Comet Repair "Service" AVOID

sly666

I just wanted to warn people about my experience with Comet's Repair Service.

10th Jan 2011 - Reported a fault with the Smeg combi oven/microwave at our flat in London docklands. Model number given.
They arranged a date to visit in about a weeks time which i passed on to our tenents.(rented property)

"Engineer" (term used very loosely) arrived at the agreed time/date. Took one look and said "he cant fix ovens, they sent the wrong engineer"

Two weeks passed, and they called to arrange a date for another "oven engineer" Tenents informed again.
He arrived at the agreed time and said "I need to take it away, but i'm not allowed to remove the screws that hold it in the cabinet" so he left. (not screwdriver trained i assume)
So our tenent (an investment banker, not an "engineer") found a screw driver and removed the two screws.

Comet arranged for another "monkey" to collect the oven, Tenent informed.
He arrived at the argeed time, and said "i cant lift that, it needs two people" & said they cannot let people help them as they are not insured, so left empty handed.

Two weeks passed again. Tenent now very angry. and has handed us his 4 weeks notice to leave.
Comet arrange another date. Tenent informed. This time two "monkeys" arrive. As each monkey was equipped with two arms and a pair on brain cells they managed to slide the unscrewed oven out and took it away.

The oven was taken away towards the end of Feb.

I started calling them begining of March. Firstly they had no record of the oven and didnt know where it was.
The situation was esculated to the "investigations dept" in Hull. The fact a company needs a "investigations dept" deeply worried me, but soon realised they are as incompetant and useless as all the other departments.
EVERY time i called i was promised a phone call back. NEVER did anyone once call me.
After about 15 calls i made over a period of 3 weeks it would loosely seem they have found the oven and are waiting for parts to repair.
The parts are in stock at Smeg, but its not Comet policy to put them on a 24hr carrier, so "might arrive in the next week or so"

Apparently, 3 months is ok to leave a property without a working oven.

There is now a new tenent in our flat who has moved in to find the oven missing, and i have had to buy a combi microwave to keep him happy.

Comet have been nothing but a complete shower of sh**.
The repair policy states if the appliance cannot be repaired it will be replaced for new. Apparently this does not apply if they loose it, and there is no time limit on how long it takes them to fix it.

So to summerise...

1. DONT every waste your money on a Comet extended warranty.
Save your money/time/stress and use a local repair firm if it breaks.

2. DONT buy anything made by SMEG, out of the dishwasher, washing machine, hob and cooker hood, all four years old, Only the smeg cooker hood has not packed in. Shocking!

Fail.

wealdroam

Why have you posted this?

If you just want a rant, then the Praise and Vents board is the better place.

Comet_company_representative

sly666 wrote: »

I just wanted to warn people about my experience with Comet's Repair Service.

10th Jan 2011 - Reported a fault with the Smeg combi oven/microwave at our flat in London docklands. Model number given.
They arranged a date to visit in about a weeks time which i passed on to our tenents.(rented property)

"Engineer" (term used very loosely) arrived at the agreed time/date. Took one look and said "he cant fix ovens, they sent the wrong engineer"

Two weeks passed, and they called to arrange a date for another "oven engineer" Tenents informed again.
He arrived at the agreed time and said "I need to take it away, but i'm not allowed to remove the screws that hold it in the cabinet" so he left. (not screwdriver trained i assume)
So our tenent (an investment banker, not an "engineer") found a screw driver and removed the two screws.

Comet arranged for another "monkey" to collect the oven, Tenent informed.
He arrived at the argeed time, and said "i cant lift that, it needs two people" & said they cannot let people help them as they are not insured, so left empty handed.

Two weeks passed again. Tenent now very angry. and has handed us his 4 weeks notice to leave.
Comet arrange another date. Tenent informed. This time two "monkeys" arrive. As each monkey was equipped with two arms and a pair on brain cells they managed to slide the unscrewed oven out and took it away.

The oven was taken away towards the end of Feb.

I started calling them begining of March. Firstly they had no record of the oven and didnt know where it was.
The situation was esculated to the "investigations dept" in Hull. The fact a company needs a "investigations dept" deeply worried me, but soon realised they are as incompetant and useless as all the other departments.
EVERY time i called i was promised a phone call back. NEVER did anyone once call me.
After about 15 calls i made over a period of 3 weeks it would loosely seem they have found the oven and are waiting for parts to repair.
The parts are in stock at Smeg, but its not Comet policy to put them on a 24hr carrier, so "might arrive in the next week or so"

Apparently, 3 months is ok to leave a property without a working oven.

There is now a new tenent in our flat who has moved in to find the oven missing, and i have had to buy a combi microwave to keep him happy.

