Comet...very poor service

Siemo

Hi just looking for a spot of advice for my mum

She bought a washing machine from Comet in September, and by April it was not working. Various visits from 'engineers' who kept bringing the wrong parts (and one where he didn't turn up) resulted in 32 days without her machine before it was finally fixed.

6 weeks later it was broken again and she's been through the same thing again, now they have finally offered to give her a credit note for a new one (though she has to go down to the shop to order it and get it installed etc!!!) This time she has been 24 days without it and still counting.

I've told her not to accept a credit note and to demand a full refund (think she is entitled under SOGA?) and buy from elsewhere. But does she have any other legal rights here? I would have thought they would have to compensate for time wasted (6 engineer visits) and inconvenience? When we have had similar problems in the past other companies have given us vouchers as a goodwill - but Comet say it's not their policy to offer any sort of goodwill gesture! Is it worth pursuing further (we wrote to the CEO's office) or just take the refund and learn a valuable lesson never to buy from Comet again?

Thanks for any advice you can give.

Techhead_2

I would check through the FAQ etc at the top of the forum for the full details.

You need to distinguish between a warranty and the SOGA.

If you want to exercise your SOGA rights the onus is on you to prove the machine is inherently faulty. Comet will then have to offer their choice of either a repair, exchange or partial refund (to take into account the use you have had )

If you want to go down the warranty route then they will have their own terms and conditions.

If there is a specific expense you would like refunding then you can ask them to compensate you. But it will be a negotiation between you and them.