I purchased a HIFI system and agreed to the 5 year warranty which
was well used. Regularly at 10 - 12 month intervals the unit failed
and was returned for repair on six occasions. The final breakdown
occuring just 6 months short of the 5 year coverage. I asked for
a full report of the history of the unit, since I was worried
that the repair would probably only last long enough to outlive
the insurance extended warranty period. It was proved that the
fault had never been really fixed and after much telephoning and
letter writing, I again got a voucher for a replacement.
Iin October 2000 I added another £100 and used the voucher
to purchase a new (different make - SONY) HIFI unit. I was cajoaled
into taking the insurance for another 5 years extended warranty
-this time being told that the rules have changed and that if
it is not used, a full refund for the insurance can be claimed.
The unit failed on me 5 weeks ago with the tape decks locking
and the unit refusing to stay powered up. I took it into my local
store - Milton Keynes. After two weeks and no contact from Comet,
I tried to phone the store. This is impossible now as the stores
are "ringfenced" from customers calling in. Instead
I was dealt with by a call center. I was given all sorts of information
about how the unit had been sent to Watford and then on to Leeds
and that after two weeks the engineer was just about to start
work on it. When I asked what the SLA was for cutomer repairs,
the operator did not understand the question!, but when prompted
said that they attempt to turnround repairs in 21 days. So, on
the third week I rang only to be told that the system was reporting
that the unit was "On the Workshop Bench". I got through
to a supervisor and complained that things were not moving fast
enough. She agreed and now after five weeks we regularly converse
and are on first name terms - she being just as frustrated as
I am in trying to get my system back.
I have written to the service center expressing my feelings
and asking for COMETs to respond - ideally I would like to get
my money back so that I can go to a trader who cares about after
service, but I don't hold much hope. All in all, out of 6 years,
I have had around 5 years worth of HIFI service.
If COMETs were to display a notice saying
that in the event of a repair your equipment may take 5, 6, or
7 weeks (or even longer) to repair, and that at no time will you
be able to telephone anyone from the store that sold the unit
to you for support, then I think people would take their custom
elsewhere. I have successfully deterred quite a few work
colleagues from purchasing anything of substance from COMETs.
I will never use them again. I Would rather not have had to use
them this time, but after 5 years of the previous HIFI problems,
I was glad to get a voucher for a complete replacement.
I now have the unit back - collected on 24 August - after having
taken it in for repair on 16 July - not bad for just 'freed jammed
tape mechanisim" - no parts were required......There was
no apology or explanation given as to why it had taken so long.
It even took 9 days to find its way back to the shop after the
repair had been effected.
I hope you can help not only me, but others who may be in a similar
position with their poor COMET service
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