6 faulty cookers and counting....

VicAllen2b

I need help before I lose my mind!!

I ordered a Zanussi gas cooker with double oven from Comet on Easter Monday. We arranged for it to be delivered and fitted by one of their Corgi registered engineers 2-3 weeks later. Cooker arrived but the gas engineer said both ovens were faulty but the hob worked. He told my husband to wait 10 minutes then call the customer careline and report the fault. He did just that and we were promised a new cooker would be delivered a week from today as that was the only day the engineer would be in our area.

The following Thursday no cooker arrived and we received no phone call. When we called Comet they said we were out when they called yet my husband was home all day. We now had to wait another full week for the cooker.

The following week another cooker was delivered. Cooker had exactly the same fault. Again waited 10 minutes called customer careline. Husband told Comet we didnt want to wait yet another week for yet another cooker as we had been without an oven for 2 weeks. Comet said nothing they can do, they dont have any managers at the call centre for my husband to speak to and if we wanted to cancel then we need to make the 10 mile trip to the store we ordered from and do it there.

We went to the Watford store that evening with the intention of cancelling. The customer service assistant called the customer careline who were equally helpful to one of their own and she came off the phone very red faced, as she had no idea about cookers she called the manager. The manager apologised and suggested we switch to a better known brand of cookers. They took us around the store and basicallly rubbished most brand until we got to the Cannons. Unfortunately for us the Cannon alternative to what we had ordered was £200 more expensive. They said we could have it if we paid the difference. There was no way I was going to give them more money when I had already been so poorly treated. After 2 hours in store the manager worked his magic and promised that the following Tuesday we would get our new cooker and the extra money I had paid for this new cooker would be refunded if I just went back to the store on Tuesday evening.

The 1st Cannon was delivered on Tuesday but this time there was a problem with the igintion on the main oven!! This time we decided to bypass the customer dontcare line so we called the manager of the branch again.

To be honest I am boring myself with this long story so I will wrap it up now, after near on 30 calls (Use calling them, they have called us say 4 times)we have since had another 3 cannons delivered, one of which was a different colour as we were told this would be from a different batch. All delivered with the same ignition fault. The last of these delivered yesterday. The manager of the store wasn't in so I had to call the customer dontcare line. He said he would send me yet another cooker making this cooker number 7 but I have to wait until Friday. I asked if anything could be done to make this sooner or even to give me a rough time the delivery will be as this is now the 6th day my husband or I have taken off work and he simply said no.

I am most definitely not a meek person but no matter is I am calm, angry, rude, assertive, jokey or mild mannered nothing seems to happen. Each time I'm promised a new cooker will be delivered between 8am and 6pm on another day and thats it. No one is doing anthing to get this problem resolved. Oh and I still haven't had the refund for the difference as I'm told we should wait until we have a cooker that works first.

I know I could cancel but its been going on for 6 weeks now and if i give up now then its all been for nothing and Comet get away with it.

Can anyone help me PLEASE?????

4743hudsonj

Well it seems like you want to force them to hurry up? unfortunately thats the one thing you cannot do.

If it were me, i would have taken my money and ran. Just reject the goods under the sale of goods act and claim a full refund and take your business elsewhere.

jimbms

I agree, obviously the cookers they are selling you are of poor quality, take the money and find a decent dealer instead of these cowboys.

Hintza

PM the Comet Rep who is sometimes on here.

http://forums.moneysavingexpert.com/member.php?u=953589

pulliptears

VicAllen2b wrote: »

The manager apologised and suggested we switch to a better known brand of cookers.

:eek:

Because Zanussi have only been making stoves and ovens since 1916....

OlliesDad

pulliptears wrote: »

:eek:

Because Zanussi have only been making stoves and ovens since 1916....

Notts County have been playing football since 1862, doesn't mean they are good at it!

pulliptears

OlliesDad wrote: »

Notts County have been playing football since 1862, doesn't mean they are good at it!

Hardly warranted a 'better known brand' comment from the manager though, given they have been in the business for so long though did it?

Had it been a Beko or some other such low end make I could understand, but Zanussi?

VicAllen2b

Funny you should say that - I have bought a Beko dishwasher and Beko washing machine within the last 2 are both have been brilliant!

To be honest the more I talk to the manager the more I realise he mostly talks poo!

pulliptears

VicAllen2b wrote: »

Funny you should say that - I have bought a Beko dishwasher and Beko washing machine within the last 2 are both have been brilliant!

To be honest the more I talk to the manager the more I realise he mostly talks poo!

