Comet Refund... 5 Month and still waiting. Help

thepurplegoldfish

I had an issue with Comet in September 2010, the long and short of it is that they agreed to a refund of £10. I have pages and pages of correspondance assuring me that I would be receiving a cheque with in 28 days. Every 28 days that go by I send them a swift email to let them no nothing has arrived, they say sorry for one reason or another it hasn't ben done.

5 MONTHS NOW, 5 emails, countless calls. How can I get my £10 ( and the rest for time and energy spend chasing them) Who do I email now?


Help.

Maldives_lover

Try copying all your emails to this guy

[EMAIL="hugh.harvey@comet.co.uk"]hugh.harvey@comet.co.uk[/EMAIL]

Good luck

Sylvestersays

This might be causing you more stress than it's worth. I'd send an email to the address above and then if you don't get any joy, move on life really is too short.

Hope you get it sorted.

Comet_company_representative

thepurplegoldfish wrote: »

I had an issue with Comet in September 2010, the long and short of it is that they agreed to a refund of £10. I have pages and pages of correspondance assuring me that I would be receiving a cheque with in 28 days. Every 28 days that go by I send them a swift email to let them no nothing has arrived, they say sorry for one reason or another it hasn't ben done.

5 MONTHS NOW, 5 emails, countless calls. How can I get my £10 ( and the rest for time and energy spend chasing them) Who do I email now?


Help.

Hi thepurplegoldfish,

I was very concerned to read that you’ve not yet received your cheque, especially given the amount of time that has passed. This is totally unacceptable and, if you could please e-mail me at the link below, I will ensure that this gets my urgent attention. I shall also arrange for a further £10 to be issued to you for the delay you have experienced.

Please quote reference 131237 and your username when you send your e-mail.

Thanks
Kev from Comet
http://comet.custhelp.com/

burnleymik

It's a fine line. Imagine if you were a customer rep... who would you prefer to help:

1. The customer who is aggressive and offensive
2. the customer who is polite, but determined

Pretty easy answer. You will much more joy with a polite, but firm approach over an aggressive approach. That said, don;t be too passive either!

aheaton46

I'd assume customer reps were meant to help all customers. They might go the extra mile for some, but blatantly ignoring others is absolutely out of order.

As far as I can see Comet are an absolute shambles.

thepurplegoldfish

Well I have emailed Kev today, guess we'll wait and see.... Will keep you updated.

notafan

burnleymik wrote: »

It's a fine line. Imagine if you were a customer rep... who would you prefer to help:

1. The customer who is aggressive and offensive
2. the customer who is polite, but determined

Pretty easy answer. You will much more joy with a polite, but firm approach over an aggressive approach. That said, don;t be too passive either!

Actually from experience working for comet in the past in one of their offices I think its a fair bet to say it doesn't matter if they want to help or not.

There were that many stupid rules, some managers that didn't understand anything about customer service or the law and policies that were made by people lacking in common sense. It was truly the most miserable place I've ever worked spending all day fobbing people off because there was no other option to do anything else. You'd see it time after time after time - people ringing up with genuine problems sometimes from the day something was purchased or delivered and it would be dragged out weeks on end when they should have just swapped stuff or refunded it right away.

They never seemed to get that if someone bought for example a new television worth 1k and it was faulty sometimes even from the point it was delivered that ultimately they were entitled to a refund or replacement and the more they messed them about the less chance of them using comet again. Instead of just doing it you'd have to arrange for an inspection through comet service which could take weeks because they were never enough of the engineers to go around - probably because they were wasting some much time inspecting everything to try and get out of refunding or replacing stuff (all the time the person would be sat with a broken tele from day one). Then after the 'inspection' you'd then have to wait for an engineer to file a report which was again a lengthy process and it often went missing in action. Then there were write off codes and other time wasting scenarios. The full process seemed to be designed just to make sure that when the customer did eventually get the refund they were entitled to they wouldnt want to spend anymore money with comet anyway.

Working at comet and dealing with the people I did, i can definitely understand why people were aggressive and offensive, everyone i worked with was used to it, but ultimately if they were as nice and polite as anything it wouldn't have made any bit of difference - there'd have still been no way to help them except sending them round the houses through a load of internal departments that didn't give a toss. The extended warranties were a joke too, people got better looked after when they didn't have them because the manufacturer would deal with them directly, not 'comet service'.

I have never bought a single thing from them since I left and wouldn't recommend them to anyone. It was the most eye opening place I've worked in terms of shocking customer service and I wouldn't give them monopoly money let alone any hard earned cash.

Maybe they have improved since I was there but I've still not heard anyone with a glowing review of them ever.

thepurplegoldfish

As promised Ladies and Gents, an update.

In one word - Sorted. Kev the Comet Company Rep that replied managed to sort the issue out in a couple of days. Refund and Gift Vouchers for the trouble.

6 Months with Comet 'Customer Service' - Nowt. A few days with Kev - Sorted. Simples.