and general (who provide their protection/ins plan). I called D & G and they said they had never recieved anything from Comet saying that I had purchased the insurance with my product. Comet are refusing to honor the insurance plan and said it must have not been sent to D & G!

In addition to the receipt from Comet showing I purchased it. I also have a receipt like paper titled "Certificate of Insurance Total Product Cover" indicating that the insurance starts on 31/12/2008 and expires 30/12/2013 and giving the policy number.

Obviously this is unbelievable, but I wondered if anyone had any advice of what to say re: my rights when writing to them.

Thank you for your help in advance,

papalaz

Can i just check, its definately comet that you have been speaking to regarding the policy? Its just that the letter you received is automatically generated by D&G and they often dont check if there is a policy in place. I work for a manufacturer of washing machines and i've seen many mix ups because of this. I cant see how they can argue if you have a policy number on a receipt, try ringing comet service on 0844 800 9595 as if you are booking a repair. They should clarify what going on. (apologies if you have already done this)

paulofessex

Not saying you would but dont let those orignal documents out your sight, take photo copies so if the store or D&G want to see them they can have a copy

Comet_company_representative

savingup80 wrote: »

Hello,

If anyone has been in a similar situation I would appreciate advice as I draw up a letter of complaint to Comet (electrical retail store).

I purchased a washing machine in Dec 09 and also bought a 4+1 year warranty. This is on the receipt as charged along with the price of the machine. However, in January 10 I received a letter from Comet saying that my manufacturers warranty was about to expire and to advise that I purchase insurance plan.

I called them up last week (as I've been away and had no reason to think their letter was of this sort) to ask why I had been sent this given that I purchased a plan already. They said they had no record of this and I should contact domestic and general (who provide their protection/ins plan). I called D & G and they said they had never recieved anything from Comet saying that I had purchased the insurance with my product. Comet are refusing to honor the insurance plan and said it must have not been sent to D & G!

In addition to the receipt from Comet showing I purchased it. I also have a receipt like paper titled "Certificate of Insurance Total Product Cover" indicating that the insurance starts on 31/12/2008 and expires 30/12/2013 and giving the policy number.

Obviously this is unbelievable, but I wondered if anyone had any advice of what to say re: my rights when writing to them.

Thank you for your help in advance,

Hi savingup80,

My name is Andy and I’m from Comet.

I am sorry you received a letter from our warranty partners, Domestic and General to take out an insurance plan, when you had already bought an extended warranty from Comet. As this information is sent electronically there must have been an error in the information provided to them and they therefore, would not be aware of you taking out an extended warranty policy with ourselves, for which I apologise.

However, when you called Comet to question this, the information should have been readily available for them to check and confirm the product cover details.

Having checked our internal systems I believe I have located your information, and it would appear that we have been in e-mail contact with you today to confirm that you have a valid extended warranty with us which expires on the 30th December 2013. I have also forwarded an email to the relevant manager concerned so that they can investigate into why you were incorrectly advised in the first place.

If you do have any further queries or concerns please contact us via email using the below link:

http://comet.custhelp.com

Andy

savingup80

Thanks Andy, I appreciate your help in helping me solve the matter quickly. But I must say this is a little scary that you located the message here and then my file, and you were the person that dealt with my email at Comet. :undecided

dacouch

savingup80 wrote: »

Thanks Andy, I appreciate your help in helping me solve the matter quickly. But I must say this is a little scary that you located the message here and then my file, and you were the person that dealt with my email at Comet. :undecided

Luckily for you Comet only sold one washing machine in the whole of December 2009 in the UK so it was very easy for Andy to find your details

Comet_company_representative

savingup80 wrote: »

Thanks Andy, I appreciate your help in helping me solve the matter quickly. But I must say this is a little scary that you located the message here and then my file, and you were the person that dealt with my email at Comet. :undecided

Hi SavingUp80

As you had stated in your post on here that you had been in contact with us, I checked our incoming emails to see if we had an email of similar nature around the same sent in to our Customer Services department.

I located an e-mail regarding a warranty issue sent around the same time as your post on here and as the information was very similar, I assumed it was from yourself. I am sorry if this caused you any concern though, it was purely using our systems and being able to identify similar information as to why I was able to obtain your details.

I am pleased to note that the matter has now been resolved for you and should you require any further information please do not hesitate to contact me.

Many thanks
Andy

Morty_007

I'd say thats great customer service actually!!

McKneff

Big thanks to Andy from me. I am a big fan of Comet, never had a problem
with customer services and have always been impressed with their product knowledge.:T