Many thanks for your reply. Regrettably I have not been able to respond
sooner. It is impressive that Comet have responded so quickly on this
occasion.
I fear that Comet have yet again missed the point of my
complaint. Time Retail Finance has informed me that it is Comet who has
supplied the
incorrect information regarding my address details. The issue of refusal
of credit on this particular occasion is of no consequence whatsoever
(as I
pointed out, I had no intention of applying for credit on walking into
the store).
It is primarily Comet's response and attitude to this
matter that appalls me. They claim that they have not "failed to
meet a commitment". Surely most
reasonable people would agree that Comet in this instance have failed,
since:
1. Comet failed to explain that an address for the purposes
of application
of credit is not merely a point of contact. We all make mistakes, but
it is
the persistent nature of Comets blameless attitude that concerns me (other
than blame for me, the customer).
2. A client / potential client should never be verbally
abused by their
Customer Services Team (and a Team Manager at that!).
A POLITE telephone call from someone in a managerial position
would have
gone a long way to preserve customer loyalty!
I would be interested to hear their response, but fear
they will once again
skirt the real issues here.
Yours faithfully
Stephen Snyders
18 September 2001 Comet's Response:
Dear Dr Snyders
Thank you for your further e-mail.
I would advise you that Comet's credit application form, as with any credit
application form, would require a current permanent address and, dependant
of the length of time the applicant has been resident at that address,
a
previous address may be required to obtain a credit reference.
Your comments regarding your conversation with Ms Lawrence were noted
and
passed to management colleagues for review and would assure you any action
necessary will be taken regarding this matter. However, as I am sure you
will appreciate, we would not divulge the nature of the action taken as
this
is internal and highly confidential.
Please accept my apologies for any inconvenience you have been caused
and I
do, sincerely, hope that this unfortunate incident will not deter you
from
shopping with Comet in the future.
