Sending a complaint to Comet

Comet_company_representative

sad_grandmother wrote: »

We purchased a 3D TV 5 months ago but could never see 3D on the 3D dvd that came with the TV and DVD player package. We kept visiting electrical stores and were always asked if we had the settings right. Last week I was in a new Comets that had opened near us.Once again I mentioned that our 3D package was nothing like theirs in the store and once again I was asked if we had it set right. I said that we definatly had and so the nice man looked it up on their system and said that we had been given the wrong package. He said 'you should never have been given that dvd with that package. No wonder you can't see 3D'. I phoned the store that we had bought it from and a lady along with another lady had said that they were scratching their heads as to what had happened.
We arranged that we would change the DVD player the following sunday. I wanted to get to the bottom of how this had happened and so I asked (with my husband standing next to me who heard every word) how did this happen? The lady said that it was the manufacturers package and so I said 'so its the manufactures fault then?'and she said 'yes!'
Today I phoned up the manufacturere and was told that they only manafacture them and Comets put the package together!!!!!!
So then I phoned up Comets and told them that we had been told that it was the manufacturers fault but it was Comets who put the package together. I said that we had the Tv for 5 months and never been able to see 3D on it. (we had even phoned up the manufacturers helpline when we first got the package to ask if we had not got the glasses working properly as we couldn't see 3D but we had as the red light came on).
They said at Comets that the manager was busy and would ring me in ten mintutes. After an hr and a half I rang them back and the lady who we bought it from came on the phone and said that the manager was busy.I reminded her what she had told us on sunday that it was the manufacturers fault and she said 'i didn't say that on the phone did i (asking the lady who was with her).I said 'no not on the phone but when we collected it' but she kept pretending to the other person that I was saying that it was when we were talking on the phone. I said 'no, you just said that you were scratching your head as to what had happened on the phone'. I said that this was on the sunday when we changed it. She said that I was calling her a liar and that she wouldn't have said that and jepodise her job after 20 yrs!I asked my husband this eve if he remembers it being said and he said'yes he does! I now have no faith in Comet at all! (I had started off wanting some sort of compensation for all the time wasted with a new tv that was no better than the one we already had but all I really wanted in the end was the truth and didn't bother in the end with compensation,although I feel that we do deserve it ! Surely if the package was put together wrong there must be others out there that have also got the wrong package!!!!!!
(It is such a shame that this has happened as we had recently bought a pc from Comets and the Comet on line crew are fantastic and I can't praise them up enough!)

Hi sad grandmother,

My name’s Andy and I’m from Comet.

I was concerned to learn of the problems that you have been are experiencing with your 3D package.

Based upon the information you have supplied, it appears that upon returning to your local store a colleague has confirmed that the DVD player you were originally given as part of the package was not the correct product for this particular offer, and I am sorry if the colleague in store led you to believe that this was a problem with the Manufacturer’s.

As I would like to take ownership of this matter and investigate all of the issues raised in your post, please could you send me an email using the below link which includes your purchase details. When sending your e-mail, please also quote your user name “sad grandmother.”

https://comet.custhelp.com

Thanks

Andy

sad_grandmother

Hi Andy. Thank you very much for your reply to my message on here as I have been having terrible problems trying to speak to the manager of the store and as I have said we have always been so pleased with Comets before this happened. I will contact you with my details Andy. Thank you very much. Pam.

sad_grandmother

ANDY I HAVE BEEN ON THE WEBSITE THAT YOU SAID AND SPENT ALL MY TIME TYPING OUT ALL THE INFORMATION FOR YOU BUT IT WON'T LET ME CONTINUE WHEN I CLICK ON IT AND SAYS THAT I HAVE TO CHOSE A FILE NAME?????? I WILL LOSE ALL WHAT I HAVE TYPED OUT NOW AS NOT THAT CLEVER.LOL. HELP!!!!!! thanks andy! (CAN'T I JUST SEND YOU AN ORDINARY EMAIL?)

sad_grandmother

On top of that Andy
the sales lady said that she had wavered the £75 extra to pay for the 3D blueray but surely that was in with the price of the package that we should have had in the first place. I have sent various emails to places last week that I was finding under some Comet pages but I don't know where they went as they have not got them at the customer services but today when I spoke with the customer support the lady kindly gave me an email address which I have sent more details in to.
She was also trying to get the manager of the store to speak to me but was having trouble getting an answer on the phone and was going to ask him to ring me today at 4.30pm but he never did. Last week when I asked to speak to him i was told it would be in ten minutes but it never happened and then I arranged to speak with him at 3-30 pm that same day but instead of him ringing me it was the sales assistant again along with her collegue which is what I have already said about on my first post on here.Thanks again Andy!

gordikin

It might be better to PM Andy.

sad_grandmother

Talking about standby mode. How can a tv be 70% energy saving when you can't get it off of standby????? lol. I know that it sounds stupid to you but what is PM ? other than afternoon. lol.

