Comet, Wrong or Right?

BabyDoll

This post is on behalf of my mum and dad. In January 2010 my parents bought a cooker from comet along with its guarantee and during the purchase they told my parents that the guarantee would cover anything such as faults except if the damage was created on purpose. Well near end of April my dad noticed that on the right ring of the cooker the enamel was coming off and showing the metal underneath and no matter what heat you use, this enamel should not be coming off in great chunks.

My dad contacted comet and they said that it wasn't their responsibility but it was the job of the company stoves to replace the part. So comet gave my dad the number to stoves and he rang them and then they said the complete opposite and that it wasn't their responsibility but it was comets job to replace the part, so for nearly 2 hours my dad was phoning back and forth between comet and stoves when after a while my dad got to speak to a manager of comet and as I said above the staff at comet said that the guarantee would cover anything that was no fault of our own and the manger continued to say that he and comet refuses to replace the part and that the guarantee does not cover enamel damage even though its a fault within the cooker and that we would need to purchase a new cooker and I don't think so, my parents refuse to pay another over £300 in which the cooker has cost my dad £450 brand new.

The manager simply said if he wished to leave a complaint on the website, he could do so, there was no interest at all regarding the complaint or the fault. So that same day my dad asked me to go to the comet's website has he's not familiar with a computer and email them the complaint letter my dad also wrote on paper that night, my dad made himself clear that he was disappointed at the service of comet and that he would be going to trading standards for advice. With 24 hours, we got a phone call from comet to say that they would be sending an engineer our to inspect the fault.

On the 5th of August the engineer indeed turn up and inspected the enamel damage and did say that its a fault and that the enamel was not coated correctly during manufacture and that he would order a ring and would be delivered next Thursday (12th August) and nothing turned up. So again I emailed comet to follow up with the part and got a shock and was angry at the response, they said that they still refuse to replace the part.

So what do we do from here? Do we talk to trading standards? My dad is thinking about reporting them to watchdog as well. Any Advice would be wonderful.

gordikin

As it was bought from Comet and it's within the 1st 6 months it is Comet's problem. If they don't play ball do go to Trading Standards. By the way if you see a post from MSE member sirmarcus in reply to your problem treat the info. he supplies as 'doubtful'.

adam.mt

Correct. Read any of the other threads on here (nearly every other one quotes the Sale of Goods Act!). It's Comet's responsibility to sort, despite their current tendency to try and avoid doing so.

Since you seem to have exhausted the phone I'd suggest writing to their head office.

However, since it appeared you were eventually starting to get somewhere probably telephoning again may do the trick. Explain that you had their engineer round and he'd ordered a part for you but it hasn't arrived on the promised day. Start my just saying that, rather than anything about a Sale of Goods Act claim and see what they say.

DVardysShadow

There are other threads here where a Comet rep has tried to make out that it is always the manufacturer's problem to resolve.

I believe that this is Comet Company policy. If so their policy actually flies in the face of what the law states. It seems that Comet are trying to put themselves above the law.

Googlewhacker

Judas wrote: »

Firstly by my calculations August - January is over 6 months.

It seems as said Comet routinely try to get manufacturers to do it directly rather than get involved, however, once it gets to formal complaint stage they do tend to sort it.

In this case iit is for your parents to prove there is a breach of SOGA before any remedy is legally required.

I would suggest your father sends one last e-mail requesting their assistance making it clear should they not assist he will engage engineers to enforce SOGA which will cost them far more.

If they refuse then get a cooker engineer out to confirm, the fault, cause and that it is inherent, non durable or not of sufficient quality.

Afterwards send proof of this to comet along with a request for remedy and reimbursement of the report; if they still refuse small claims for the report and cost of repair/replacement (whichever is cheaper).

But the first time the father complained was April so well within the 6 month time period

somethingcorporate

sirmarcus wrote: »

Suggest that you escalate and complain to Hugh Harvey, Comet Managing Director, via sending him an email at [EMAIL="hugh.harvey@comet.co.uk"]hugh.harvey@comet.co.uk[/EMAIL].

Good luck and hope this helps.

................

I couldn't say anything nice about this.

Esqui

sirmarcus wrote: »

Suggest that you escalate and complain to Hugh Harvey, Comet Managing Director, via sending him an email at [EMAIL="hugh.harvey@comet.co.uk"]hugh.harvey@comet.co.uk[/EMAIL].

Good luck and hope this helps.

BINGO!

Also, while it may be Stoves who repair the appliances and supply the parts, Comet shouldn't run away from a responsibility of arranging this properly, and taking care of any problems you face.

Gunarysarge

somethingcorporate wrote: »

................

I couldn't say anything nice about this.

Ditto!

The Comet complaints are going to need a dedicated thread at this rate:eek:

Comet_company_representative

BabyDoll wrote: »

This post is on behalf of my mum and dad. In January 2010 my parents bought a cooker from comet along with its guarantee and during the purchase they told my parents that the guarantee would cover anything such as faults except if the damage was created on purpose. Well near end of April my dad noticed that on the right ring of the cooker the enamel was coming off and showing the metal underneath and no matter what heat you use, this enamel should not be coming off in great chunks.

My dad contacted comet and they said that it wasn't their responsibility but it was the job of the company stoves to replace the part. So comet gave my dad the number to stoves and he rang them and then they said the complete opposite and that it wasn't their responsibility but it was comets job to replace the part, so for nearly 2 hours my dad was phoning back and forth between comet and stoves when after a while my dad got to speak to a manager of comet and as I said above the staff at comet said that the guarantee would cover anything that was no fault of our own and the manger continued to say that he and comet refuses to replace the part and that the guarantee does not cover enamel damage even though its a fault within the cooker and that we would need to purchase a new cooker and I don't think so, my parents refuse to pay another over £300 in which the cooker has cost my dad £450 brand new.

The manager simply said if he wished to leave a complaint on the website, he could do so, there was no interest at all regarding the complaint or the fault. So that same day my dad asked me to go to the comet's website has he's not familiar with a computer and email them the complaint letter my dad also wrote on paper that night, my dad made himself clear that he was disappointed at the service of comet and that he would be going to trading standards for advice. With 24 hours, we got a phone call from comet to say that they would be sending an engineer our to inspect the fault.

On the 5th of August the engineer indeed turn up and inspected the enamel damage and did say that its a fault and that the enamel was not coated correctly during manufacture and that he would order a ring and would be delivered next Thursday (12th August) and nothing turned up. So again I emailed comet to follow up with the part and got a shock and was angry at the response, they said that they still refuse to replace the part.

So what do we do from here? Do we talk to trading standards? My dad is thinking about reporting them to watchdog as well. Any Advice would be wonderful.

Hi BabyDoll,


My name is Andy and I’m from Comet.

I was sorry to hear of the problems that your parents have been experiencing with their Stoves cooker.

It is clear that there was a lack of ownership upon reporting the problem with the cooker ring, however without knowing the exact details of your case, at this time I would not be able to offer an explanation as to why your replacement part was not delivered on the designated day. I can only offer my sincere apologies for this delay, and the further problems that you experienced after contacting us and assure you that these matters will be addressed internally once we have more information.

I respectfully request that you contact myself via our email service using the below link and I will endeavour to look into this matter further for you. Please quote my name and the date of my post to ensure the email comes to my attention.

https://comet.custhelp.com

Regards,

Andy