Bought an Indesit Dishwasher in January from the Ruislip Comet
Store. Fault with half load button noticed within 2 weeks. Engineer
came from Indesit, confirmed the fault and Comet swapped the machine.
2nd machine arrived. Door wouldnt open properly as it was scraping
the plinth at the bottom. Indesit Engineer came and re-aligned
(hammered and bent the metal base back) the plinth.
Within weeks problem noticed with timer-keeps sticking during
wash cycle. Engineer came and replaced timer.
Problem still evident. Visited Comet store. They said as this
was the 3rd fault if the Engineer came and confirmed the fault
then Comet would take the machine back for exchange or refund.
Called Engineer who confirmed the fault (though didnt know how
to rectify it for good) and gave me a fault report. Visited the
Comet store with all the fault references.
They made calls to Indesit. Firstly Indesit told them there hadnt
been 3 faults so they wouldnt accept the machine back but after
I rang Indesit from the store they found the 3 faults on their
computer but they still wouldnt accept the machine back as they
wanted their engineer to try to fix it (even though he couldnt
guarentee a repair would work). I complained to store manager
referring to their 'no-lemons' guarentee (where if an item suffers
more than 2 faults in its first year Comet will replace it). He
spoke to his head office who asked me to describe the faults the
machine had suffered. Head Office said the fault with the door
scraping wasnt a 'technical' fault and couldnt be counted as one
of the 2 faults and that the latest visit by the Engineer couldnt
either as he hadnt attempted to fix it, only confirmed the fault
(this was exactly what the store manager had told me to do-get
a report confirming the fault). Comet said I would need to get
the Engineer out another 2 times before they would swap the machine
i.e another 2 engineers visits on top of the 4 I had already taken
time off to be there for.
I spoke with Head Office Customer Service from the store and
said their no-lemons guarentee stank. After 4 months and 2 machines
Im left with a machine that doesnt work properly and they refused
to do anything about it other than get another Engineer out. I
said what about the sale of goods act etc where I could reject
the goods as not of merchantable quality and H.O. said that was
nothing to do with them as there only responsibility was under
their own 'no-lemons' guarentee.
Im left with only 2 options.
Waste more time waiting for Engineers to attempt to fix my current
problem (even though the last Engineer said he didnt know if what
he could do would fix it) or
sue Comet under the Sale of Goods Act (or seek redress through
my Credit Card company who are equally liable)
Warning-do not be fooled by Comet's no-lemons guarantee. Based
on my experience they will wriggle out of it when it comes to
the crunch and fob you off. I wasted 2 hours in store trying to
resolve this and the manager couldnt be bothered. He just kept
saying I needed to speak to H.O. and kept walking off to snare
the next unlucky bugger. Ive now written giving Comet 7 days
to remove and refund the machine or I will start charging them
a daily storage charge and take out a summons in the small claims
court.
Having spent over £2000 in Comet in the last 18 months
this ridiculous Customer Service is deplorable.
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