Comet Nightmare!!!!

[nerver_again]

Hi there,

 

New here, just found the site and it seems quite useful, since the 27th february I have had a nightmare with Comet they have lied and tried to wiggle themselves out of anyway to help me.

 

My Samsung TV developed a fault 16 months after i purchased it on the 14th November 2010 for £899, i spoke to a independent TV specialist and he told me it sounded like a manafacturing fault, so i contacted Comet and stated the sales of goods act 1979 and they said i could have their engineer look at it for £69 or i could get a independent report carried out by someone myself, before they would proceed.

 

Anyway i went with the Comet engineer and they took the £69 pound from my bank, but afterwards i though why should i pay them any money i have no confidence in them, so i phoned up and cancelled the engineer visit. I then paid £55 for a independent inspection and it clearly states a manafacturing issue through a faulty screen or a poorly fitted screen.

 

I sent the report and letter recorded delivery to Comet but they have yet to respond in writing, they have totally disregarded the report i had carried out and offered me a free inspection, but why would i want this when i have already paid for one.

 

I asked them to respond in writing or even email, that why my report is no good enough, but they wont, they have said as a goodwill gesture they will offer me a free inspection, why didnt they offer this in the first place?

 

I have said to them them if they want to carry out another inspection i would like something in writing as to why my independent report is not good enough, which they have said over the phone but will not in writing.

 

Anyway im going to proceed through the small claims court ive sent the first letter and im going to send the second one next week 7 days apart, issuing them the court 21 days after first letter.

 

I would go into greater details of comet staff saying they would get a manager to call me back and a load of other lies i even have one of the customer service managers contacting me by email saying she would have phoned me but she never had my number, the number was in the email subject she sent back to me, i pointed this out 5 minutes after i recieved the email and she got another person to email me back to apologise 3 days later, why didnt she didnt phone when she realised the number was theyre is unbelievable..

 

The repair to replace the screen is £495 pound but ive no confidence in the TV and i certainly dont have any confidence in Comet, so im going to try and claim the full cost of the TV and the cost of the report through the court.

 

sorry to waffle on, my english aint the best any help would be a apreciated.

[rebel11]

Hi nerver

 

Welcome to CAG

 

Have a read of 10,12 and 13 in my signature.

 

Heres some further info:- http://www.which.co.uk/consumer-rights/making-a-complaint/taking-a-dispute-to-the-small-claims-court/

 

Unforetunately, your experience pretty much sums up Comets.

 

Please keep your thread updated.

[GorgieBoy]

Hi nerver ,

 

The normal procedure with this kind of issue with regards to a 16 month Tv would be for COMET they being the retailer that sold you the product to establish the exact nature of the fault with your Tv therefore the £69.00 inspection fee would be the norm (in many cases this may be refunded )

 

As your independent report states the LCD panel developed a fault ,

 

" and it clearly states a manafacturing issue through a faulty screen or a poorly fitted screen"

 

This is rather vague as it is nearly impossible to prove a manufacturing issue with a 16 month old screen and SAMSUNG will never admit to that.

The poorly fitted bit I do not understand .

 

However faults with LCD screens are one the most common issues that happen and come in all shapes and form regarding various faults and can happen at any given time .

 

Under COMETS own service procedure as your Tv is only 16 month old a new screen if found to be at fault after inspection by them would be fitted F.O.C and in many cases the inspection fee refunded as the screen is a major component which has failed .

 

The issue now seems a bit of a test case as such COMET have not examined the product with regards to the fault and have not been given the chance to offer any solution to your satisfaction.

 

An independent report is a great tool when in dispute with a retailer regarding this kind of issue but in this case it has not got that far .

 

I will be very interested in the outcome here as you are heading to the courts armed with an independent report and nothing from COMET if the court comes out in favour with regards to your claim it certainly would change things forever , but something to your satisfaction may happen before then as the wheels are now rolling .

 

" Comet Response " used to look in here on CAG and in many cases could be quite helpfull but they have gone missing as of late .

