Comet Repair time

Rjgleeds

Hi I bought a Samsung fridge freezer from comet with a 3 year extended warranty,It is around 2 year old,on the 1/11/11 it decided to stop working,So called comet and they said they would get a engineer out on the 5/11/11 with all the spare parts he would need,Engineer turns up and says he thinks that it is a certain part that was faulty but it could also be the main board,He said he would call on the 7/11/11 to see if the part he fitted had solved the issue as if it was the main board It would need to be ordered,I knew within a hour of the engineer leaving that the issue was not fixed,So I Rang him back the same day and told hm it was still broke he told me they would get in touch when the part was in stock,So on the 7th I rang comet to confirm that the part had been ordered and get a date for the repair they told me that the part would be in by the 16/11/11,

I have called them this morning to see if the part has arrived and to get it sorted and was told the item is in stock but I have to wait another 6 days for a engineer to come out,I would of expected it to be withing 48 hours of the part arriving,So I have to be without a fridge for 22days and thats if he brings the right part,
I have a family of 6 with a 3 month old baby so as you can guess is is very inconveniant,
Is there any thing I can do to get it fix sooner
Thanks

bris

No, not really unless you can complain really good. They have a reasonable time to fix it, 28 to 30 days is about the max and anything over starts to become unreasonable.

fluffnutter

The SOGA stipulates that any repair shouldn't cause you to be to overly inconvenienced. I think being without a fridge for over three weeks constitutes an inconvenience. Point this out to them, request either an earlier repair or a replacement that can be delivered quickly. All this comes with the caveat that your goods are over six months old so things are a little more complicated. I should imagine that given that Comet have agreed to repair means they're accepting liability (if goods are over six months old you have to prove the fault was inherent). If that's the case, then I see no reason why the bit about inconvenience shouldn't apply.

fluffnutter

bris wrote: »

No, not really unless you can complain really good. They have a reasonable time to fix it, 28 to 30 days is about the max and anything over starts to become unreasonable.

Where does '28 to 30 days' come from? There is no time limit stipulated in the SOGA, only that a repair shouldn't inconvenience you. It very much depends on the item. Being without a fridge for a month is not acceptable.

Rjgleeds

Thanks for the responses,Is it worth going into store and complaining to them?As on the phone today when he said 6 days I told him it was not good enough I want it sorting sooner and he said next week was the soonest that they could get someone out so I had a moan at him and he basically said tuff take it or leave it,

fluffnutter

Rjgleeds wrote: »

Thanks for the responses,Is it worth going into store and complaining to them?As on the phone today when he said 6 days I told him it was not good enough I want it sorting sooner and he said next week was the soonest that they could get someone out so I had a moan at him and he basically said tuff take it or leave it,

Comet are famed for their customer service. It's why they've just been sold for £2.

fluffnutter

You need to talk to someone who can make decisions - not some sales monkey on the shopfloor, nor some 'customer service agent' on the phone. It might not be possible to get a repair any sooner (how much influence do they really have over engineers who probably work for a different company?) but they can provide you with a replacement, either temporarily or as a permanent solution.

You need to speak to a supervisor and ask for a replacement. Point out that the law stipulates that a repair shouldn't overly inconvenience you.

Rjgleeds

fluffnutter wrote: »

Comet are famed for their customer service. It's why they've just been sold for £2.

Fair point
I may aswell give it ago instore as I am going to the complex where it is

fluffnutter

Rjgleeds wrote: »

Fair point
I may aswell give it ago instore as I am going to the complex where it is

Ask for the loan of a display model (clean one ).

CoolHotCold

fluffnutter wrote: »

Where does '28 to 30 days' come from? There is no time limit stipulated in the SOGA, only that a repair shouldn't inconvenience you. It very much depends on the item. Being without a fridge for a month is not acceptable.

You missed out Significantly inconvenienced from every post you've made.

The SoGA states it must be done within a reasonable timeframe and must not significantly inconvenience you.

2 to 3 weeks is a horrible repair time, and of course it will be a inconvenience, but trying to argue it to a judge/court is hard to do.

samboette

I will never buy anything from Comet again after going through something similar a couple of months ago.

In August Our 8 month old condenser dryer decided to give up the ghost, tripping our electricity each time we switched it on. After 3 visits from engineers, too many calls to Comet's call centre to mention, a couple of visits to the store we bought it from, 2 letters and 8 weeks later we eventually got it fixed.

Comet's customer service is diabolical, they don't and won't listen, we used the significantly inconvenienced line more than once but it fell on deaf ears. I know some may think going without a dryer isn't that inconvenient but my other half works in a hospital and is important to get his uniforms washed and dried as well as my work clothes and our every day washing.

After it was fixed I wrote a third letter to their complaints department and have not had a response, can't say I'm surprised.

I know this doesn't help the OP but just wanted to give an insight to what you're up against, I felt like banging my head against numerous times.

Good luck!!