| Complainant: |
Mr N Radford |
| Town/City
of Residence: |
Bridgnorth
|
Fridge door gasket failed under five star policy. I asked for
repair.
Mr Carter of leicester centre rang to advise that unit is unrepairable
and letter will be sent so i can choose replacement unit. Good
i thought that is fair.
I took letter to store as instructed. I chose telford my local
store and visited friday "sorry do not stock that type of
item. try shrewsbury."
Shrewsbury said same on friday when I visited. I asked "Do
you have a calalogue that might help"? No sorry. Went home
and rang their Harrow office.
"You should look at the extended range catalogue." Need
to go back into the store.
Returned to Telford Store saturday. Asked to view extended range
catalogue.
Viewed catalogue. No matching items were listed. Explained to
store supervisor the problem. Promised to call me back monday.
Went home.
Did not call back at all and another week had passed. Rang Harrow
office to explain the problem. Was aksed did i buy the two units
as part of a package deal. Advised they were bought at the same
time. Were they listed as separate items or one item? As two items.
Sorry is bought separately then we are unable to help further.
Explained that there is no such exclusion in the policy. I did
buy them as matching pair at the same time from the same store.
Sorry that is the rules.
Asked for senior manager. Not available. Will get one to call
back. No call back received. Another week has passed.
Problem:
I have fridge and freezer bought at the same time as a matching
set and are no longer made. Both fridge and freezer have been
serviced on countless occassions since purchase with defective
mouldings and shelves etc.
I will continue to pursue my complaint and will start to claim
costs for time on the phone and letter writing. I have been promised
someone will call me today (23 August 2002) from Harrow and someone
from Leicester will call me on Tuesday. I do not hold out much
hope of that.
Other Comet
Complaints
Update on 3 September 2002
Following Comet's Right of Reply response on 27 August (see above
right) I contacted Mr Radford for an update and his comments :
" Basically the inference is that the purchase of the two
separate units and not a matched pair excluded my rights under
the terms of the cover. In fact that was stated in the terms of
the warranty.
I have notified the retailer that I will be collating costs
not for all calls made in respect of £1 per minute for phone
calls and £50 per written communication until thematter
is resolved.I find from experience that they take more notice
whn such approach is used. I am disappointed in having to apply
such techniques to get satisfactory solution.
I have asked whether they could even reconisder their decision
to write of the fridge and repair it instead. That apparently
is not accpetable. Thanks for you continued interest. Let me know
if you wish to view the letter once I have constructed it Regards
Neil Radford."3 September 2002
Update on 19 January 2003
Further to the above I
have accepted comet offer of a replacement fridge.Comet store at
Telford were very helpful when choosing a replacement though they
were unable to find a unit that matched my freezer.
Neil Radford ...19 January 2003
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