Absolute Joke of an aftersales service ****Resolved****

[Robbo87]

I normally wouldn't bother complaining about something but this has made me so angry that I just have to make some form of complaints.

 

I have a 32 inch JVC TV which became faulty in October, before the 12 month warranty ran out.

 

The screen was "solarising" intermittently and turning Green.

 

I phoned the Comet aftersales team who arranged for an engineer to visit.

He came a week after my original call and said he thinks it is a pcb board and ordered a new part, and arranged to carry out the repair a week later.

 

The part didn't arrive in time so it ended up being 2 weeks before he returned,

He fitted the part however this did not fix the problem,

but as it is an intermittent fault it wasn't apparent before he left.

 

That day I again called the aftersales department and they said they would collect it and have a look at it,

A week later the TV was picked up to be taken to the engineers.

leaving me with no tv of course. 3 weeks later

 

(today...) the TV was finally returned with the screen fixed,

however the remote control is no longer working and it is completely unresponsive

(It was however fine before the TV was taken away).

 

So again I rang the aftersales team and spoke to a technician who told me I need to go to a comet store to have the remote checked,

So I had to drive to my local Comet store,

explained the situation and he checked the remote for me,

which turned out to be absolutely fine,

 

The staff then became quite rude and insisted there was nothing they can do and wouldn't even help with regards to contacting the aftersales team again!

 

I asked to use their phone because I was fed up of spending 10p a minute being on hold.

They refused.

So I returned home made another phone call to the after sales team,

again speaking to an engineer who tried to sort it out over the phone but nothing worked so I am now left waiting yet again for another engineer to visit,

And I have little doubt that if a new part is needed it will be well into the new year before it will be sorted.

 

 

It has now been 7 weeks since I originally reported the fault and it has still not been repaired,

and I have been left with a faulty TV,

I seriously don't see how this can be deemed as a reasonable time scale.

 

I have recently been in hospital for 4 months, recovering from 2 major operations and the stress that this has caused me is unbelievable, and an unnecessary unwanted inconvenience.

 

I will be looking into speaking with trading standards as I feel something should have been done long before now.

[dx100uk]

point the remote at a mobile phone camera or a digital camera

 

hit a button

 

can you see the blue flashing at the top of the remote on the viewfinder screen

good way to check if your remotes are working

 

as for the issue itself

under soga this should have been sorted weeks ago.

 

there is the ceo's email ad in this forum

 

send a mail to him

 

it works!

 

dx

[Robbo87]

Thanks for the reply, The remote has been tested with some form of remote control tester that lights up and sounds if it is receiving a signal and I have also just tried your suggestion with a phone camera, and can indeed see the blue light flashing. I will look into emailing the ceo.

Thanks

Robbo

[MARTIN3030]

Sounds like they have changed a pcb that include the IR receiver,and that it now needs another RC as not compatible.

[Guest Comet Response]

I normally wouldn't bother complaining about something but this has made me so angry that I just have to make some form of complaints.

 

I have a 32 inch JVC TV which became faulty in October, before the 12 month warranty ran out.

 

The screen was "solarising" intermittently and turning Green.

 

I phoned the Comet aftersales team who arranged for an engineer to visit.

He came a week after my original call and said he thinks it is a pcb board and ordered a new part, and arranged to carry out the repair a week later.

 

The part didn't arrive in time so it ended up being 2 weeks before he returned,

He fitted the part however this did not fix the problem,

but as it is an intermittent fault it wasn't apparent before he left.

 

That day I again called the aftersales department and they said they would collect it and have a look at it,

A week later the TV was picked up to be taken to the engineers.

leaving me with no tv of course. 3 weeks later

 

(today...) the TV was finally returned with the screen fixed,

however the remote control is no longer working and it is completely unresponsive

(It was however fine before the TV was taken away).

 

So again I rang the aftersales team and spoke to a technician who told me I need to go to a comet store to have the remote checked,

So I had to drive to my local Comet store,

explained the situation and he checked the remote for me,

which turned out to be absolutely fine,

 

The staff then became quite rude and insisted there was nothing they can do and wouldn't even help with regards to contacting the aftersales team again!

 

I asked to use their phone because I was fed up of spending 10p a minute being on hold.

They refused.

So I returned home made another phone call to the after sales team,

again speaking to an engineer who tried to sort it out over the phone but nothing worked so I am now left waiting yet again for another engineer to visit,

And I have little doubt that if a new part is needed it will be well into the new year before it will be sorted.

 

 

It has now been 7 weeks since I originally reported the fault and it has still not been repaired,

and I have been left with a faulty TV,

I seriously don't see how this can be deemed as a reasonable time scale.

 

I have recently been in hospital for 4 months, recovering from 2 major operations and the stress that this has caused me is unbelievable, and an unnecessary unwanted inconvenience.

 

I will be looking into speaking with trading standards as I feel something should have been done long before now.

