| Product: |
Comet.co.uk |
| Date: |
28/12/07 (144 review reads) |
| Rating: |
 |
Advantages: er none!
Disadvantages: Poor knowledge of consumer rights, rude and impolite staff!
I definitely will not be shopping at Comet ever again and I will be advising others to avoid the shop like the plague. We bought a frost free fridge freezer from them in Aug 2006.
All was fine until the freezer starting building up solid ice on it's floor. Their engineers came out to fix it twice and could not find fault either time suggesting it was probably a small piece of ice falling down the drainage shoot causing a blockage. Another time they suggested it could be a sensor, but probably not.
Well, the fault has started happening again and I have decided that the goods are not fit for purpose etc. Comet have said that the product is out of guarantee so is nothing to do with them. Incidently I have been in touch with the manufacturer and they suggest that their fridges have 2 year warranty (hooray I thought!!!!) Not when you buy with Comet though as they buy out the manufacturers warranty and reduce it - eh? Can they do this?
I have been on the phone to the customer complaints department in Hull and they seem unwilling to help and are rude and patronising.
We have moved to Northern Ireland since buying the fridge (still covered by UK consumer law) and Comet have suggested this as a reason to not help us any further too. One manager suggested that I would have to send the fridge back to England for them to look at it if I wanted anything more done. Of course this would be at my cost and I would have to pay for the privalege of them looking at the product. They haven't found a fault on two occassions before so the chances of finding a fault are slim. Besides what an unrealistic option to freight the fridge back to England - I ask you?
I am currently waiting for a call back from a more senior manager, but as of yet this has not happened.
I have been in touch with consumer direct, who have advised me that Comet are indeed in breach of the Sales of Goods Act - as I had suspected but Comet refuse to believe this.
I am now in the process of lodging a complaint with trading standards, bbc watchdog and which.
I would like to hear from others who have had such a bad experience from Comet and any ideas of how to resolve this situation.
All I have left to say is AAAAAGGGGHGHHHHHHHAAAAAGGGHH!
Summary: Very poor customer service - would give 0 stars if you could!
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Last comments:
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- 29/12/07 I am fully aware that NI is in UK hence i stated GB. I am also fully aware of the fact that as they have offered a repair it is your responsibility to make sure they are able to carry that out. YOU will have to find a solution. If Comet do decide to help it will be down to goodwill and not legal obligation, but if you don't want to take my advice that's your choice I'm only trying to save you wasting time and effort. Try getting an independent engineer to diagnose for a small call out charge, get him to detail the fault and its cause. since the 'symptoms' of the fault are the same as when Comet inspected there is a chance they would pay for your engineer to repair. Do not demand this and you'll have a much greater chance of them being reasonable. |
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- 29/12/07 hull warrior Ni is UK, Ireland is not - I am in NI therfore still covered by UK consumer law. They will have to find a solution. |
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- 29/12/07 Fair enough but come on what do you expect them to do. Consumer direct are talking nonsense, Comet do not legally have to do anything without you being in GB unfortunately and consumer direct just want to get you off the phone. Some extended warranties would cover overseas but this would normally be on smaller appliances such as laptops. There is always a risk when transporting a Fridge Freezer anyway. Basically if you're in a position where you can't get it looked at or you're unwilling to because you don't think they'll find a fault I'm afraid you're fighting a losing battle. You're also wrong on the mfr warranty part too, because this is built into the price of whatever you purchase by whoever you purchase it from. You can guarantee that to purchase a Fridge freezer delivered direct from hoover with its 2yr warranty would have been massively more expensive than you'd pay from any of the major electric retailers. You'll also find that if you start going on about not fit for purpose and sale of goods act when you clearly don't understand enough (no disrespect) that you will not receive the answer you are looking for and automatically conclude people are patronising you by reiterating the facts. Willingness to help does not mean they can just click their fingers and make miracles happen. I now work for a rival company but after many years at Tesco head office in Cheshunt in the legal department, and time at Comet and Argos I'd recommend that you accept defeat with the repair/ threats of consumer direct and write a letter to Comet explaining the treatment you feel you have experienced, because in this case I feel a little gesture of goodwill is the best you can hope for. Hope this helps. |
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