Update on Comet

Maldives_lover

Gunarysarge wrote: »

This is where the problem starts.:rotfl:
When you go into Comets with the intent of making a purchase they are the most helpful and nicest people you could hope to deal with.

After you have purchased and you go back and report a problem with your purchase they turn into monsters and can infuriate the most layed back of people. I actualy think that this is one of their tactics so they can then juist refuse to deal with the customer.:D

I have taken items back to Comet and I wouldn't disagree that they do try and avoid giving refunds. However, I always ask to see the Manager and if he/she won't speak to me then I ask the member of staff to advise the Manager that I will include his/her refusal to speak to me in my correspondence to head office etc that usally does the trick. What I will say is that I have never been thrown out of any store for complaining. Given the nature of the ops posts and the accusations she's making I'm finding it very hard to believe that she was being diplomatic in the store before they threw her out.

If you go in all guns blazing you get their backs up and they are less likely to want to assist you, put yourself in their position and ask yourself if you would help someone who was accusing you of being a liar or thief

CoolHotCold

I'm unfamiliar with Comets system.

Do they not have a dedicated section of the store with people who listen to customer issues and complaints or is it just the "General" customer advisors who have to deal with it?

nerrit

Please believe me when I say that I didn't go in screaming and shouting, I didn't. I did not.

I was very reasonable and diplomatic.
I think under the same circumstances with a different staff member that I wouldn't have been ordered out, but I have been dealing with this woman for a while now and she is a particularly nasty piece of work.

There is one woman who works in my local Comet who was simply lovely, so helpful. Giving me numbers and advice, calling people up trying to help me. If only every staff member could be like her

Maldives_lover

nerrit wrote: »

Please believe me when I say that I didn't go in screaming and shouting, I didn't. I did not.

I was very reasonable and diplomatic.
I think under the same circumstances with a different staff member that I wouldn't have been ordered out, but I have been dealing with this woman for a while now and she is a particularly nasty piece of work.

There is one woman who works in my local Comet who was simply lovely, so helpful. Giving me numbers and advice, calling people up trying to help me. If only every staff member could be like her

You have admitted that you were thrown out and that you raised your voice at the sales assistant. You'vecalled comet employees liars and thieves etc etc and while I'm sympathetic to your situation I can't find much sympathy for you. Comet staff do not have to accept abuse from customers and yes that would include raising your voice at them. How would you like to be treated like that? Do yourself and favour and write to the CEO, no threats, no name calling just pure fact and see where that gets you, you might just be suprised.

nerrit

I wasn't abusive in the store. Seriously the woman I was dealing with is quite well known in my area for being a grumpy, old toad. I'm sorry if you feel that is abusive, I actually feel that I'm the one being abused.

The thieves and liars accusation has come after 2 months of no contact and being fobbed off by Comet. Everytime I call, it's a new excuse. How can I be expected to stay cool after that?

Well I've emailed the CEO, this is the reply I got.
Having investigated this matter our records confirm that you are not the registered purchaser of the Sony laptop, due to the Data Protection Act I am unable to deal with you regarding this matter, unless the purchaser gives written or verbal permission authorising you to act on their behalf.

The purchaser needs to contact Comet Group Plc, George House, George Street, Hull HU1 3AU or alternatively ring 01482 592442, where we will be happy to assist further.

I have already confirmed I am the owner of the laptop...I have already changed ownership and informed them that the laptop was bought for me by my partner, who is no longer with the company...I did this weeks ago.
And have they listened?

Maldives_lover

nerrit wrote: »

I wasn't abusive in the store. Seriously the woman I was dealing with is quite well known in my area for being a grumpy, old toad. I'm sorry if you feel that is abusive, I actually feel that I'm the one being abused.

The thieves and liars accusation has come after 2 months of no contact and being fobbed off by Comet. Everytime I call, it's a new excuse. How can I be expected to stay cool after that?

Well I've emailed the CEO, this is the reply I got.
Having investigated this matter our records confirm that you are not the registered purchaser of the Sony laptop, due to the Data Protection Act I am unable to deal with you regarding this matter, unless the purchaser gives written or verbal permission authorising you to act on their behalf.

The purchaser needs to contact Comet Group Plc, George House, George Street, Hull HU1 3AU or alternatively ring 01482 592442, where we will be happy to assist further.

I have already confirmed I am the owner of the laptop...I have already changed ownership and informed them that the laptop was bought for me by my partner, who is no longer with the company...I did this weeks ago.
And have they listened?

The difficulty you have is that a much of the information you have could be classed as hearsay unless all the calls are recorded. Emails are a lot easier to ignore than a recorded delivery letter sent to the CEO's office.

If they say you're not the registered owner then deal with it, get your boyfriend to write to them advising that you are the owner, but be careful, you are claiming off the extended warranty presumably for accidental damage and if he transfers the laptop to your name then the insurance may not be be valid. Why don't you send the letter in his name as his laptop.

wealdroam

nerrit wrote: »

Well I've emailed the CEO, this is the reply I got.
Having investigated this matter our records confirm that you are not the registered purchaser of the Sony laptop, due to the Data Protection Act I am unable to deal with you regarding this matter, unless the purchaser gives written or verbal permission authorising you to act on their behalf.

The purchaser needs to contact Comet Group Plc, George House, George Street, Hull HU1 3AU or alternatively ring 01482 592442, where we will be happy to assist further.

I have already confirmed I am the owner of the laptop...I have already changed ownership and informed them that the laptop was bought for me by my partner, who is no longer with the company...I did this weeks ago.
And have they listened?

Do not confuse owner and purchaser.

Comet only have a responsibility to the person who purchased the item from them.

Now that they are making this distinction, you need to strictly follow that protocol.

Your partner needs to progress this dispute.

Also, as mentioned by Maldives lover, there may be problems with the extended warranty now that the purchaser has transferred ownership to someone else.

midget_gems

CoolHotCold wrote: »

I'm unfamiliar with Comets system.

Do they not have a dedicated section of the store with people who listen to customer issues and complaints or is it just the "General" customer advisors who have to deal with it?

i am very familiar with the system, i used to work there (and know a lot of people that still do).

skipped most of the thread because it just seems to be a lot of whining about something, so if theres anything about the system you want to know just ask.

In regards to the questino posed there, The stores themselves have dedicated staff that will be there for customer service issues. The reason being for this is that they are subject to a different paygrade as they do not have access to the sales matrix and bonuses on wages that other floor staff get access to by selling to customers, as well as having access to some more services on the internal system (i.e. processing refunds, changing orders and whatnot). However, basic bookings for repair CAN be handled by regular floor staff, if they know the procedures involved.

CoolHotCold

midget_gems wrote: »

i am very familiar with the system, i used to work there (and know a lot of people that still do).

skipped most of the thread because it just seems to be a lot of whining about something, so if theres anything about the system you want to know just ask.

Not really been into a Comet lately, but is there a dedicated area for resolving customer complaints or is it just a case of any staff member will do?

midget_gems

see above.