Another Comet & Samsung TV thread....

[Jaz70]

I bought a Samsung 40" LCD TV from Comet in Oct 09 for £750. Last weekend I switched it on to be presented with sound but no picture, menu or anything.

 

I searched the internet about what to do, and found information on here and the AVForums regarding your rights under SOGA and especially LCD TV's.

 

So, I have had an independent inspection done, where he found out it is the main chip/board that has burnt out. I have rung Comet and then written a (templated from here) letter to Head Office in Hull, regarding the breakdown and claiming my rights under SOGA etc and that 20 months was not sufficiently durable for a £750 TV.

 

I have just had a call from them, only offering me their repair man call out for £69.99 or £125 which covers call out and parts up to £150 - I will have to pay more if the parts cost more

 

The lady who rang disputed the fact that 20 months was not sufficiently durable and since they had had no reports of this fault before it was unlikely to be a manufacturing fault and just normal wear & tear! *sigh*

 

Apart from not buying anything from Comet again, what can I / should I do?

[dx100uk]

why do they keep going on about the fault must be present from birth to be repaired under soga?

 

not true, the product should last a 'resonable time' 20months for a TV is not 'resonable'

 

dx

[Comet Engineer]

why do they keep going on about the fault must be present from birth to be repaired under soga?

 

not true, the product should last a 'resonable time' 20months for a TV is not 'resonable'

 

dx

Please learn the facts about SOGA after 6 months it is down to the consumer to prove an inherent fault,Comet has a right to repair the unit under SOGA & for major parts will reduce the cost of parts on a sliding scale relative to age of the unit.

Comet should be allowed to inspect the unit in order to determine what actions are required,independant inspections are rarely truely independant.

[dx100uk]

the product should last a 'resonable time'

 

regardless of when the part failed from birth or otherwise

 

the seller should repair it - thats what SOGA is all about.

 

should the seller wish to deal with the manu about the issue later and recover costs - thats down to them.

 

the inspection is mearly there to prove the failure was not down to wear'n'tear or misuse.

 

as for 'who' inspects it - i would go with an independent eng everytime.

 

they for want of a better word cannot be accused of being 'biased'.

 

if you are going to represent official company policies and speak on behalf of comet

you need to approach admin@consumeractiongroup.co.uk

 

otherwise your advise is just that, an opinion.

 

dx

siteteam

[rebel11]

Comet Engineer,

 

I agree totally with DX. If you were told at the time of purchase that the set would last you 2 years, would you buy it? So that is very unreasonable. Sorry parts on a sliding scale doesn't work for me either.

 

http://webarchive.nationalarchives.gov.uk/+/berr.gov.uk/whatwedo/consumers/fact-sheets/page38311.html

[dx100uk]

sorry i've said this before about the comet group/pcworld etc etc and i'll say it again.

 

they think they can make their own rules

or interpret SOGA how they wish

because they are such a big fish.

managers DO NOT get trained properly so neither do the staff.

 

 

now they come up with some hare-brained scheme [detailed in another comet thread here]

 

about how they are going to charge a 'sliding scale' for repairs

 

when in reality THE PRODUCT 9/10 SHOULD BE REPAIRED FREE UNDER SOGA.

 

na lets charge the customer for something we should be doing for free!!

 

they'll swallow what we say as the truth..........

 

sorry but its really getting beyond a joke that one of the largest highstreet seller

continues to blatantly get away with total disregard for consumer rights.

 

what would it cost them to repair it anyhow..pennies.

and think of the consumer feedback they'ed get.

 

rather than week after week after week

we see the same type of thread being started for the same reason about this lot!

 

dx

rant over

[Comet Engineer]

sorry i've said this before about the comet group/pcworld etc etc and i'll say it again.

 

they think they can make their own rules

or interpret SOGA how they wish

because they are such a big fish.

managers DO NOT get trained properly so neither do the staff.

 

 

now they come up with some hare-brained scheme [detailed in another comet thread here]

 

about how they are going to charge a 'sliding scale' for repairs

when in reality THE PRODUCT 9/10 SHOULD BE REPAIRED FREE UNDER SOGA.

 

na lets charge the customer for something we should be doing for free!!

 

they'll swallow what we say as the truth..........

 

sorry but its really getting beyond a joke that one of the largest highstreet seller

continues to blatantly get away with total disregard for consumer rights.

 

what would it cost them to repair it anyhow..pennies.

and think of the consumer feedback they'ed get.

 

rather than week after week after week

we see the same type of thread being started for the same reason about this lot!

 

dx

rant over

As a soon to be Ex Comet Engineer due to the shutting of all the service centres to be replaced by two so called hub workshops I have no wish or desire to present A COMPANY POLICY as far as i am concerned the company can go out of buisness in a few months, i just feel that people should know the facts surrounding SOGA before weilding it as a weapon,any retailer should be given the chance to resolve a problem (yes not all staff are fully aware of the terms of Soga & may give inaccurate info but many are fully aware) with regards to a sliding scale for repair charges outwith the manufacturers warranty, this does exist & it is reasonable as it is judged on a time scale as opposed to usage, lets be fair about this a unit that is almost never off would reach the point of fair wear & tear much sooner than a unit that receives normal levels of usage,yet the sliding scale still determines the cost by age. Give the retailer the option to examine the unit & quote for repair you may well be suprised at how reasonable they are (unless of course you beleive that nothing should ever break down & you should never have to pay for the repair of anything) as for independant inspections,it's your right to go to an independant if you wish but i can only say from personal experience that a lot of these are just a rip off where you are charged for an inspection that has never taken place (it's quite an acheivement to inspect a unit that's warranty seals are unbroken " i have seen this on many occasions") Please be sure of your facts when complaining as it's a hard working & honest engineer that's at the end of the line who will give an honest opinion regarding the cause of a fault but he can not do this if he is denied the oppertunity.

Edited July 29, 2011 by Comet Engineer

[dx100uk]

morning

 

we should re-name you ex-comet eng then....

 

i take your points and like the post

 

i think its very unfair, though in some ways commendable, that they are implementing a 'repair service'

 

however, it should not be used as a get out on claims under soga.

 

if the unit has failed in under 2yrs, its for the seller to repair it foc not charge the customer on a sliding scale.

 

2yrs is not, generally, recognised as being outside of the soga term 'last a resonable amount of time'

 

typically, going by all i have read, 3-4yrs is accepted as the norm for a tv.

 

dx