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Dear Sir or Madam,
A Complaint
I purchased a indesit dishwasher from Comet.co.uk on the 17 November
2002 (ref: 71012786). Since its installation I have had nothing
but problems! When it arrived, it was reporting that the rise agent
was empty even when filled. When I phoned a comet service centre
2 weeks after installation I was given 4 different services centre
numbers etc before someone told me that indesit was serviced through
maloney direct. At no point was I offered a replacement unit!
I reported the fault to maloney direct and an engineer came out
to look at the problem, at no point was I offered a replacement
unit. The engineer pinpointed the problem to a faulty rinse unit
and one was put on order. They engineer returned with the part,
dismantled the dishwasher only to find the part broken. A new part
was ordered and the dishwasher put back to together again. The engineer
returned for a third time near Christmas and while installing the
part worked out that the part was not at fault, it was simply a
loose connection. With the problem finally resolved the engineer
put the dishwasher back together and left. A few days later we noticed
that the dishwasher was leaking quite heavily.
Another engineer was called out who dismantled the machine, again!,
and identified that the first engineer has not secured the rinse
agent compartment and this was where the leak was coming from. Upon
putting the dishwasher back together he noticed that during one
of the numerous times the dishwasher had been apart damage had been
done to the dashboard resulting in a number of strews longer fully
securing the dashboard and door handle. Another part was ordered.
Today I have had an engineer to fit the part. Again, my dishwasher
has been dismantled and again there have been problems. During the
replacement the engineer replaced a screw through an electric cable.
Upon powering the unit my electric has been tripped, losing in the
process an hour's worth of modifications to a document I was working
on the computer.
With the engineer gone, although he will probably need to return,
I am left with a machine that I would not have bought second hand!
The program dial is now scratched and dented, the button on the
front come out at different heights. It has been opened that many
times I feel uneasy at the prospect of leaving the machine on its
own for more than 60 seconds. Both my wife and I have been inconvenienced
on 5 separate occasions where we have had to be at home for hours
at a time waiting for an engineer to visit.
While I have a problem with the service I have been given by maloney,
a copy of the email will be going to them, I also have a problem
with the service I have had from Comet.
When I first phoned one of your service centres, I was passed around
before being informed there is nothing they can do because Maloney
Direct services Indesit. When I have tried to complain I have been
given 6 different numbers to call before being informed that the
machine cannot be replaced unless maloney authorise the write-off
the machine - 'we apologies for that sir', 'sorry there is nothing
we can do'.
When contacting comet, I have at best, dealt with people who have
not known about the procedure associated to repair / replacement
of indisit dishwashers and at worst staff who has shown not a glimpse
of customer service. This has resulted in me having to spend large
amount of time on the telephone, getting nowhere. I have had enough!
I feel that due to the problems we have been put through that comet
should take responsibility and arrange with, whoever is required,
to compensate us as this dishwasher is and never has been of merchantable
quality.
I require:
1 a replacement of at least the same specification
2 the guarantee of the device, 3 year cover, to start from the
replacement is delivered
3 Compensation due to the time we have been kept waiting for engineers
I would like someone to confirm in email within 2 working days,
that you have received my correspondence. I would like to know who
is dealing with my complaint, what your complaint procedure is and
the name of the Managing Director of Comet who I will be writing
to if I do not get a satisfactory outcome.
Regards
Mr M Thomas (A very disappointed customer)
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No response from comet!
As expected a couple of days later my dish washer's salt warning
light is now showing empty when it has been filled. No surprise
really!
I hope you have more luck getting some response than I have.
Regards
Mark Thomas
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