 

Hi Robbo87,

I’m sorry to note that your TV won’t function properly with the remote control following completion of the repair. I am sorry the store were not more supportive when you stopped by to have your remote checked, they should have spoken to the service centre on your behalf and for this I apologise, please be assured that this will be addressed with the store concerned.

From the information you provided, I have discussed the matter with one of our senior technicians who believes this may be a software issue which relates to the replacement of the new PCB, and therefore should hopefully be quickly resolved with the follow up engineer visit.

 

Therefore, if you could please email me with your details I will help to resolve this matter as quickly as possible. You can email using the following link: http://ow.ly/65y2V. Please quote your user name to enable me to pick this up quickly.

 

Regards,

Andy at Comet

[rebel11]

Sounds like you were right:wink:

 

Sounds like they have changed a pcb that include the IR receiver,and that it now needs another RC as not compatible.

[kurvaface]

The dummies at these companies always seem to think this helps!

 

The staff then became quite rude and insisted there was nothing they can do and wouldn't even help with regards to contacting the aftersales team again!

 

 

 

 

 

 

I will be looking into speaking with trading standards as I feel something should have been done long before now.

 

 

Don' t look into it, do it.

 

The number is 08454 040506 and complain, get a log number and then quote this in all correspondance with comet. You are better emailing or writing so you have a paper record of everything.

 

As for Comet, just like Dixons retail aka currys Pcworld, what a shame that their customer service is so poor in general. Do they not realise that it is so easy to order online from the likes of Amazon where there is a real focus on customer service!

[rebel11]

People will choose with their 'feet', or with their 'hands' over the internet. Simple:wink:

 

The dummies at these companies always seem to think this helps!

 

 

 

 

 

 

 

 

 

 

 

Don' t look into it, do it.

 

The number is 08454 040506 and complain, get a log number and then quote this in all correspondance with comet. You are better emailing or writing so you have a paper record of everything.

 

As for Comet, just like Dixons retail aka currys Pcworld, what a shame that their customer service is so poor in general. Do they not realise that it is so easy to order online from the likes of Amazon where there is a real focus on customer service!

[GorgieBoy]

Hi Robbo87,

 

As I have mentioned in previous threads regarding COMET Customer Service , the real reasons why customers are suffering more and more are ,

 

COMET now operate with one national call centre for the UK (hence the the multi million pound phone costs racket).

 

Two regional service centres for the UK one at Harlow for the South and one at Skelmsdale for the North, that is where your parts are held or recieved to which ever the case. These parts are eventually sent to a field engineer who in most cases has not even seen the product in question regarding the repair.

That is where your Tv will end up for repair eventually if it is not repaired on site by a field engineer.

 

This is why in many cases further parts are required after an engineer has visited.

 

They also have a Pc/Laptop centre in Leeds where these end up also as they no longer carry out field repairs , setups , and instore repairs to these products.

 

COMET have recently closed 14 regional service centres in the UK where the engineers were based , where parts where received to and ordered from .

This was on a local basis regarding customer service but they are no longer.

 

COMET have paid off more than 100 of their most skilled Service Centre engineers who where based in their UK Service Centres , these engineers have not been replaced and most had 30-40 years experience.

 

(Exactly what DSG = KNOWHOW did sometime ago)

 

 

COMET will have you believe that the system in place now is an outstanding success and will try to come up with figures to back it up regarding first time repair , repair turnaround ect ,ect. and how happy 99.9% of their customers are regarding their outstanding Customer Service.

 

It is not so strange either that KNOWHOW say the same , but they are both as guilty as each other.

 

The problem you are having regarding your repair is more common than not and is certainly not an unfortunate one off situation.

 

Your Tv will will eventually end up in Harlow or Skelmsdale depending on your actual UK location for repair.

 

Just to add Software issues to main pcb,s ect ect is pure supposition and fobbing off , as the fault cannot be properly diagnosed until the product is properly examined in one of ther Service Centres

by a competent engineer if they have any left.

 

My post cannot solve your 2 Month + wait regarding a repair to your Tv but can explain the reasons for it.

Edited December 13, 2011 by GorgieBoy

[Robbo87]

Thanks for the reply georgie boy, Yeh I live a few miles away from skelmersdale and this is where my tv has already spent 3 weeks previously and the engineer who has been twice also told me he came from there. An engineer is coming again tommorow, (probably the same guy who has been the last 2 times... we are getting to know each other quite well now...) and i will be very unpleased if he tells me the tv either needs to be taken away again or have another part fitted, I have little doubt it is a problem with the tv as i have also tried 2 other universal remotes which work fine on other tv's so im starting to get very annoyed about it all now. This is a fault that didn't even exist until it had been "repaired"

[dx100uk]

most JVC's i've worked on the IR receiver in the front is on a little connector

i bet they've not plugged it back in after taking it apart

i also seem to remember that they also flasn the front LED if any IR codes are detected

so if its not doing that

then there you go.

 

dx

[GorgieBoy]

most JVC's i've worked on the IR receiver in the front is on a little connector

i bet they've not plugged it back in after taking it apart

i also seem to remember that they also flasn the front LED if any IR codes are detected

so if its not doing that

then there you go.

