Comet are not playing fair

McKneff

Why is mother expected to get a taxi to the launderette.

What did she do before she had a washing machine.
Does she have a sink to wash clothes in.

Could you take her to the launderette

Could you do her washing for her.

Unless of course you live 100 miles away.

delain

Just wait until they turn up with 'the wrong board' like they did with me. I had a washer dryer repaired 7 times in one year and was left without one for six weeks the last time (with me and three small children to wash for) and they turned up with 'wrong parts' several times before I rang comet and kicked off.

Every person I got to was told 'I would like to speak to your supervisor' and they wrote it off and sent a voucher (eventually).

They will however insist on a stupid amount of 'repairs' replacing the same parts three or four times!

There is no way you will get a new machine out of them on one repair. Sorry

RobertoMoir

Weirdlittleman wrote: »

The lady having cancer is absolutly nothing to do with the story or the consumer rights and was used to get a sympathy vote.

Actually, someone undergoing chemo is likely to be sick rather a lot, and may be bed-ridden for much of the time, meaning a lot of laundry could very easily be generated. Trust me on that one.

Also, the point could quite easily be interpreted as they are under considerable stress from the illness and the effects of the treatment and extra stress at such a time is unwelcome.

coupleuk

OK, here's how I think Comet are not playing fair.


According to The Sale of Goods Act;

"If customers believe that goods hired or purchased from a seller aren't as described, fit for their purpose, or of satisfactory quality, they can reject them"

"Customers have six years to claim that goods are faulty."

"During the first six months of that period, if the customer is a consumer, the seller must prove that the goods weren't faulty."


The washing machine is just about 5 months old and they have now confirmed that it has a fault ie they have ordered the new part.

Comet are trying to pass the responsibility to the manufacturer when, legally, it is Comet who are responsible as they sold the machine.

Comet must sort this out first and then they can chase the manufacturer if they wish.



A previous poster has shared her horror story of repeated repairs to her machine. I am concerned that a machine with a major fault after just 5 months use will possibly have other problems down the line - by which time mother will not be able to reject it and will have to wait for repairs each time.

The machine she purchased has actually got a lot of very good reviews and she would be prepared to accept a new replacement; but she shouldn't take the risk that this machine is a "Friday afternoon" dud.

I can order and get a new machine delivered within 48hrs - but until Comet accept the reject, I cannot do anything.



Thank You to the few posters with a bit of compassion in their bodies - mother is 73 and doesn't have the benefit of a local laundrette. Her partner is 75 and has Cancer for Gods sake; he's reliant on her for most things at the moment and they are both obviously worried about it.

Unfortunately, I do live 150 miles away so I can't do much from here. She doesn't have the benefit of a landline and only has the PAYG for emergencies, so £14 is a lot to her. At 73, she shouldn't have to wash clothes in a sink due to a faulty washing machine that's less than 5 months old.


I'm not expecting great things from Comet and TBH the stress of chasing them will probably cause Mom more grief than she can cope with.

Just be aware that when you deal with Comet and something goes wrong, you're reliant on their shabby service and "pass the buck attitude" to get things sorted.

Googlewhacker

You can only REJECT the item within a reasonable time period, after that the retailer have the right to remedy the situation by repair/replace or refund (at their choice).

Reasonable is undefined but as I said in my earlier post it is 2-3 weeks generally

Just to add, the bit about rejecting the product is so the consumer has enough time to test that it is fully working, obviously a washing machine would be tested several times within a 3 week period.

Googlewhacker

A further addition is maybe message the Comet Representative that frequents this board and ask for his help?

ShaneUK

Googlewhacker wrote: »

A further addition is maybe message the Comet Representative that frequents this board and ask for his help?

That isn't an option as far as I know. All Company Representatives have the "message me" function disabled.

Take a look at the profile, there isn't an option there! (unless it is just me!)
http://forums.moneysavingexpert.com/member.php?u=953589

Comet_company_representative

coupleuk wrote: »

My mother purchased a washing machine from Comet on January 4th 2010 - it broke on May 29th 2010 - just 4 months from new.

She spent £14 on her PAYG mobile phone trying to speak with someone to deal with the problem and a week waiting for an engineer to call.

He came this morning and informed her that the machine needed a new electronic board - which will take upto a further 14 days.

She is 73 years old and her partner has prostate cancer, undergoing chemo. They could do without the hassle Comet are putting them thru.

I have spoken to the Comet "Customer Support Team" (who shouldn't be confused with any type of Customer Service Dept) this morning.

They insist that I "email" Comet to take things further. Has anyone actually tried to email Comet using their "rather clever ask a question service" - it certainly isn't my idea of "clever".

I wish to reject this machine and have a new replacement sent but they are blaming everything on the manufacturer - I cannot believe companies are still trying to shirk their responsibilities like this.

Mother is now expected to get a taxi to a launderette whilst all this is going on.

Comet have lost me as a customer.

Does anyone have a direct email for Comet please?

Thanks

Hi coupleuk,

My name’s Andy and I’m from Comet.

I was sorry to note the problems that your mother has been experiencing with her washing machine and I would like to offer my sincere apologies for the inconvenience that this has caused.

It appears, with regards to contacting us via our website using the 'Ask a Question' e-mail service, you may have experienced some difficulties so please follow the below steps and this will hopefully assist you in sending in your message:

1. Click on the following link to our website http://comet.custhelp.com
2. The displayed page will show 4 tabs saying: Answers, Contact Comet, My History, and Login.
3. Click on the ‘Contact Comet’ tab, and you will be redirected to the page showing a form to enter the details of your email.
4. After entering your message, clicking the ‘Continue’ button will redirect you to the registration page.
5. Once you have entered your email address etc, click the ‘Continue’ button to proceed.
6. This will now take you to the final confirmation screen and upon clicking ‘Finish Submitting Question’ your email will be sent.

Our we aim is to make this process as simple and effective as possible and if this has not been the case we would like to take any comments you have regarding the problems you incurred so that we can look into and make the necessary suggestions to help improve the service.
I am sorry that when you called us that we did not take ownership of your issue and referred you to an email avenue, again once we have received further information we will investigate this further as we should be able to deal with all issues irrelevant of how the contact was made.

With regards to the outstanding issue for the washing machine, could you please email us as explained above and once we have received further information, such as the purchase details etc, we would then be able to look into with a view to resolve as quickly as possible.

Regards,

Andy

coupleuk

Hello Andy

Despite assurances from Comet, we didn't receive a phone call from anyone on Monday.:mad:

I have submitted the issue as you requested...........

The reference number for your question is '100609-000161'.

Paul

coupleuk

Well, we emailed Comet and they replied.

Basically, they said sorry - but we'd have to wait for a repair.

They refused to cover any costs.

They are now due to perform a repair on June 15th. Ive told Mother to write clearly on their paperwork "repair not accepted - machine faulty from new" and refuse to sign it.

Unless Comet replace the machine, I will be taking them to Court on behalf of my mother.

I had to take two tenants to court recently - and wasted a year trying to get them to sort that issue out. When I got to court (and won) the court told me I only had to send a letter, followed by a letter before action and didnt need to mess around for a year.

This time, I won't be messing around!
:beer: