Dear all,
After googling around how to make a complaint against Comet, I've come across this site several times and wanted to share my current experience with Comet and possibly get some assistance/ feedback.
I sent this email yesterday:
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Dear Mr Darke,
I am writing to make a complaint about the appalling customer service I received at the Comet Store in Birstall, Leeds on 6/7th April 2012.
The details
On 6th April I went to this store looking to buy a TV and 5.1 home cinema system. I was looking to spend around £150 for the home cinema system and wanted the Panasonic GT30. Mr X , the sales representative showed me the TV and suggested I buy the Bose Companion 3 as they were better quality, although a little more pricey. I asked him to show me a demonstration as I stated that I wanted to make sure that they worked in exactly the same way as the 5.1 home cinema system would i.e. I would be able to make the volume button on the remote control the volume on the bose system speakers. He showed me a demonstration on a TV in the store that was already set up with the Bose system. He put the TV volume to 0 and the Bose dock on full, then used the volume controller on the remote to control the volume on the Bose speakers. He showed me how the system was set up in terms of wiring. I also bought a Panasonic Blue Ray player so the system would all work together.
I bought the products, went home to set it up as the instruction manual stated and as he had in the store. The Bose instruction manual states to plug the jack from the subwoofer to the Audio Out of the TV, turn the volume of the TV to 0, the dock to full, then the remote volume controller will control the Bose speaker sound. However, the volume controller on my remote would not control the volume. I had to get up and manually turn the bose dock dial to adjust the volume. I looked up online and found other people had the same problem with the Panasonic GT30, but that they had found a way round it by plugging the jack to the headphone point on the TV, then turning the headphone volume down on the TV, the dock up to full, then the headphone volume would control the Bose speaker volume. However, to access the headphone volume each time you have to go to menu>sound>scroll down to headphone volume>select it> then turn it up or down using the right and left arrow keys on the controller. In addition, the quality of the sound when done this way is not as good as when plugged into the audio out port directly.
Clearly this is not what I asked for initially, not what I was shown to me in the demo, and not what the Bose system manual advises to do.
Thinking I may have not fully understood how the demo was shown, I called the Birstall store on 7th April at 12:15 and spoke to Mr X . He asked me to change a few wires, but that didn't change anything so he said the best thing to do is to come down to the store and he will show me.
I went to the store immediately and Mr X said he would have to ask the managers how to work the system. When he returned, he said that I had to plug the jack into the headphone port, put the volume down on that, also put the volume down on the TV remote, then put the dock to full, then the volume remote would work the volume. I asked if he was sure and he said that if it still doesn't work then to come back to the store and he'll refund the product to me.
I went back home, did what he said, but it still didn't work. So I called the store again at 14:00 on the same day. This time Mr X was busy with a customer, so I asked to speak with the manager as it was him that Mr X had asked for advice earlier on. I spoke with the sales manager, Mr Z, who said that they had already told Mr X that the only way the Panasonic GT30 TV with the Bose Companion 3 system would work would be by plugging it into the headphone port then using the headphone volume control to change it. I explained to him that this is not what I was sold and wanted to return the produce in exchange for a 5.1 home cinema system as I originally intended. Obviously this would also mean returning blue ray player as I wouldn't be needing it anymore if exchanging it for a 5.1 system. Mr Z went to speak with the store manager, Mr Y and said that they would accept it back if it was in 'pristine' condition.
I packaged the blue ray player and bose companion 3 system exactly as they were when sold to me and returned to the store. I was met by Mr Y , the store manager, who immediately stated that they would not accept the products as there was no fault in them and that they had already been opened and used. He stated that they do the job intended and that he felt that I was not mis-sold the produce but that I miss-bought the product.
A summary of the mistakes made by Comet
In terms of where the fault lies, here is my opinion:
1. I clearly stated before the purchase that I wanted a speaker system that the VOLUME button on the TV remote would control the volume on the Bose speakers.
2. I was shown a demonstration on a TV that did this function. I have later come to realise that the demo was on a different TV which supports this function. This is deceit.
3. After purchase, when I went to the store and spoke with Mr X (after he had spoken with the managers), he still maintained that the volume button on the remote would control the volume of the Bose system, despite being told otherwise by the managers. He clearly doesn't know how the product works and the error is on his part.
4. Even with the way round the problem, plugging the jack into the headphone out of the TV produces sound of a sub-standard quality as compared with it being connected directly to the audio out port on the TV. The sound demo I heard in the store and the 'way round it' I've been forced to accept is clearly not what I had wanted and not what I was shown prior to buying the product and I have been mis-sold the product.
5. I was promised by Mr X in person and then the sales manager Mr Z, that I would get a refund. The store manager Mr Y refused refund on the grounds that he felt I was not mis-sold the product.
6. I went into the store looking to spend £150 on a home cinema system. I was convinced to spend £250 on a Bose companion 3 and a further £70 on the blue ray player, which do not do the job I specifically asked they would.
I have been a long customer of Comet, as have my family, and feel that this treatment is not only unprofessional, but a disgraceful way to treat a loyal customer. I have no intention in returning to Comet and have already told many of my family and friends of this appalling services. Each of them, one of whom used to work at Powerhouse, were disgusted with the service I received and it has put them off buying from your store.
I expect that I am able to return the product with full refund and to be compensated for the time, effort and upset this has caused me and my family.
Please respond to my letter in the next 7 days. If my complaint is not resolved to my satisfaction I will be taking the matter to the office of fair trading and the Financial Ombudsman service as well as taking legal advice.
Yours sincerely,
Dr XXXXX XXXXXXXX
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Received this generic response today:
Subject: 13.04.12 MD MEDIA
Response (Cara Winstanley) 13/04/2012
Dear Dr XXXXX XXXXXXXX
I have sent a copy of your email to my office for them to complete a full investigation into the matter, of which we will endeavour to respond no later than 3 working days. If we are unable to give a complete
response within this time we will contact you direct with an update on the situation. In the meantime if you need to discuss anything urgently our contact number is 01482 592442.
Thanks for taking the time to write
Bob Darke
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Any thoughts from anyone? Am I correct in my feelings of being mis-sold the product and my right to return the product? I initially wanted to exchange it for a 5.1 home cinema system but now want a refund.
Cheers
Marwan
