Comet After Sales Hell (Comet.co.uk)

Member Name: d71186

Product:	Comet.co.uk
Date:	12/06/08 (137 review reads)
Rating:

Advantages: none - bought due to havind a £40 discount at the time

Disadvantages: Hell, rude, unhelpful not good service. Do not care about their customers

I will try to keep this as brief as possible and this is my 1st post so bare with me. It may seem long but it's not even the half!

I bought a Samsung Fridge freezer from comet on the 24/3/2008 in anticipation of moving into my first home. We move in on the 2/6/2008 and the Fridge/Freezer works fine up until 2/7/2008, just 2 days after we had completely filled the fridge and freezer full of food a goodies :).

Annoyed that 1 the thing had broken down and 2 we had lost a full fridge/freezers worth of food. But not to worry we are covered for up to £300 worth of food from Comet and they will come out to fix or replace the machine. We called comet 1st thing in the morning (8.30 Monday 2nd June) the customer service seemed Very good and surprisingly polite, they agreed to get an engineer to me by 1pm that Wednesday (48hr turnaround) not too bad.

I take the day off on Wednesday to wait for the engineer to arrive, 12.30 come and I have had no call, so i call customer service. 'Oh sorry sir we have your wrong number AND wrong address, the engineer is not within 100 miles of your area so we won't be able to get to you until the following Monday' Understandably I tell them that it is not good enough why should I have to take another day off for their mistake and ask to speak to a supervisor, to which they oblige, supervisor feeds me the same story 'not until the next Monday', so I ask to be put through to head office, who then proceed to give me the cold shoulder along with some with some attitude and a verse from their policy booklet. This seemed very strange to me but the further up the line the more rude and defensive they seemed to get?!?!
Anyway after over an hour i am getting nowhere fast so have to accept that i will have to take another day off and got without a working fridge for a week.

Monday arrives, engineer arrives, engineer says 'Yep thats too hot, the compressor is broken, we will have to order you a new 1 which takes 10 days to arrive' WOW they must be joking. So i phone customer service, head office, managers and again nothing but complete rudeness and no understanding, they refuse to exchange or refund the product and confirm that i will have to wait nearly 3 week from the fridge originally breaking before i get it up and running again. So i send them a letter of complaint and ask them to compensate me for the time without a working fridge as well as the 3 days i have had to take off work. Just after this i call Samsung to explain my problem who very kindly agree to have an engineer to me in under 24hrs, which i will go onto a bit further down.

I get a phone call a day after sending the letter, from some-one so unbelievable rude, i felt like i had done her an injustice by 'allowing my fridge /freezer to even dream about breaking down'. She was patronising and very argumentative, and read me there policy at least 7 or 8 times regardless of the questions that i asked her. I was told unless it was uneconomical for them, there would be no refund and no replacement EVEN if it takes weeks to repair.

Onto Samsung, after the call out engineer arrives within 24hrs as they promised, seems to actually inspect the fridge, rather than just tell me it's hot and broken' (comet with the infinite wisdom), and goes onto tell me that the fried piping is also cracked and all of the coolant gas has leaked out, therefore meaning that a replacement compressor would not have fixed the problem. He writes the fridge off and phones it through to Samsung. I am told that they will contact me within 24hrs again with a resolution to my problems. 23hrs later they call and because they do not have my fridge in stock they offer me 1 that is nearly double the price of what i paid for my fridge in the 1st place. I gladly accept. The downside is they have to deliver direct from Holland which can take around 10 days, but this will still come around the same time as the Comet engineer intends to come and bodge the broken fridge back together.

I have tried to keep this brief, but still tried to give you an understanding of the frustration and cost that Comet has caused to me. They have been arrogant, incompetent, unhelpful and rude. This shows to me that once they have your money once they don't seem to car if you return to them at all.
Stay away from Comet.

Summary: DO NOT BUY FROM COMET, SAVE YOURSELVES