Comet

ebaybaby

I am livid.

Bought a dvd recorder in December form Comet and had to return it with a fault, (the machine was constantly freezing up, couldnt turn it on or off, we had to switch it off by the wall and re-start it, it recorded the same 2 minutes of a programme 99 times then would not let me delete it?)
They sent it away to repair it came back within 2 weeks the fault returned, took it back.......off to repair again.
Came back, within 2 weeks.......guess what.....same fault.
Ive been in touch with Consumer Direct and they told me to go back again and speak to the Store Manager, and ask, how many times do they consider it appropriate to repair an item before taking different action i.e replacement or refund. The Manager told me he does not make that decision, the service centre does. I asked to speak to someone in the service centre and was told "We dont have a policy, basically you carry on returning it and we'll carry on fixing it"
The problem is they are now saying that when it went in for the 2nd repair they found no fault (they did the first time and "fixed it").
Consumer Direct have referred me to Trading Standards, who called the store today for me and the respose was the same, they are trying to fix it but, if they find no fault, there is nothing they can do. I would have to pay for an independent person to come in and verify the fault, which will then cost me.

Sorry this is such a long one, but I am fuming.

I will NEVER EVER shop at COMET again!

maninthestreet

Can you name the make and model of the DVD recorder, so we can all avoid buying it!

ebaybaby

Hi,
Its the Samsung DVD-R149

epsilondraconis

All you need to do is to return to Comet, taking the offending DVD player with you and refuse to leave the store until the matter is resolved satisfactorily (whether that means you having a refund or another machine you'll need to decide).
The key is to be very polite at all times, never raising your voice and insist you speak only to the store manager. Be prepared for a long wait, but I'm sure you'll get there in the end.
If they insist on doing nothing and it is a long time until the store closes, tell them you will return just before they close that night and will resolve it then. Then return about 15minutes before they close and wait. I'm sure the manager will want to close the store and won't be impressed that you're standing there with your DVD player.

I used this course of action years ago when I had bad service from a building society. In the end the manager called the police because I wouldn't leave - I was always very polite and never made a scene. I then complained to the head office and was given an acceptable amount of compensataion for my trouble!

Sometimes you've just got to fight your corner so to speak. I don't mean literally! We don't want to read in the newspapers about a comet store manager with a DVD player impaled in his head.

Hope all goes okay.

ebaybaby

Lol!!!
I came so close to that impaling the other day!!

Unfortunately, I am "hot headed" and really fought my corner!!!

Keep checking the papers!!!!!!!!!!!!!!!!!!

epsilondraconis

ebaybaby wrote: »

Lol!!!
I came so close to that impaling the other day!!

Unfortunately, I am "hot headed" and really fought my corner!!!

Keep checking the papers!!!!!!!!!!!!!!!!!!

Gulp! Sounds like this could be better than the Joe Calzaghe fight at the weekend. Let me know when you're planning to head into Comet and I'll come up to cheer you on at ring-side. :T

Coupon-mad

I have had a similar problem with Dixons (same group as Comet I think?) in the past, with a PS2 that developed a fault within 6 months.

Had a right run-in with the local Store Manager when I simply requested a replacement using my rights under the Sale of Goods Act. He wouldn't budge from repair; I wouldn't budge from replacement (as is the consumer's right). In my case I gave up with him, when I remembered I had actually bought it from another branch. Went there instead, braced myself, told them about the fault...and off went the guy to get me a new PS2 from the back office. Huge apology, new console and a new receipt, I couldn't believe the difference but I know which branch I would/wouldn't buy something from now!

Anyhoo, you are within your rights to insist on a new machine, as you seem to know, it's just how to get it? I like the publicity idea ('keep checking the papers!!') as that is what I would do in your shoes. You have nothing to lose by making this public and they have a quite a lot, not least in terms of consumer confidence of anyone who hears about your bad treatment.

There's always Watchdog as well, Comet need a kick by the sound of it to admit they do in fact know the law (course they do, they just hope you don't):

http://www.berr.gov.uk/consumers/fact-sheets/page38311.html

Just a final thought, can you find an email addy for their Head Office and send them a link to this thread, I don't think they like this sort of negative chat as it wrecks their Google image for starters...or why not print the thread out (and the Sale of Goods Act link) and send them with a snail mail complaint letter marked 'Private & Confidential' to their Head Honcho.

Good luck!

finbow

epsilondraconis wrote: »

All you need to do is to return to Comet, taking the offending DVD player with you and refuse to leave the store until the matter is resolved satisfactorily (whether that means you having a refund or another machine you'll need to decide).
The key is to be very polite at all times, never raising your voice and insist you speak only to the store manager. Be prepared for a long wait, but I'm sure you'll get there in the end.
If they insist on doing nothing and it is a long time until the store closes, tell them you will return just before they close that night and will resolve it then. Then return about 15minutes before they close and wait. I'm sure the manager will want to close the store and won't be impressed that you're standing there with your DVD player.

I used this course of action years ago when I had bad service from a building society. In the end the manager called the police because I wouldn't leave - I was always very polite and never made a scene. I then complained to the head office and was given an acceptable amount of compensataion for my trouble!

Sometimes you've just got to fight your corner so to speak. I don't mean literally! We don't want to read in the newspapers about a comet store manager with a DVD player impaled in his head.

Hope all goes okay.

A customer did a similar thing in a branch of currys and they were removed by the police, became quite embarrassing for them with 30 members of staff staring at them with much distain while they were escorted out. Might work in some situations but I'd personally go for a more 'legal' less embarassing approach. :rolleyes:

epsilondraconis

finbow wrote: »

A customer did a similar thing in a branch of currys and they were removed by the police, became quite embarrassing for them with 30 members of staff staring at them with much distain while they were escorted out. Might work in some situations but I'd personally go for a more 'legal' less embarassing approach. :rolleyes:

I suppose it is a matter of perception. Perhaps your interpretation was that they were embarrassed, because that is how you would have felt had you been in that situation. I guess one person's embarrassment is another person's making a stand. I'm not advocating that the OP try to escalate it to that level because having the police intervene is definitely a complete waste of their already scarce resource. I agree that many times the 'legal' route is the best course of action; however sometimes it may just be the attitude of the person dealing with the problem that causes you to go for the face-to-face route.
When I say the face-to-face route, it is important that this isn't perceived as confrontational. The key thing is to always be extremley happy and to keep smiling. Going in with that approach can usually get a very positive result.

The Building Society example I cited previously was very much a one-off; however sometimes I feel one needs to make a stand.

deanos

Coupon-mad wrote: »

I have had a similar problem with Dixons (same group as Comet I think?) in the past, with a PS2 that developed a fault within 6 months.

Had a right run-in with the local Store Manager when I simply requested a replacement using my rights under the Sale of Goods Act. He wouldn't budge from repair; I wouldn't budge from replacement (as is the consumer's right).

sorry but you are incorrect the retailer can insist on a repair

kr15snw

Plus Dixons are a different group to Comet. Comet are a different group to everyone actually... (well other than kensa)