Comet extra care cover

freebirdsflying

I purchased a macbook from Comet in May of this year. I kept getting funny things going wrong with it, until finally in september it switched off never to switch back on again.

I phoned comet as I had paid a few hundred pounds for insurance. I had been told if I had any problems someone from comet would come and collect my laptop to take it for repair.

After spending nearly an hour on the phone arranging a pick up time, I was phoned back to say I had to take it to an apple store because it was under warranty. As I bought it from comet, and had insurance with comet I was a little perplexed. Due to health problems it was impossible for me to get to an apple store and it took much stress and inconvenience to find someone who could.

Apple quite obviously said they werent prepared to fix it for free, as I had no insurance with them, and I had to arrange AGAIN for someone else to pick it up.

Phoned comet back, wasted another half an hour arranging a pick up date. The day they were meant to come, no one came, or phoned to say this. I phoned back AGAIN, was told someone had arranged a pick up date - someone would come tomorrow. Again no one came.

The laptop was eventually picked up, where the fun really begins - They picked it up and I was told they would phone to tell me what was going on. 2 weeks later no phone call. I phoned them again - waiting another half an hour to get through to someone to be told it had been written off due to being to expensive to fix. This was interesting as apple ahd quoted £400 to fix (it was £867 new). Then I was told my computer wasnt being stocked anymore, so all they would offer me was vouchers for £867.

I was sold a policy being told I would be offered like for like, or to a similar or greater spec. The only mac laptop I can buy is a macbook air (worth £845) that doesnt have a CD/DVD drive. I need this drive for my work. The macbook pro is £919 and DOES have a drive, and is of a similar spec. Comet has refused to provide me with one unless I pay the extra £60. I just dont think this is fair.

I contacted Apple who have said they will investigate comet for writing off a computer that is fixable.

I just feel so let down and disgusted with them, their customer service is rubbish, and i'm really, really worried that I bought a new TV, IMac and Dyson from them with what appears to be useless insurance. If my TV goes wrong according to them they can offer me one of lesser value and there is nothing I can do. Does anyone have any advice?

visidigi

May this year = laptop under warranty. Repair should be performed under warranty or are apple saying it was damaged by you?

Insurance would have been for anything not covered by warranty, if one day it just didn't turn on then thats surely a warranty repair? Why would apple not fix it? What reason did they give?

A full refund of purchase amount is a fair offer - you have had 5 months use out of it - you are being returned to your original purchase price which is fair.

freebirdsflying

but I want the money not vouchers so I can get my laptop repaired! Comet are being fraudulent as they will not give me my money back, if I have vouchers they are making profit yet again. Apple are investigating them for this, as they looked at my laptop and said it is not economically beyond repair. Something is up with that. Plus their customer service is disgusting. A fair offer is getting my money back, or repairing my laptop, not offering me an INFERIOR MODEL.

somethingcorporate

Have you spoken to the manager in the Comet? I think with some gentle persuasion they would give you your money back. Although you have said yourself this wouldn't buy you a new laptop but would go a long way to towards the macbook pro.

The internal dealings between Comet and Comet and Apple has nothing to do with you. If Comet decide to write it off there is nothing that Apple can do about it (as it is Comet's property - sale - contractual responsibility).

freebirdsflying

I know it has nothing to do with apple, but apple has outstanding customer service and i'm so angry that I bought from comet and not apple. Apple have always been fantastic, the amount of time i've wasted with rubbish customer service at comet is ridiculous. I definitely wont be buying anything from them ever again.

I dont actually want the macbook pro, but it seems as if apple has discontinued the macbook. Thats just one of those things.

I think I may have been mis sold my insurance, as there was no account of these terms and conditions on my paper work, and only uncovered this after spending ages googling their t&c's. Perhaps i'll contact the underwriters as I wonder if they would be pleased that comet are giving me £867 instead of a repair that would cost £400. It all seems odd, I expect its because if they give me vouchers they make a profit when I buy something with them.

I think giving me the difference of £50 something pounds to get the pro would hardly even make up for the rubbish customer service they have provided.

on their extra care cover leaflet it says a new for old, like for like or similar specification. Its not my problem they discontinued the macbook, the macbook air has no rom drive, and is a lesser value the pro IS £50 more but is the most similar product so I dont see why they are kicking up such a stink.

Trebor_Mints

I feel for you freebirdsflying. I have had similar issues regarding Comet and their supposed cover plan. Seems the forums are littered with such instances. Even the BBC Watchdog are aware

bbc.co.uk/blogs/watchdog/2011/09/comet.html

I don't believe anything will be done. From a consumer stand point. Not much you can do. Just never darken their doorstep again and warn friends and family. Facebook and the like are good for this.

LindaMary

Where are you in the country. There are Apple Service providers in certain areas?

flybutterfly

sorry no advice to offer,

Its just another high street retailer saying yes we have your money, now go away and don't come back.
Customer service is a joke, you only find out when you have problem. These big name stores are only interested in profit.
SHAME ON YOU COMET
hope you get it sorted soon, let us know how you get on,

Bramleyboy

Hi FreeBirdsFlying,
I don't understand your statement that Apple were not prepared to fix it for free. You have a one year global warranty with Apple and can purchase another 2 years within the first year at any time. If you do not have an Apple Store nearby, you may still have an Apple Service Provider. These are independent companies who do warranty and out of warranty work for Apple. If your MacBook has failed in warranty, Apple will fix it for free. Your only issue is getting it there. Apple should be able to tell you if there is an AASP in your area which might help.
If you can tell me roughly where in the country you are, I will check for you

Bramleyboy