Re: COMET
Submitted by:
Arvind Patel
On: 25 June 2003
On 28 July 2002 we purchased a Delonghi gas cooker, and Asko dishwasher
and washing machine from Comet Store in Guildford. These appliances
are all in matching stainless steel with 5 year insurance for the
Asko dishwasher and washing machine. These appliances were delivered
on 3 August 2002; but following my preparation for installation
and prior to installation, a few weeks later, I noticed that the
dishwasher had a tilting door. This was reported immediately at
their Guildford store. After several visits to their store and telephone
calls to Asko services and their Croydon Centre, the dishwasher
was replaced.
The replacement dishwasher had the same fault and they offered
to replace it again. I do not want another replacement Asko because
of the self-evident problems regarding the quality of their build
and lack of effective quality control. As the Asko washing machine
is the matching counterpart of the Asko dishwasher I do not want
that either.
Comet have said that they will not exchange or refund the price
of the washing machine because "it is working up to the perimeter's
(sic) of the manufacturers specification". No attempt has ever
been made to use this appliance so neither Comet nor I know whether
it can perform to its specification. In any event their statement
is irrelevant.
The point is that I bought from them a matched pair of appliances.
The Asko appliances are not acceptable to me for obvious reasons
and I require a full refund of their purchase price. Alternatively
I might consider an exchange for a matched pair of appliances from
a different manufactures.
On 6 February 2003, Comet replied that they will exchange or refund
the purchase price of the dishwasher; but not the washing machine
as it was a separate product. They again reiterated their earlier
comments. Following our numerous correspondence and telephone calls
to Comet, they subsequently offered us on 16 April a full refund
of all costs for the washing machine and dishwasher. although I
asked them in my letter of 24 January 2003 to confirm whether they
have or will cancel the extended warranty that they sold to us;
but they are silent about this and have said nothing about it. In
my letter of 23 April 2003, I asked them to credit my account for
the purchase price including the premium for extended warranty and
the compensation for the sum of £200.69 (£40.69 interest
on the capital, £100 for the cost of laundry and £60
for the cost of telephones/correspondence, and postage). They said
that they were unable to consider our claim for the compensation.
In reply to my recent fax of 9 June 2003,I now have a letter dated
11 June 2003 from the Managing Directors Office saying that "Unfortunately
there really is nothing more that I can add to our previous letter.
…Our letter of 16 April 2003 stated that the offer was valid
for 14 days from the date of letter, it has therefore now been withdrawn.
...no further correspondence will be entered into.
I hope that you would see that they have deliberately and systematically
set out to frustrate, distraught and disintegrate our claim. I believe
that Comet is wrong in law and that that their decision is irrational.
I find that they have dealt with us contemptuously and this has
caused me considerable distress.
This episode has been going on for a long time and I am anxious
to resolve it quickly. I should emphasize that our claim is very
small which arises due to their inability or inapt dealing with
our case. The claim does not include for our traveling cost to laundry
nor relates to any inconvenience suffered as a result of not being
able to use the dishwasher. Also, these appliances are taking up
considerable space in our small Kitchen. This does not help to my
wife who is suffering from depression for the last three year and
she is on medication.
I consider that they are in breach of the consumer laws and that
this amounts to unreasonable and unfair treatment of consumers.
This is not acceptable from a retail organization such as Comet.
I hope you can help not only me, but others who may be in a similar
position with the Comet's poor customer care or service (if they
do!). I consider that those who are considering a purchase from
Comet should be warned about this.
