Display washing machine found to be faulty on installation

michaels

I needed a new washing machine and couldn't wait for delivery so bought the display model and took it home myself.

Having reached home and installed it I went to close the door...and it won't close as the plastic catch appears to be broken (I guess not too much of a surprise on a machine that has been out on display). We never thought to try and close it when at the shop.

What are my rights - I presume I can return for a full refund but the hassle factor is immense plus I don't have the washing machine I needed urgently. Is there any point in trying to get the catch fixed under the warranty to avoid having to lug the thing back to the shop or better still is there any chance of shaming the retailer (Comet) in to picking it up as a gesture of good will?

Thanks for any thoughts.

withabix

You are entitled to return for a full refund, however you didn't pay for delivery, so don't expect them to collect it.

As for needing a washing machine urgently - are there no laundrettes where you live?

Comet_company_representative

michaels wrote: »

I needed a new washing machine and couldn't wait for delivery so bought the display model and took it home myself.

Having reached home and installed it I went to close the door...and it won't close as the plastic catch appears to be broken (I guess not too much of a surprise on a machine that has been out on display). We never thought to try and close it when at the shop.

What are my rights - I presume I can return for a full refund but the hassle factor is immense plus I don't have the washing machine I needed urgently. Is there any point in trying to get the catch fixed under the warranty to avoid having to lug the thing back to the shop or better still is there any chance of shaming the retailer (Comet) in to picking it up as a gesture of good will?

Thanks for any thoughts.

Hi michaels

It is disappointing to note the display model was faulty, although customers do handle them, the store should have checked that this was all in working order before you had taken it away.

Although you are entitled to an exchange, I can appreciate that this is a further inconvenience for you, therefore if you e-mail me your details I will try to add an additional call out for our engineer to come and rectify this fault as soon as possible. If you would like me to arrange this please e-mail me using the link below. If you can include your name, address and order number in your e-mail, this will help me to deal with this quicker.

http://comet.custhelp.com/app/ask

Please also include the reference "141983"

Thanks

Chris from Comet.

michaels

Thanks Chris

Milton Keynes store have offered to provide a replacement when they get new stock on 21st March. Given this will be a new machine I think I will go for this rather than getting the existing one repaired (although having discovered that the laundrette charges £5 per load without drying the next 10 days are going to be very expensive)

If you don't mind though I will be in touch if it looks like there are going to be any delivery delays.

Thanks for the pro-active support, very impressive especially given how maligned Comet's customer service is - if it all works out on the 21st I will certainly recommend the store.

Comet_company_representative wrote: »

Hi michaels

It is disappointing to note the display model was faulty, although customers do handle them, the store should have checked that this was all in working order before you had taken it away.

Although you are entitled to an exchange, I can appreciate that this is a further inconvenience for you, therefore if you e-mail me your details I will try to add an additional call out for our engineer to come and rectify this fault as soon as possible. If you would like me to arrange this please e-mail me using the link below. If you can include your name, address and order number in your e-mail, this will help me to deal with this quicker.

http://comet.custhelp.com/app/ask

Please also include the reference "141983"

Thanks

Chris from Comet.

Comet_company_representative

michaels wrote: »

Thanks Chris

Milton Keynes store have offered to provide a replacement when they get new stock on 21st March. Given this will be a new machine I think I will go for this rather than getting the existing one repaired (although having discovered that the laundrette charges £5 per load without drying the next 10 days are going to be very expensive)

If you don't mind though I will be in touch if it looks like there are going to be any delivery delays.

Thanks for the pro-active support, very impressive especially given how maligned Comet's customer service is - if it all works out on the 21st I will certainly recommend the store.

Hi michaels

I was pleased to see you have managed to reach an agreement with the Milton Keynes store. I hope that this matter is resolved as you have advised on the 21st, however if you do need further assistance please contact me using the link previously provided.

Thanks

Chris from Comet