Im quite anti Beko having seen my mothers washer last 18 months :mad: Seems like everyone Ive spoken to have said "ohhh that happened to mine" etc etc Funny thing was when it went I was going to sell it for parts on ebay and was amazed to see how many newish machines there were on there for spares and selling for a fiver!! :eek:

Anyway, I have a Zanussi, its a good oven and wasn't cheap. I wouldnt listen to the manager at all, do some research of your own, word of mouth, Which? etc

VicAllen2b

Thank you all. I now have an electrician coming fromComet on Thursday to check its not the wall socket even though we have already been told it isn't but if they are paying good luck to them! Another cooker coming on Friday, apparently from a different batch. Failing that I think I'll just buy a microwave (Obviously not from Comet) and live on supernoodles!!

Comet_company_representative

VicAllen2b wrote: »

I need help before I lose my mind!!

I ordered a Zanussi gas cooker with double oven from Comet on Easter Monday. We arranged for it to be delivered and fitted by one of their Corgi registered engineers 2-3 weeks later. Cooker arrived but the gas engineer said both ovens were faulty but the hob worked. He told my husband to wait 10 minutes then call the customer careline and report the fault. He did just that and we were promised a new cooker would be delivered a week from today as that was the only day the engineer would be in our area.

The following Thursday no cooker arrived and we received no phone call. When we called Comet they said we were out when they called yet my husband was home all day. We now had to wait another full week for the cooker.

The following week another cooker was delivered. Cooker had exactly the same fault. Again waited 10 minutes called customer careline. Husband told Comet we didnt want to wait yet another week for yet another cooker as we had been without an oven for 2 weeks. Comet said nothing they can do, they dont have any managers at the call centre for my husband to speak to and if we wanted to cancel then we need to make the 10 mile trip to the store we ordered from and do it there.

We went to the Watford store that evening with the intention of cancelling. The customer service assistant called the customer careline who were equally helpful to one of their own and she came off the phone very red faced, as she had no idea about cookers she called the manager. The manager apologised and suggested we switch to a better known brand of cookers. They took us around the store and basicallly rubbished most brand until we got to the Cannons. Unfortunately for us the Cannon alternative to what we had ordered was £200 more expensive. They said we could have it if we paid the difference. There was no way I was going to give them more money when I had already been so poorly treated. After 2 hours in store the manager worked his magic and promised that the following Tuesday we would get our new cooker and the extra money I had paid for this new cooker would be refunded if I just went back to the store on Tuesday evening.

The 1st Cannon was delivered on Tuesday but this time there was a problem with the igintion on the main oven!! This time we decided to bypass the customer dontcare line so we called the manager of the branch again.

To be honest I am boring myself with this long story so I will wrap it up now, after near on 30 calls (Use calling them, they have called us say 4 times)we have since had another 3 cannons delivered, one of which was a different colour as we were told this would be from a different batch. All delivered with the same ignition fault. The last of these delivered yesterday. The manager of the store wasn't in so I had to call the customer dontcare line. He said he would send me yet another cooker making this cooker number 7 but I have to wait until Friday. I asked if anything could be done to make this sooner or even to give me a rough time the delivery will be as this is now the 6th day my husband or I have taken off work and he simply said no.

I am most definitely not a meek person but no matter is I am calm, angry, rude, assertive, jokey or mild mannered nothing seems to happen. Each time I'm promised a new cooker will be delivered between 8am and 6pm on another day and thats it. No one is doing anthing to get this problem resolved. Oh and I still haven't had the refund for the difference as I'm told we should wait until we have a cooker that works first.

I know I could cancel but its been going on for 6 weeks now and if i give up now then its all been for nothing and Comet get away with it.

Can anyone help me PLEASE?????

Hi VicAllen2b,

My name’s Matt and I’m from Comet.

Based upon the information that you have supplied, I believe I have found your purchase details and it is clear that having seven separate cookers is not reasonable for which I sincerely apologise.

Having discussed this matter with the relevant Depot, due to the problems you have previously incurred, we have arranged for two senior gas safe registered engineers to attend and complete both delivery and installation of your cooker on Friday 21 May 2010, as an AM slot, rather than the 8.00 AM to 6.00 PM slot previously quoted.

Due to this, I understand that the Depot have already contacted you to cancel today’s call out so that you did not have to wait in on 2 separate occasions and cause you further inconvenience. When the engineers do arrive tomorrow they will ensure that your cooker is working according to the manufacturer specifications, and there are no outstanding issues with any of the pre existing connections prior to leaving.

I have also arranged for your installation fee to be refunded, which I hope you will accept as a token of our apology for the inconvenience you have been caused, and will ensure that I stay in contact until the matter is resolved in full for you.

Should you wish to discuss anything further, please send me an e-mail at the link below. You will need to register a few details with us in order to be able to send your e-mail in.

https://comet.custhelp.com


Thanks

Matt