Comet Camera CATASTROPHY

oj01

Just about to buy a Nikon Coolpix camera myself. Buying it on-line from Play.Com. I am a bit worried (even more so now, having read this thread) about not having a 'shop' to take it back to if something goes wrong.

Presumably, all the same rights apply whether it's bought in an actual shop or an on-line shop.

deanos

Play are based in Jersey and are not part of the EU so not sure if it falls under different consumer law

Mrs_Optimist

We had a similar problem with our digital camera earlier this year (Fuji) It was one month out of gurantee. I emailed their head office with the make model etc and explained the problem and they emailed straight back, arranged to have the camera sent to them and they fully repaired the fault (zoom lens needed replacing) at no cost to us. Sent them a copy of our bank statement proving the date of purchase (which was with Dixons not Comet) and that under the SALE OF GOODS ACT the camera had to be of merchantable quality (ie fit for the purpose that it was purchased for (taking photos) and that 13 months was not a long time to have a camera without it developing a fault. My email to them was very nice, along the lines of "we have always been satisfied customers, are happy with the camera and would like to have it repaired/replaced as we are happy with the camera itself, just disappointed that it has developed a fault" etc. I would bypass COMET quickly and contact the manufacturer direct, it is in their interest to keep you as a satisified customer. Say "I would not hesitate to purchase another camera from you, but would like to have this matter resolved". Butter them up. I have learnt from experience that being nice actually gets more results that being bolshy, they are more likely to want to keep you happy rather than getting their backs up. In your letter state the problems you have had with COMET - I doubt very much that they even sent the camera to be repaired.

Good Luck

Aspal

Pelican wrote:

Did you get the tumble from Comet? What was the final outcome, and how did you achieve it?

I ask because I am doing battle with Comet over a faulty (still in 12 month warranty) fridge freezer. We are on engineer visit no. 5, and still no joy. I am at my wits end!

I dealt with Hotpoint directly, as I always do when things go wrong - stores are never any good. Found Hotpoint contact numbers and rang them. Engineers finally stripped the whole thing down and replaced just about every single part. 6 months after they had fixed it, noise started again. Rang them up and complained again, and sent them very stroppy letter listing outcome of each of the previous visits. Told them that surely now it was time to replace the machine, as even the engineers had been saying it was costing more on callouts than the machine was worth. Got a phone call saying they would replace the machine for £80. Told them that I wan't going to pay anything, but would just keep calling them out time and time again until it was fixed. New machine arrived 2 days later.

thecremeegg

I would have thought that a camera is expected to last more than 12 months and so if its failed is no longer fit for purpose and should be replaced legally. Definately trading standards should be dealing with it

Wig

Hello Snowbrow,

I agree with what T.Stds told you.

Basically Comet can opt to repair the unit you have no right to a replacement or refund (yet) the unit was sent for repair but no work was done and ofcourse symptoms reappeared. Comet has to be given a reasonable chance to get the unit repaired and the second chance is that reasonable chance.

If the unit fails again after repair then you have good grounds to force them to either replace or refund through the courts if necessary.

If I were you I would test it instore for a good hour, before taking it home. and if the faults do occur show the guy in the shop and get it written on the paper work that customer is not satisfied as unit is still showing faults. Then leave the camera with them. and go back to TS and court.

But you should have had the unit back by now...so what happened?

^!£$&

Sorry didnt update earlier been very busy with a family member who's been seriously ill!
In the end comet did repair it on the third attempt when i got it back it actually did and still does work!
We tested i instore for a goodwhile i think the cs people were getting annoyed with me but i didnt care! On the paperwork we wrote "accepting item under terms that fault doesnt reoccur within a reasonable ammount of time!"
And fingers crossed it has worked fine
What annoyed me the most was I owned thecamera for a year and 2 months of that year it was not in my posession but a comets repair centre and when i said this to them they didnt seem to care one bit!


The moral of this story for me has been that I will never ever ever shop at comet ever again, their prices may be good but the customer service and repair service is appalling!

Thanks everyone for all your advice, got there in the end!

Wig

Thanks for the update, you are also not limited to the warranty period. The warranty period just makes it easier to get a repair done. After the period is finished you are still protected under law for a time period which is reasonable for the item (n this case a nikon) (to a max 6 years), so even up to 2 years (i,e, 2yrs would be reasonable for this Nikon) I would say you would reasonably expect the item to function without fault.

So if it does fail again, there is still hope - through the courts.

Wig

thecremeegg wrote:

I would have thought that a camera is expected to last more than 12 months and so if its failed is no longer fit for purpose and should be replaced legally. Definately trading standards should be dealing with it

Fault occurs before 6mths from purchace can be assumed to have been faulty at sale, upto retailer to prove it was not faulty at sale. Still a repair might be all that is reasonably expected.

Fault occurs after 6mth assumed to be ok at sale upto consumer to prove it was faulty at sale.

Another attempted repair is all OP could have expected, had they failed again that would then be a different ballgame.