COMET - Terrible extended warranty and customer service

[lilakz]

I bought a LG 50PG4000 Plasma TV on the 5th November 2008 along with 5 years extended warranty (insurance) for well over £1000.

 

 

At the beginning of January of this year 2012, the TV became faulty.

 

I called Comet and asked for the TV to be repaired.

 

An engineer came round to assess fault and advised Comet of the cost of the repair which was nearly the price of the TV at just under £1000, and advised Comet to pay out.

 

 

After several weeks and no contact from Comet,

 

I called to chase up and was told Comet had opted to repair the TV.

 

This was the beginning of my nightmare experience with Comet.

 

To cut a long story short, it has been over 2 months and there has been no progress.

 

My TV is still in my front room faulty and considering the poor level of service I have received and the length of time this is taking,

it is clearly evident that the parts in question cannot be obtained,

although they claim they are still waiting for the parts.

 

They are using these delay tactics to avoid paying out for the TV of which I have paid for in full including the extended warranty (insurance).

 

Throughout this period they have failed to keep me informed of the progress of this case and I have been forced to chase which is unacceptable.

 

I have also sent letters to the complaints department and emailed the Comet directors to no avail.

 

I have requested a full credit note for the value of the TV so I can replace the faulty item and a refund on the 5 years extended warranty which is not being honoured.

 

I am still awaiting an immediate resolution anything else I can do to force the issue, as this is unacceptable!

[GorgieBoy]

Hi lil ,

 

COMET SERVICE are going into meltdown at this moment regarding this kind of customer issue things are not good at all .

 

I am sure the Site Team guys will advise your best options .

 

 

Just to add is there not a time scale clause mentioned in your policy regarding a repair, replacement or write off to your Tv ? , during which COMET must do something to your satisfaction , surely 10 weeks or more is not on .

Edited March 14, 2012 by GorgieBoy

[GorgieBoy]

Site Team any advice regarding this thread ? This is now common place it would seem and getting worse !

[rebel11]

Hi lila

 

Welcome to CAG

 

I would send a Letter Before Action, give them 14 days to resolve the matter since they already had two months. If it's not resolved then file a small courts claim.

 

Further info:- http://www.which.co.uk/consumer-rights/making-a-complaint/taking-a-dispute-to-the-small-claims-court/sample-letter/

 

http://www.direct.gov.uk/en/MoneyTaxAndBenefits/ManagingDebt/Makingacourtclaimformoney/DG_195118

 

http://www.direct.gov.uk/en/MoneyTaxAndBenefits/ManagingDebt/Makingacourtclaimformoney/DG_195812

[lilakz]

I have written and emailed customer services and to the Comet directors prior to me even posting this thread. The first time to no avail, and at the second time of asking, I was casually told it would be investigated and then later told, they will continue to try and get the parts. What a load of rubbish!

 

They've finally come to pick up my TV, however I believe its just to shut me up and stop me from calling. I say that because I called Comet shortly after they picked up my TV and asked if the parts were in yet and how long it would take to repair, and the women on the phone couldn't answer either way, meaning I dont think they have the parts.

 

I bet I'll spend the next months chasing the actual repair now (that's if they even have the parts that is, which I doubt they do)....lets wait and see.

 

I've learnt a massive lesson from this all....NEVER SHOP AT COMET EVER AGAIN!!

 

I'll keep you all updated.

[rebel11]

Hi lil

 

You could ring Trading Standards a ring and see if they can provide any assistance, this is a long shot. To be honest I'm not really sure what Trading Standards do these day.