| Complainant: |
Mr
& Mrs M Wingrove. |
| Town/City
of Residence: |
Launceston |
My wife took out a 5 year (5 star) warranty on a new washing
machine 4 years ago. On Friday 22nd June the washing machine started
leaping around the room because a concrete slab inside the machine
had broken.
An engineer called on 25th June but could not fix it. He was due
to return on 29th but called to say the spare part received was
broken. He eventually came with part on 6th July when he decided
the machine should be written off.
It is now 19 days since problem was reported and despite complaints
via e mail we still have no repair or replacement. This falls
far short of the promises made when the contract was originally
made.
According to Comet's e mail 2 weeks is not an unreasonable time
in which to repair an appliance. They decline to look into promises
made saying it was too long ago but we could have cancelled the
contract within 14 days. Obviously at that time we did not know
that there would be a problem.
If my garage can tow in my car and replace the gearbox, and supply
a courtesy car, within 7 days why cant comet sort out a simple
washing machine in less than 3 weeks?
Further to my previous email. I have bombarded
comet with a series of questions about this issue. They are very
apologetic but do not give any idea when this matter will be resolved.
"It is now very nearly 4 weeks since we reported the problem
( it was actually reported late on the Friday not Saturday as
I originally stated.)
I feel very sorry for people who really cannot afford to be in
this position such as old folk and disabled persons and people
on low or restricted incomes. We have had to go out and buy a
replacement elsewhere because by now we would normally have used
the machine at least 25 times and that is a hell of a lot of washing.
Thanks again for your support."
Other Comet
Complaints
Right of Reply letter to Comet evoked a response on 17 & 18
July 2001, but the Wingrove's are yet to receive a replacement or
compensation. Instead Comet's "Insurance Company" is now
supposed to be writing to the Wingroves. Why?
Read
Info on warranties here
Read more of Mr Wingrove's comments on this particular warranty
here: that
warranty!
It is also odd that Comet's emails carry the following disclaimer:
"the opinions, statements and thoughts expressed in this e-mail
are those of the individual sender and not necessarily Comet Group
or any associated personnel." Doesn't do much for Customer
confidence and trust in the Company's responses to customer complaints!
Editor...21 July 2001
update on 23 July 2001
A result at last. email from Mr Wingrove:
"Believe it or not we have at last received a letter from Comet
Administration Office entitling us to visit one of their showrooms
and choose a model with an identical or similar specification to
our present model. If a suitable replacement is not available they
offer Comet vouchers to the original purchase price.
We have no complaint with the ultimate offer but wonder why it has
taken so long.
The letter arrived by 2nd class post on Saturday and includes the
happy comment " .....your existing guarantee will be cancelled.
However, you will be able to purchase a new one to cover your replacement
appliance"
It has taken 4 weeks to get to a point where we can actually go
and choose a new appliance. Bearing in mind how long it took to
repair our television I am sure that our numerous complaints to
Comet Customer Services, and publication through yourselves, has
had an effect. I hate to think how long this might have taken otherwise.
Many thanks for your help."..Mr Wingrove
=================================
I purchased a Hotpoint Machine from
Comet with 5 star cover. From October 2001 to July 2003
it has broken down on 14 occassions. Comet will not offer a replacement
as I have been told my so called 5 star cover means that there is
no replacement whilst the machine can be repaired. I have 3 children
and it is the downtime of the machine from the callout to when the
engineer can actually repair the machine that is the toughest time
for us. It is also annoying to tell the repair line the fault for
the engineer to come out, ask what is wrong and than leave the machine
not working because he has to order a part which should have been
done when the fault was reported. The service from Comet and their
customer care is poor...I would like to use stronger words!
Glen Mumford ... 5 July 2003
------------------------------------------------------
A Cam-corder was handed in for repairs
& was told it would cost me nothing for you to have
a look at it (a free quotation). Two weeks later I received a call
from one of your staff informing me that this was wrong and that
I would be charged in excess of 95.00! This is unbelievable seeing
as the Camcorder only cost me 350.00 in the first place. Apart from
that, it had already made its way down to Leeds in which time anything
could have happened to it (more damage) about which your company
would absolve itself of responsibility. In future, at least let
your customers know where they stand in regards to repairs etc.
I for one will no longer be using your store for purchasing such
goods again. I advise others to do the same - your customer services
leave a lot to be desired. Adeel Cheema ... 17 November
2003
-------------------------------------------------------
Well they offered me the vouchers
but not for the amount of my original TV £399 they offered
£320 so I' m not pleased and I' m still waiting after 6-7
weeks. They are a disgrace.
Wendy Mills..14 October 2001
Ms Mills complaint
-------------------------------------------
"I feel the response of Comet
to be totally unacceptable. Why should we pay money
to a company to update and renew our warranties on household appliances
when the service standards are far from realistic? It would be very
interesting to see Comet's justification for a 3 week wait for service
under Mr & Mrs Wingrove's warranty"
Claire, Suffolk ..14 July 2001
--------------------------------------------
I find Comet's actions disgraceful
yet not suprising. I'm in very similar circumstances
and i am sending my complaint now too.I would be interested to know
which make of washing machine it was?
M.Butler....3 November 2001
--------------------------------------------
I bought a laptop computer from Comet
Bristol last year. I soon found that the battery
wouldn't hold any charge - the shop agreed to replace it and advised
that a new battery would be sent to my home. Several weeks went
by and no battery appeared. I contacted Comet's Customer Services
dept who said that they weren't able to contact the branch.
In the end, I wrote a letter of complaint to the Chairman. His secretary
eventually contacted me to advise that the branch had no record
of me but she would follow it up. I've heard nothing since. What
a shambolic way to treat customers. Barry Draper..28 July 2002
Please post your Consumer Comments on the
clik2complaints.co.uk
Sounding
Board
|
