TV faulty - after 15 months

Mr_Benn

Well it took them at least 5 weeks, but Comet finally fixed my tv.
I was tempted to say thank you to the store staff, but considering they originally tried to fob me off and not fix it , I changed my mind.

It was mentioned in the papers at the weekend (by Martyn Lewis , I think) about what rights people have for returning faulty tv's. It did re-iterate that Warrantys arent the be all and end all, but it didnt quote the Sale of Goods act for example , which was a shame.

vyle

Mr_Benn wrote: »

Dont think the staff were that happy about it , but they were polite enough.

Im still holding my breath as it hasnt been fixed yet , so will report back when I have an update .
But its looks good !

The thing to keep in mind is that the front line staff tend not to be allowed to make certain decisions. If they said, "I understand your rights, I'll authorise (Whatever)" then they'll get in a heap of trouble.

I've been in a few situations where I've given a customer a refund for stuff, and been disciplined for it, despite my manager acknowledging that he would have done the EXACT SAME THING had I referred it to him.

They're likely more frustrated that their job makes them look to be the bad guy, and doubly so when head office overrules their own guidelines, when it'd just be better customer service and simpler all round to allow the staff in branch to do it themselves.

The moral of this story, of course, is to next time buy from a shop that offers more than a single year's guarantee, as you'd have had your TV fixed in about two to three weeks of it going wrong, judging by most warranty repair agents.