Comet have been nothing but a complete shower of sh**.
The repair policy states if the appliance cannot be repaired it will be replaced for new. Apparently this does not apply if they loose it, and there is no time limit on how long it takes them to fix it.

So to summerise...

1. DONT every waste your money on a Comet extended warranty.
Save your money/time/stress and use a local repair firm if it breaks.

2. DONT buy anything made by SMEG, out of the dishwasher, washing machine, hob and cooker hood, all four years old, Only the smeg cooker hood has not packed in. Shocking!

Fail.

Hi Sly666

I have managed to obtain your information from Gemma who has been dealing with this issue. It is clear that the service offered on this occasion has not been at the standard that we would expect our customers to receive. The amount of visits you have had to endure to remove one appliance is not acceptable and this has since been addressed with the relevant centre.

I have been told that the parts have arrived this afternoon. Gemma will be calling you in the morning with an update for when the repair will be completed and returned to your tenants with a view for this to be done as quickly as possible.

Please accept my apologies for the lack of service you have received so far, and I would like to assure you that this will continue to be monitored to ensure we now resolve this as quickly as possible.

Adam from Comet.

sirmarcus

Comet_company_representative wrote: »

Hi Sly666

I have managed to obtain your information from Gemma who has been dealing with this issue. It is clear that the service offered on this occasion has not been at the standard that we would expect our customers to receive. The amount of visits you have had to endure to remove one appliance is not acceptable and this has since been addressed with the relevant centre.

I have been told that the parts have arrived this afternoon. Gemma will be calling you in the morning with an update for when the repair will be completed and returned to your tenants with a view for this to be done as quickly as possible.

Please accept my apologies for the lack of service you have received so far, and I would like to assure you that this will continue to be monitored to ensure we now resolve this as quickly as possible.

Adam from Comet.

OP...Suggest that you try to get compensation from Comet as well; especially as your rental income appears to have been impacted by Comet's incompetence.

If you don't get a satisfactory response from Gemma or the Comet rep, suggest you escalate and complain to Hugh Harvey, Comet Managing Director, via sending him an email to [EMAIL="hugh.harvey@comet.co.uk"]hugh.harvey@comet.co.uk[/EMAIL],

Good luck and hope this helps.

Comet_company_representative

Hi sly666,

I have discussed this matter with Gemma today and she has confirmed that she has been in discussions with you regarding the delivery of your repaired Smeg oven, so that this fits in with your tenants.

Again, our sincere apologies for the delay in this matter being resolved and I trust this is now resolved to your satisfaction.

Regards,

Andy from Comet

sirmarcus

sirmarcus wrote: »

OP...Suggest that you try to get compensation from Comet as well; especially as your rental income appears to have been impacted by Comet's incompetence.

If you don't get a satisfactory response from Gemma or the Comet rep, suggest you escalate and complain to Hugh Harvey, Comet Managing Director, via sending him an email to [EMAIL="hugh.harvey@comet.co.uk"]hugh.harvey@comet.co.uk[/EMAIL],

Good luck and hope this helps.

Comet_company_representative wrote: »

Hi sly666,

I have discussed this matter with Gemma today and she has confirmed that she has been in discussions with you regarding the delivery of your repaired Smeg oven, so that this fits in with your tenants.

Again, our sincere apologies for the delay in this matter being resolved and I trust this is now resolved to your satisfaction.

Regards,

Andy from Comet

sly666...I hope that Comet have offered you compensation as advised in my previous posting. If not, 'accept under duress' the offer of your repaired oven whilst you escalate to the CEO for compensation as advised in my previous posting.

robster0512

:mad::mad::mad:Dont bother paying for Comets extended warranty unless you want to wait a very long time for them to sort it out.
Bought LG Plasma tv plus Comet extra warranty. Great, peace of mind for five years. 18 mths later Tv went bang. phoned warranty office, yes covered, will send engineer out, but not for 14 days, but if I pay £145 they will get an engineer out within 48 hrs ?? engineer arrives 13 days later, whoops screen is fried, will have to arrange for it to be collected,when? don't know. phoned warranty office, not their problem as tv has not been diagnosed by repair centre, why send engineer out then?? phoned repair centre, will get collected when they are ready. next 5 to 10 working days, tv will then go to chepstow for at least 1 working day and then go to Bristol repair centre to be booked in for fault diagnosis within 5 working days. Time scale unknown. But looking at another 2 to 3 weeks if repairable as they would then have to order a screen, 7days, if screen not available will then contact warranty office within 2-3 working days so all in all Absolutely Disgusting!!!!!!!!!!!!! I will never buy or recommend anything from comet again. Engineer stated that they don't replace the plasma screens as it will be expensive, Still waiting.
anybody know what I do next as I think Comet after sales and service are pathetic and Comet dont care once they have sold you the extended warranty:mad: