| Product: |
Comet.co.uk |
| Date: |
18/12/07 (152 review reads) |
| Rating: |
 |
Advantages: calls answered withing 30 minutes sometimes
Disadvantages: Poor service, misinformation of consumer
Purchased a Samsung HDD/DVD recorder on 7 Oct 2007. Found it was faulty after just over the 28 day period and reported fault on 17 Nov 2007. Asked for a replacement and comet refused. they agreed to repair it under warranty.
Fixed on 8 dec 2007. now thw 17th and it's gone wrong again.
Contacted comet, poor service + very unhelpfull. Spoke to the following people in Customer Service:
Steff
Oliver
Mandy Radford (very unhelpfull and unwilling to help out). Stated that I was oly entitled to a repair. Would not provide a replacement or a loan unit while my unit was being repaired and would not extend warranty. Stated that warranty was there to iron out problems (teething issues) on unit. Was promissed a call back from Lee Brown, another customer services manager. He did not call back.
Obtained head office number (01482 320 681 (as i was always going throu to the 08705 425 425 number and ending up in a queue) and spoke to Gary Mulligan. He has promissed to deal with the matter. (Suggest other disatisfied customer call head office and escalate complaints (Telephone number is 01482320681).
Overall pretty poor service.
Was incorrectly informed that comet did not have to replace product if it failed after the 28 day period. According to government regulations and trading standards, Comet must replace or repair product (cannot enforce repair or replacement as the customer can choose whether to repair or replace if product fails within 6 months purchase (the product is deemed to be of faulty manufacture if it goes wrong within this period). See "Sale and Supply of Goods act 2002"
Dont let customer services bully you into repairing a faulty unit if it goes wrong within six months of purchase.
Summary: Very poor service
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Last comment:
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- 29/12/07 You're getting confused and its a common misconception about the sale of goods act. Upto 6 months, assuming a fault is found - Comet will offer a remedy to either repair or replace the item, in your case it was to repair. The act states - If a consumer is seeking any other remedy the burden of proof remains with him/her. So you must accept the repair unless you are willing to go to the trouble yourself to prove that the item had an inherrent fault:
A fault present at the time of purchase. Examples are:
• an error in design so that a product is manufactured incorrectly
• an error in manufacturing where a faulty component was inserted.
The "fault" may not become apparent immediately but it was there at the time of sale and so the product was not of satisfactory standard.
This is very difficult for a customer to prove particularly if the product has been working satisfactorily for 28 days.
Comet do not have to give a choice to the customer! You have misinterpreted the 'badly worded' government legislations. Its also worth noting that the majority of people working at trading standards do not specialise in the act and 99.9% of issues discussed with them will get a response along the lines of 'send a letter to head office, that sounds terrible'. Along similar lines to NHS Direct with their 'see how you get on and if it doesn't get any better go and see a Dr. |
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