PHILLIPS VIDEO RECORDER (Comet.co.uk)

Member Name: diamondave

Product:	Comet.co.uk
Date:	13/02/06 (854 review reads)
Rating:

Advantages: OLD ESTABLISHED NAME

Disadvantages: BOUGHT FROM COMET

In June 2005 my father bought a Phillips Television, a stand for it and a Phillips Video Recorder from Comet in Mansfield.
Just before Christmas the video recorder started suffering from interference and skipping when playing back anything that had been recorded.My father tried brand new video tapes before he rang Comet, Comet sent out an Engineer who verified there was a fault, and he took it back to Comets repair shop to be repaired.It was a month before my father was informed that the video recorder was back again at Comets Mansfield branch, and Comet sent an engineer to return and install the machine at my fathers home. After testing the recorder it was still found to be faulty, and the engineer told my father to return it to the store.
My father and I returned the machine to the store, and were there at least an hour whilst the customer service guy phoned the workshop, and also tested the recorder on one of the televisions in the store, with one of the stores video cassettes. the guy verified that the fault still existed, and agreed with us that the machine should be replaced or we should have our money refunded, but he had to send the recorder back to the repair shop for them to make the decision. We left thinking that within a few days we would have the matter resolved to our satisfaction.
Ten days later after hearing nothing I rang Comets workshop, to be told that the video cassettes that my father had been using were faulty, and that was why the machine was not working right, there was nothing wrong with the machine and it was being returned. One week later my father recieved a phone call from Comet to say that the machine was once again
in the Mansfield store and was ready to collect.We went down to the store armed with a brand new video cassette, ready to test the machine before leaving the store.The customer Service guy tested the machine and once again the fault was still there.
At this we were extremly angry, and said that we would not leave the store until we had seen the manager and been given a replacement machine. the guy dissappeared and came back a few minutes later still with the same answers as before, The Manager was not in, the shop floor manager was in a meeting, and he would have to talk to the repair shop manager to have a new machine authorised, and as he couldnt get in touch with the repair shop manager ( he was in a meeting as well )
we would have to leave the machine there with him. as we had already been at the store over an hour again and there was no way to pass through this inscrutible barrier of customer service ( barricade ) we had to retreat and regroup.
The customer service guy rang later to say that once again the machine had got to go back to the repair shop for the boss to decide who was telling the truth and who wasnt.
( two engineers had witnessed the fault. the customer service guy at the store had witnessed the fault twice, myself, my wife, my father, and my mother had all witnessed the fault,)but none of the Comet engineers in the workshop had!!!
I once again rang Comets customer service dept, and eventually after another ten minutes on the phone, actually got some sense at last. just after we left the comet store today an engineer arrived and checked the machine and declared it faulty. So Comet are now going to return the machine back to their workshop again and guess what??
They are going to repair it again, cos there policy is to repair rather than replace!!!!!!!!!
WHAT HAPPENED TO THEIR POLICY THAT IS ON THE WALL OF THEIR STORES. " IF WE CAN'T REPAIR IT WE WILL REPLACE OR REFUND "
SURELY TWO TRIPS TO THEIR WORKSHOP IS ENOUGH..
I USED TO THINK THAT THERE WAS A SAYING THAT MOST BUSINESS'S ADHERED TO. " THE CUSTOMER IS ALLWAYS RIGHT "
OBVIOUSLY NOT WHERE COMET IS CONCERNED.
I CANNOT BELIEVE SUCH A BIG CONCERN IS SUCH A PENNY PINCHING ORGANISATION, NEEDLESS TO SAY NEITHER I, MY FATHER, MY SISTER, OR ANY OF MY FAMILY MEMBERS WILL EVER SHOP AT COMET, OR ANY OF ITS ASSOCIATED COMPANIES IN THE FUTURE AND I WILL MAKE SURE THAT ANYONE I KNOW IS AWARE OF THE LACK OF CUSTOMER SERVICE THAT WE HAVE'NT RECEIVED

MR. R MARRIOTT, & MR. D MARRIOTT.

Summary: REPAIR, REPAIR, REPAIR, REPAIR, REPAIR, replace