I'll never buy from Comet again - health warning

chalytitch

Mrs C and I went to Comet to take back my netbook which had a faulty screen (harward problem) and the following dialogue ensued:

Us: I'd like a refund please as this is only 7 months old and is faulty

Sales manager: we can't do anything about that, you'll have to call Samsung

Us: But you're the retailer, we bought it from you

(a bit later)

SM: Alright, we'll take it for you and we'll call Samsung. You might get it repaired or you might get it replaced

Us: I don't trust the product any more, I'd like my money back. And I don't trust your repair process as you tried and failed to repair my microwave last year, so what hope is there for my laptop?

(a lot, lot later)

(upgrade to) Store manager: You've got two options: either take the netbook away with you or we'll contact Samsung for you. Or if you won't leave the store I'll have to call the police.


Now neither I nor Mrs C have ever experienced a customer service conversation that ended with "I'll call the police." Absolutely gobsmacking after what we thought was a level-headed conversation. What a stunning finale!

Clearly instant profit is more important to this organisation than customer satisfaction or lifetime customer value. And we were late for our restaurant booking.

So, a health warning from us: don't buy anything from Comet as the "guarantee" isn't worth the paper it's written on. I'm off to John Lewis next time!!

Now, to the question - can I demand a refund or do they have me by the short and curlies?

McKneff

I have always had excellent customer service, and have always praised them
for their product knowledge.

I think you havent done enough research about this before you took your item back.

No, sorry, after 7 months you are entitled to a repair or a replacement only.

Mankysteve

You can only demand a refund if the time taken for repair is of significant inconvenience. They may give a refund if the cost of the repair is not significant less than the value of the refund.
Which this fault will be cheaper to repair. so by repairing they'd be carrying out there obligation under SOGA by sending it off for repair.

System

Yeah i like comet but sounds like you've had a bad experience. Don't let one poor shop assistant put you off the place. Although I must say not 100% sure that you can turn down the offer of a repair just because they messed up your microwave last year. I doubt its the same guy who will fix it!

pendulum

I haven't even read your entire first post, I stopped reading when it became clear you were the ones in the wrong.

You cannot expect your money back after you've had the product 7 months. What world are you in. After that time you will get a replacement or a repair especially on an item like a computer.

Edit: I did of course mean to say "replacement or repair" instead of "refund or repair"! Fixed

Jakg

a "health warning"? After 7 months you would not get a refund.

WelshPaul

I have not bought from Comet's, Curry's or Dixons in years as the after sales support is just cr*p. They are all over you like flies on s**t until the transaction is complete then your on your own. :mad:

But...

You are in the wrong here, if you thought you could walk into any store with a computer 7 months or more later and just ask for a full refund and get it then your living in a dream world.

The attitude of the staff i see have not changed since all the years i have shopped there though, they are right in saying it needs to go for repair!

I would have let them sort the repair out myself, a bit of extra paperwork and hassle for them.

2010

chalytitch wrote: »

Sales manager: we can't do anything about that, you'll have to call Samsung

Us: But you're the retailer, we bought it from you

The sales manager was completely wrong to come out initially with this feeble ploy.
I have come across this many a time, most recently with a Ford main dealer about warranty work.

Have to agree with majority

---

repair or if can`t be fixed

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replace.

Made me chuckle a bit about Chalytitch`s second post on these forums,the last was in May 2007.

Where have you been Chaly?

I`m going to press his "thanks" button to help him along.

danjones

After 7 months you can't ask for your money back. Comet are well within their rights to repair the item.

Optimist

To answer your question yes of course you can demand a refund but you will be very very lucky if they give you one as they are not obliged to. So in answer to your other question, yes they have you by the short and curlies!

whatmichaelsays

I don't know what the problem is here.

Comet are, by and large (although not entirely), in the right.