Comet_company_representative

Hi sad grandmother,

I was sorry to hear of the trouble that you have been experiencing when trying to send your email to our company.

When sending an email to ourselves using the “Contact Comet” page that I previously posted, it is not a requirement to attach a file before emailing. However, before you can send the email on the “contact us” page you need to select an option from the ‘Category’ field and also the drop down menu before you can send the email, i.e. select “more about us” and then select the drop down option “contact us”. This should then enable you to send your email. Upon making the required selections this field will go from Yellow (incomplete), to white, which indicates the selection is complete.

Unfortunately we are not permitted to post personal email addresses on public websites, so I apologise for not being able to offer you this alternative.

With regards to the further information you have provided for this issue, I will endeavour to investigate all of these matters once I have all of the relevant information via email. I request when sending your e-mail that you quote your user name “sad grandmother, to enable all details to be cross referenced.

https://comet.custhelp.com

Regards,

Andy

sad_grandmother

BE VERY VERY CAUSIOUS WHEN YOU SEE A 3D DVD PLAYING ON A 3D TV IN A COMET STORE AS YOU MAY ORDER THE PACKAGE WHICH ALONG WITH IT COMES 2 PAIR OF 3D GLASSES AND A 3D DVD TO WATCH BUT IF YOU ARE NOT CAREFUL,LIKE US YOU WILL FIND THAT AFTER SPENDING WELL OVER £2000 ON A 3D PACKAGE DEAL,IT TURNS OUT THAT YOU CANNOT WATCH THE 3D DVD THAT THEY GIVE YOU WITH IT! Why? Because they only put a normal blue ray player in for you to watch your 3d film on and then leave you baffled for months as to why you can't watch the dvd in 3d.
EVEN THOUGH ANOTHER COMETS KINDLY LOOKED IT UP ON THE SYSTEM FOR US AND SAID THAT WE HAD BEEN GIVEN THE WRONG PACKAGE AND EVEN THOUGH WHEN I SPOKE TO THE COMETS STORE WHERE WE PURCHASED IT FROM, THEY LOOKED INTO IT AND RANG ME BACK TO SAY THAT THEY WERE SCRATCHING THEIR HEADS AS TO HOW THIS HAS HAPPENED AND TO TAKE IT BACK TO THEM TO CHANGE. They now say that we were never meant to have a 3D player with the 3D package anyway!!!!!! and yet they were scratching their heads as to how it had happened (meaning that they had made a mistake). WHAT A BIG COVER UP!!!!!! (maybe a job for the office of fair trading!)

diana11

I have just had a terrible experience with Comet. I ordered online 3 alarm clocks. The first time the website was slow, my payment details timed out and the order did not go through correctly. I tried again with a different card and reordered. I then rang Comet on their very expensive line to advise them. The CS girl could see that the first order did not go through.

Email received stating delivery was Monday, bank account debited....no delivery. Just rang up today to check (again has cost me money) and have been told that both orders have been cancelled. No email received to tell me of this and now they are out of stock.

I needed these items to take to Ireland on Friday as gifts and now have nothing to take. Apparantly the store about 20 miles away has these items in stock so I was told I could drive there to collect them! But no - they could not deliver them to me from this store.

I find it incredible that this store can have such awful customer service. Comet actually debited me with the money and advised me of the delivery date and yet then cancelled my order without telling me.

JessTheCat

Just to add to the general tale of woe here......

In May I purchased a Samsung washer/dryer from Comet. Did all the research, read all the reviews before choosing but had to use Comet as had a voucher from British Gas.

All was going well until about a month ago when it stopped working and gave the error message HE2 - looked it up on the internet, Heating Element. Phoned them and told them what happened and that could engineer please come with Heating Element - appointment made for about a week later. Engineer came, no part - said it would be ordered and would return in a week. In a weeks time another engineer arrived, no part - said he would order it and ring us when he had it. Over a week later, no phone call, so rang service centre who told me that machine was fine and was left in full working order. Did a reasonably good job of keeping my temper and was transferred to Comet to get a new job raised (?????). Visit arranged for today. Engineer valiantly fought his way through snow and ice to look at machine and tell us that he will order the part ......£"%%"%$^&^&&%£$%$"!!!!!! Phone Comet, many apologies but no joy - just given an address to send complaint.

I work in a school so can't take time off, husband is self-employed so can take time off but loses money, 3 days so far add launderette costs and we may as well have bought a new one!

I accept things go wrong but all I want is for the engineer to turn up with the part, put it in the machine and leave it working. Why is this so difficult??