BE AWARE …. OF COMET 5 STAR INSURANCE (Comet.co.uk)

Member Name: NISSAN

Product:	Comet.co.uk
Date:	15/04/01 (4106 review reads)
Rating:

Advantages: NONE

Disadvantages: You lose out

I’m writing this to warn all of you about Comet insurance.

I purchased a 28” TOSHIBA COLOUR TV in Oct 1998 at a cost £799.00, at the same time I purchased the Comet five star Super cover extended warranty which cost another £200 apx. Which if you don’t claim you can receive your money back, as long as you remember to claim it? Better safe than sorry or so I thought!

All was well until 12/02/01, when my TV started to get a green hue when it was switched on. I immediately called Comet Customer Service and arrangements were made for an engineer to call. The engineer adjusted the grey scale, which was supposed to have cured the problem.

Anyway to cut a very very long story short, on the 26/02/01, the same fault had returned but now the TV would actually make a loud popping noise and switch off to stand by mode, yet another engineer was called who decided to order a new part, this was fitted but my TV was still playing up. I have now had five engineer visits to try to correct the fault.

Comet then decided to book the TV into their workshop. I was advised that someone would contact me shortly to arrange a date of collection. After the engineer left, I switch the set on, but this time nothing happened at all, my TV was completely dead!!!!

I waited a few days (23/03/01) I’d heard nothing, so I contacted the customer service again, who claimed someone had tried to call me the day before, but when I explained that there was no message on my answer phone they said, well perhaps the lady didn’t get around to calling me after all !!!!

By now I was getting really fed up and asked how long this would need to go on for before I could receive a replacement. I was told the Insurance would only pay out if the cost was more that £150. I said surely by now with all the call out, labour and the replacement part must have cost over £150, but apparently this had to be in one visit, they would however
, ask the workshop for report, with a view to possibly writing it off.

So arrangements we made for TWO engineers to collect my TV – which they did on 30 March 2001, when they collected it I was told it would be away for up to 9 days, it has now been 18 days.

On the 11 April, I had a message on my answer phone from Comet saying they were waiting for a part, this turned out to be a new tube. They planned to fit it on Thursday 12th April 2001. I called customer service yet again and enquired as to the cost of the tube, imagine what I thought when I was advised it would be “£578” I told the girl of my previous conversation re writing it off if the cost was over £150, but I was told this was not true! However, they would speak to the service manager and call me back. By 4.45pm, nobody had called so I rang again and was told the person I had been dealing with had left for the day, but they would ring me first thing Thurs 12 April.

Again I advised them that I didn’t see the point of the insurance company paying over £600 for a repair plus labour, when at worse the insurance would have to pay me £600 worth of vouchers or cash.

On Thursday 12 April, I rang Comet again and was told that the insurance company had authorised the repair so it would go ahead. I rang the insurance company, which turned out to be the Insurance Broker with my complaint. They suggested I contact Comet head office, which I, they also took my details and then contacted Comet Bristol customer service but then gave me the same answer. They then suggested I contact the Insurance Company. I spoke to a member of the customer service team and explained my complaint and again outlined the cost vs. replacement etc, I was advised that they had NOT authorised any claim and would not do so at that cost!..

Still with me so far !

I called Comet service again and advised them what the Insurance company had said, to which they then re
plied that they had the authority to authorise claims up to £650, I told them as far as I’m concerned Comet are ripping off the Insurance, me and the general public.

Comet customer service then said they get discount with the insurance so the repair would only be £400 odd pounds. As I was still not happy I asked to speak to the service manager, and was put on hold for at least 20 mins, eventually I had the same person come back and was told if the TV can be repaired, that’s what they will do regardless of the cost!!!! I quoted from my service cover agreement as follows:

Benefits
Breakdown cover: We will pay for repairs to the appliance up to its market value. This is calculated as the amount you paid for the appliance less 10% for each year or part year from the date of purchase. If the repair will cost more than the market value, we will replace the appliance with an equivalent model of similar specification if one is not available you will be given either Comet vouchers equal to the purchase price or a cash sum equal to the market value.

But with no joy, they did not intend to move, I was put through to someone who I believe to be the manager and was told the tube was now due in on the 19th April (a week later than advised) and it would be fitted and that was it. I called the head office again and made a compliant, about the general handling of my problem, the attitude of the service centre staff and Comets lack of interest in helping their customers.

I had also e-mailed the head office the week before but to date had not had a reply.
2 months without a properly working TV – having done some research I noted you can now purchase this TV for less than £500 brand new – not that I would want another Toshiba and I certainly wouldn’t go back to Comet if given the choice.
I feel frustrated that these large companies feel as if they can mess the public around and get away with it.
I am
now taking advice on the matter and will update for anyone who is interested.


UPDATE
I decided to write to John Turner from Radio Bristol, who has a consumer hour - he took up my case 17/01/01

SURPRISE SURPRISE a call from Comet today 18/04/01 - The part they had fitted didn't solve the problem! and that another part was required! At a cost of £200 :0 now the insurance has written the TV off. I'm now awaiting a letter confirming this which will take approx 5-6 working days.

Thanks Radio Bristol I think you did the trick :)

LATEST UPDATE
Only 4 days (21st April)after contacting Radio Bristol I got the letter from the insurance company :)Unfortunatly I had to return to Comet :( for a replacement, but by 3pm I was watching my new TV.

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