I have a result: 24 hours after i sent an email qoting SOGA and how disappointed I was with the level of customer service, a very nice person from Comet customer service rang and gave us a refund code to take to the Swindon store. This time it was a different store manager and he was very nice unlike the other one. He processed my refund code and gave me a receipt to say that it had been refunded back onto my card. So a win for the consumer. After speaking to 10 people, 1 came through, it is a shame that comet customer service arent consistent but at least one of them knows what customer service is and what to do and at least they have 1 nice store manager. Thankyou everyone who has given advice and as I was told its always best to put it in writing.

ims Thanks for the push, I have written to comet by email with a copy for the post. The response email said that someone would be in touch within 24 hours so watch this space. I did speak to a woman on the phone yesterday and she confirmed that under SOGA I am entitled to a refund, she called the store whilst I hung on and then came back and said the store manager said no and his decision is final. So no refund. Still waiting for the results of the tests and they will talk to me then. Cant believe that the store managers decision is final over and above anyone else in Comet, thats a great deal of confidence in one person. Its now in writing so will have to see what comes of that. Thanks everyone for you help and support, I will post the response

Hi, Thanks everyone for your help and support. Still no joy from comet, they still have the TVDVD and calls to head office have yeilded no joy, They state that after 48 hours they are entitled to test the product to prove that i am not lying. Even though it was tested in the store and proved faulty that is not acceptable to them as they still have to send it away. Nothing yet on when we may get an answer. I did kick up a fuss in the store which resulted in the manager waving his arms at me and talking to me as if I was a child and i even phoned head office on my mobile in the store and got told the same thing. As far as Comet is concerned they will do no more until they get the results of the tests and will then talk to me about what next, if they even contact me. I am basically in their hands, I cant force them in the store to give me a new product or a refund if they refuse so I am basically given the run around and get nowhere. Very fustrating. I am going to go to the bank and put the payment into dispute, not sure what happens then. I think maybe a phone call to comet head office with a statement that unless i get a result in 48 hours then I will call the bank as i have no product and no date of test results. I definatly do not want a repair or replacement as if it goes wrong again then I am back to square one. As they say once bitten twice shy. Thanks again everyone for your help and support its very much appreciated, I will update when I know more

Comet did test in store and confirmed that it is faulty but still said they need to send it away for testing to confirm, what the point in that is I dont know other than to delay things. Phoned again and was told that if it is confirmed faulty then they would give me my money back but have to wait for this test. Thats what head office said but will find out what the store says when they come back to us. Head office did say that the store managers decision is final. thanks everyone for your advice here, its very much appreciated. Apart from phone calls and letters I am still nowhere so have to wait for the test results and then fight on from there. Will go to bank and put payment into dispute if no money is forthcoming following tests as they now have the product. Will definatley never shop there again

Hi Rebel11 Tried ringing Bob Darke, Managing Director he doesnt take phone calls from customers. Must be in writing. thanks for the name though

Thanks for your advice. Have spoken to comet and they say they may replace it but only after it has been tested to confirm that it is faulty, this can take up to 2 weeks. Spoke to thier head office and they say the same thing. They have not refused at this stage to replace it but that it has to be tested first. It didnt work in the store as its faulty but when I said that to head office they told me that the store staff arent qualied to make that decision and it still needs to be sent away. I am without a TV while this is happening. is it worth me ringing the MD or am I wasting my time until the results of the tests come back? It seems bad to me that after 20 days I have all this hastle

Hi I bought a TVDVD from Comet, its just 20 days old and the DVD has broken. When I returned to Comet I was told that their policy is to send it a way to test before they will repair/replace. They tested in the shop and confirmed that it was faulty but said that they still had to send away to confirm. I asked for a replacement as it was only 20 days old and was told no until it had been tested and then they would contact me to discuss. Surely I have more rights than this? They also said that the policy on returns differs depending on the product purchased, I asked why customers are not told this and they said they were under no obligation to advertise this in the store. Is this correct, do I have to wait up to 2 weeks (this is what they said) before they tell me what they are prepared to do?