Strange customer service

[idavidson]

I have shared the unfortunate Comet customer servicedisplayed on this page. About five weeksago I bought a dishwasher, five days of use and it broke down. Comet arranged for an engineer to comeout. The day the engineer was due toarrive, and my wife had taken a day off work, we were phoned to say he was ill. So Comet said we could replace themachine. My wife went to Comet and chosea new machine. Machine arrives(different make), six days later, machine breaks down. Engineer comes out a few days later, new partrequired. We said no, we want a new andworking machine. Told we could have anew machine (well done Comet). Went toComet at Gallows Corner today to pick another machine. Upgraded to a really expensive one this timeand paid the difference.

I informed the customer services assistant that if the thirdmachine broke down I reserved the right to sue Comet. For this comment I got a very “assertive”reply that the breakdowns had nothing to do with Comet it was the fault of thevarious manufactures. I pointed out thatConsumer legislation made Comet responsible not the manufacturer. She said, Comet had replaced the machine oneach occasion, I would not win in court it was not Comet’s fault that we werenow on our third machine. I pointed outthat we had only about ten days use out of six weeks not to mention the timeand trouble we had to go to over this. Don’tComet get it? They are selling defectivegoods and causing their customers time and trouble to fix the problem.

I find it strange that in a time of economic downturn Cometcan take the view that the fact that the goods they sell are not of merchantablequality is not their issue. Obviouslynext time I want to spend eight hundred pounds on consumer goods it will not beat Comet and if the third machine does breakdown I will not only take them tothe County Court I will use social media and my journalist contacts etc to drawthe failure to a much wider audience

In fairness to Comet most of their customer service staffhave shown empathy for our position, but Comet really do need to try harder(even in Essex) with their customer service.

[rebel11]

Hi ida

 

Welcome to CAG

 

Have a read of 10 and 12 in my signature.

 

This info might be of use if you encounter further problems:-

 

Bob Darke, Managing Director

bob.darke@comet.co.uk

[Guest Comet Response]

I have shared the unfortunate Comet customer servicedisplayed on this page. About five weeksago I bought a dishwasher, five days of use and it broke down. Comet arranged for an engineer to comeout. The day the engineer was due toarrive, and my wife had taken a day off work, we were phoned to say he was ill. So Comet said we could replace themachine. My wife went to Comet and chosea new machine. Machine arrives(different make), six days later, machine breaks down. Engineer comes out a few days later, new partrequired. We said no, we want a new andworking machine. Told we could have anew machine (well done Comet). Went toComet at Gallows Corner today to pick another machine. Upgraded to a really expensive one this timeand paid the difference.

I informed the customer services assistant that if the thirdmachine broke down I reserved the right to sue Comet. For this comment I got a very “assertive”reply that the breakdowns had nothing to do with Comet it was the fault of thevarious manufactures. I pointed out thatConsumer legislation made Comet responsible not the manufacturer. She said, Comet had replaced the machine oneach occasion, I would not win in court it was not Comet’s fault that we werenow on our third machine. I pointed outthat we had only about ten days use out of six weeks not to mention the timeand trouble we had to go to over this. Don’tComet get it? They are selling defectivegoods and causing their customers time and trouble to fix the problem.

I find it strange that in a time of economic downturn Cometcan take the view that the fact that the goods they sell are not of merchantablequality is not their issue. Obviouslynext time I want to spend eight hundred pounds on consumer goods it will not beat Comet and if the third machine does breakdown I will not only take them tothe County Court I will use social media and my journalist contacts etc to drawthe failure to a much wider audience

In fairness to Comet most of their customer service staffhave shown empathy for our position, but Comet really do need to try harder(even in Essex) with their customer service.

 

Hi idavidson,

 

May I firstly apologise for the unfortunate experience you have incurred with your faulty dishwashers.

 

It is disappointing to read the comments that were made by one of our colleagues regarding ownership. Although certain things may happen that are beyond our control, it is still our responsibility to help our customers and ensure that a suitable resolution is provided as quickly as possible. Would you mind providing further details of this conversation, by email, so that I can address this with the relevant manager.

 

I trust that you your new appliance is working to your satisfaction, however, if there is anything that we can help you with please do not hesitate to contact us. You can email using the following link: http://ow.ly/65y2V, please quote your user name if you should choose to take this action.

 

Regards,

Andy