Comet Repair time

dan_l

CoolHotCold wrote: »

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.

Surely being without a fridge/freezer for almost a month which means being unable to buy frozen food, having to make a lot more trips to the shop and probably having to spend more money on food would be classed as being a significant inconvenience in most people's opinion.

For the people who think it isn't I'd be interested to see what examples could be class as a significant inconvenience.

arcon5

Its not particularly hard to adapt without a fridge/freezer. You buy long-life milk, tinned foods ect. We went wthout a fridge freezer last year for about 12 weeks because we had some financial difficulties and it really wasn't as hard as you would expect.

However, you could argue as little as 3-4 days is significantly inconvenient but yet it is not reasonable to expect them to repair it in 48 hours. I'd say a reasonable amount of time would be 14-21 days, 28 days though is a common number when it comes to so many repairs and seems to be the number most people quote as being reasonable up until.


Though I wonder if quoting Sales of Goods Acts and the part about minimal inconvenience is actually going to help op in anyway. Infact I would doubt any amount of complaining is going to help speed to process up. The manufacturers will repair it in order then arrange to return the item. And at the end of the day... what can you do about it if they won't put this repair to the front of the queue? sweet !!!!!! all! This is Comet we're talking about, you have more chance of winning the lottery than getting any level of customer service from them!

anne.h_4

COMET have a Crystal Ball policy in place now regarding onsite repairs to both White and Brown Goods. This is the reason "Repair Time" goes out the window.

All reported calls are screened at a national call centre. (To make sure product is plugged in ect, ect) The customer is asked a series of questions by a so called expert who then decides it needs a couple of parts to fix the problem.

These parts are then ordered and the customer informed an Engineer will arrive on such and such a date to carry out the repair this date can depend on how long is a piece of string equation especially if the parts are not in stock.
Note at no point yet has an engineer has actually examined the faulty product.

When the engineer eventually has a job booked to fit these parts it now all depends on the previous pre diagnosis by the expert with the Crystal Ball. The engineer may or may not fix the product then but if not the customer is back to square one again this could be 14 days down the road .

Often the engineer has been given the wrong parts for the product in question and he has now to inform the unhappy customer he will have to order more or even worse the correct parts to carry out the repair.
If the customer is giving him a hard time he will escalate the complaint to a manager regarding the customers complaint who then has further desicions to make.

All white goods products are either repaired in the field or more often than not written off in the field as none are uplifted to a service centre for repair.

COMET will tell you their success rate in first time repair is a fantastic 99% or so which is much the same as CURRYS ect but both are guilty of figuire fudging .

COMET no longer have regional service centres to carry out repairs to Brown Goods or carry parts for customers where their field engineers used to be based neither have CURRYS/DSG.
So please do not blame the field guys who are doing there best in a thankless job.

The systems put in place now by COMET regarding repairs for customers products when they breakdown are going backwords not forwards as they would have you believe.

Finally to wait nearly 28 days for a fridge repair in this day and age is totally unacceptable.
Put your complaint in writing to the Head Office in HULL forget about the local retail store .

marieth_2

Oh my god! Thank you for this website! I feel like I'm going insane. I was becoming paranoid that Comet Repairs had a vendetta against little 'ole me! I've been waiting FIVE WEEKS for Comet repairs to come and fix my washing machine. Despite phoning them and hassling them they are still none the wiser as to why this is taking 5 weeks. I would'nt mind but they take the money off you before they even give you an initial date for inspection. And to think I thought a 10 day turn-around was too long!

I've been nearly tearful on the phone about the inconvenience to my family; the cancelled apointment after re-arranging my life to be home for the repair man, then the flimsy excuse at 11 am on the expected day of repair, (oh the engineer will ring by 10am to tell you ETA I was told) that the part had arrived but was broken so would have to be re-ordered. Back to square one.

Constant trips to the launderette. Washing baskets in the boot of my car ready to drop a load off at any unsuspecting friend. Mad hunts and raids for pound coins for the coin-op launderette. (£6 for a wash these days!) Not to mention the time and money I've spent on phone calls chasing them up: 25mins on hold this morning! Then 20 mins waiting to be told I have to wait another 3 days!!!!

I don't know whether to stick with them and hope they come through in the next few days or what. I do feel powerless!
I've just been referred to the investigation team who are investigating this delay.
-So what time will you ring me back?
- In three days
WHAT?
And I'm supposed to be a priority!
-What d'you expect us to do?
-Chase up the part! ring the engineer! ring LG! organise a courier!
There's just a few ideas.

Oh and not to mention the patronising emails that add insult to injury: "We haven't forgotten you! things are progressing as planned!" when they so clearly haven't got a clue who you are or how shambolic their planning is perceived by their customers.
Or the "we'll be in touch with you shortly!" 7 days on is not shortly in my book!

I feel calmer now!!!!!!!

anne.h_4

Oh dear marieth , this is the "Crystal Ball" and "how long is a piece of string" repair time working together.

Judging by your post this is a £125.00 repair thing this includes parts up to a certain value call out charge, labour and vat with a 3 month guarantee on any parts fitted. I think payment is taken right away by card.
They tell you to read their Terms and conditions regarding the repair. They should be reading them also.

This is amazing when the fact seems the part required to fix your washing machine was received by COMET damaged so therefore it has been re ordered again , and no one can actually tell you what is going on some 5 weeks down the line.

More worrying is at no time so far has your machine even been looked at by an engineer in your house to determine the actual fault and which part if any is required.
(This seems to have been done already by the Crystal Ball reader who is hundreds of miles away no doubt)

I would be contacting them again and demanding my £125.00 back as this is totally unacceptable if you have paid for this not existant service up front and 5 weeks later you are no further forward just out of pocket.

Contact one of your local LG dealers and give the business to them.

Good luck anyway and keep us informed of any progress good or bad.