 

dx

 

You are probably correct dx ,

 

Robbo your near to Skelmsdale ! , good job you do not live in Inverness how much more of a wait would that be ?

 

I think they have been snowed in there for the past month

[Robbo87]

Well the engineer has been this morning and sorted it. At first it appeared that everything was plugged in properly but when he had a bit of a fiddle it mustn't have been connected properly. Glad it's finally sorted but really annoyed in how long its taken for everything to get sorted. Having waited almost 2 months to fix a fault, I've definitely lost all my confidence in Comet and I will certainly be in no rush to buy from them again.

[kurvaface]

Well finally.....

[MARTIN3030]

Good to hear it is sorted.

[Robbo87]

The Screen has now become faulty on the tv again!!!!!!!! Absolutely had enough of this now!!!!! I havent had it back a week!!!!

[dx100uk]

not got a cat have you...moved the leads?

 

dx

[Robbo87]

nope! no cats! looks like a faulty screen again. i have never known anything like this in my life. surely 6 days use after repair isnt acceptable? currently in a queue waiting to speak to comet, should be interesting.

[rebel11]

Hi Robbo

 

I've sent the link to this thread to the Comets Rep, this doesn't make good reading, back to square one after 6 days.

[Robbo87]

Thanks Rebel, I've just phoned them and they've arranged for another Engineer visit on Tuesday, and I have also Emailed the response team. The fault so far seems to be intermittent so I can already see what route this is going to go down.... which will no doubt include me having no tv over christmas. I will also be giving the office of fair standards and trading a ring on Monday.

 

How much hassle must someone go through before just either getting a refund or a replacement tv??? In what they have spent on engineer visits, parts and repairs they could have just spent on replacing the tv! The stress is going to make me ill if this carries on much longer.

[kurvaface]

OH dear.....

 

 

In all honesty, I can't say who's worse, Comet, Pcworld or currys. This is a test for Comet. Let's see what they do.

[Robbo87]

The engineer hasn't visited yet but I have spoken to Comet Customer Services via email and asked about what has to happen before they will replace the tv.

 

Nadine told me that after the engineer has visited tomorrow and given a report a final decision will be made.

 

I can see this decision taking a while to make and I'm so angry that I'm going to most probably have a broken tv over Christmas.

 

Most importantly not being able to play on all my new xbox games!... (i am only a young lad afterall...)

 

As far as I'm aware they have a right to attempt to repair the TV,

Tomorrow will be the 4th engineer visit on top of them having the TV in their repair centre for 3 weeks

and the original fault was reported on the 23rd of october..

 

so surely they have had ample opportunity to get this fixed.(arguably it was "fixed" and lasted a whole 2 days)

Would I be wrong to demand and expect that the TV is now replaced?

[GorgieBoy]

Hi Robbo,

 

I would not hold my breath regarding getting a replacement Tv , although you should be , just read the problems javafter is having regarding getting his faulty Laptop replaced which packed in within 7 days of purchase for example .

 

It would seem now that COMET are reluctant to replace any product for a customer with no one able to have the responsibility to authorise an immediate replacement or refund , with every case being passed from piller to post for further investigation .

 

On saying that the more these issues are flagged up on this forum the more chance there is of a positive result , ie replacement Tv in your case Robbbo after all you have been having problems since October with no resolution in sight at this present time.

[Robbo87]

Well I am pleased to report that everything has now been sorted. The engineer came and looked at the television this morning, and pretty much said that the 2 main parts that would cause this sort of problem have already recently been changed so he couldn't see what could be done to fix it, and would need to speak to his boss. He left and ten minutes later after speaking to his boss gave me a red label and said take that to the store with the tv and I can get an exchange. He forgot to write a number that I needed on the label so it caused the staff a few problems, but in contrast to last week they couldn't have been more helpful, I think the lady who helped me was called mikela (sp) and she was great, (this was in the Wigan Robin Park Store btw) and dealing with quite a few people at once so imo was going beyond the call of duty to help people. She also told me that the rude lady I'd spoken to the week before was infact retiring that day which would explain a lot. So I hope a comet rep reads this and gives her a pat on the back because she deserves it. She single handedly put my faith back in Comet and was very nice and helpful. Whilst I was there it was ridiculous how many people where returning items so she clearly had her work cut out.

 

Overall I'm happy, It's annoying that its taken so long to sort out, and I think that this could have been resolved much sooner but I got there in the end and I have to hand it to Comet for eventually getting it sorted for me. And I now have a nice new tv before christmas (they don't sell the tv I had anymore so I got a nice new LG one) Had they not decided to write the tv off and decided to attempt another repair I would have very possibly lost the plot.

 

So its only fair I even things up by saying it has been resolved and that I am satisfied.

 

Thank you to everyone for your advice over the past few weeks.

[rebel11]

Well Done Robbo, disappointing it's taken time, but great it's been resolved. There was a plan 'B'