Edited March 23, 2012 by GorgieBoy

[nerver_again]

Comet have responded by saying its within their right to inspect, they say the report does not say whether the TV can be repaired, it seems quite clear to me. I know the £69 pound pound charge is the norm for Comet, but they also said i had the choice of using a independent tv engineer, which i decided to do, just because they dont agree with the report they offer me a free one, basically they are saying they dont believe the report.

 

Ive sent my first letter asking them to resolve the situation and i have had no reply, next week i will send the second letter complete with report, i have asked for a repair, replacement or refund, but i think the only way i will accept a repair is if i have assurances of a extendend warranty in writing from when theyand if they fix it.

 

Dear

 

 

Thank you for appointing us to carry out an estimate. Inspection of you above mentioned TV.

After inspection of your TV our engineer has found the fault to the main LCD DISPLAY Panel(screen) which is internally short circuit, this is the front screen that you watch. The vertical lines on the front screen are caused by a short in the LCD panel. The fault in our professional opinion is a manufacturing fault, where the poor quality screen or faulty screen had been fitted. A LCD screen should with stand more than 4-5 years of use. This is now the third Samsung LCD TV with the same fault that we have seen in our repair shop within the last 6 weeks confirming our suspicion of a manufacturing fault.

Our advice to you would to seek compensation as way as a screen change or a exchange of TV from your purchasing retailer under the supply of goods act. In order to repair this TV the only option is to replace the screen with a new one. There are no other apparent faults with the TV. This is not a wear and tear fault neither an accidental damage fault but is what looks like a “Manufacturing” Fault.

Due to the current cost of replacing this TV a repair in our opinion would not be advisable. This TV is beyond economical repair. Please find below cost of having work carried out if you so wish;

 

parts, labor and supply of new screen £495

cost or written report £55( paid with thanks)

[nerver_again]

Hi nerver ,

 

The issue now seems a bit of a test case as such COMET have not examined the product with regards to the fault and have not been given the chance to offer any solution to your satisfaction.

 

.

 

I dont think its a test case every letter i have sent, asks comet to resolve the problem with either a replacement, repair or refund, if they choose not to offer any of these based on my independent report then i have no other choice but to proceed through the courts.

Edited March 23, 2012 by nerver_again

[GorgieBoy]

Hi nerver ,

 

I may have misread your post with regards to your faulty Tv .

 

" Anyway i went with the Comet engineer and they took the £69 pound from my bank, but afterwards i though why should i pay them any money i have no confidence in them, so i phoned up and cancelled the engineer visit "

 

I would still suggest COMET would wish to examine the Tv as they are the Retailer that sold you the product .

 

Have they not even offered a FOC inspection yet ?

[nerver_again]

Comet said i could have their engineer come out and look for a fee of 69 pound, or i could get my own which I did. When i sent the report they would not accept the findings from it, which has you can see from above clearly states a manufacturing fault. Now afterwards they have offered a free inspection as a sign of goodwill, which i have declined, until they put in writing why my inspection is not good enough.

 

They have responded and said the report does not say it can be repaired, but as you can see from above it clearly does, but in there opinion it would be beyond economical repair. Then the report quotes how much for the labour and the cost of a replacement screen.

 

I'm willing to go to court if Comet can not offer me anything from the independent report regarding a repair, replacement or refund ill let the court decide.

 

I've also contacted Samsung and they are willing to repair the TV free of charge, they came out yesterday and admitted it was a faulty screen, they was very helpful and wanted to take it away for a repair, but I have told them all I want was another report.

 

They dont make the TV anymore so i doubt whether they will be able to get the spare parts iv tried to source a screen myself and they are well over £650.

 

There no way I will want a replacement from Comet so i will be going for a refund, whether I get a full refund we will have to wait and see.

[nerver_again]

don't waste your time with Comet just go straight to the people who make the electrical items they seem to understand the customers more, Comet are a disgrace.

 

The TV manufacturer have sorted mine out and gave me a cash settlement which i am very pleased with, purchased a new TV and guess what, i have not bought it from Comet.

 

My advice to anyone considering buying from Comet because its the cheapest place, get a price match and buy elsewhere, people say i have never had a problem with Comet, anyone who says this as never been into the shop with a faulty item.

 

They totally disregard the SOGA, which covers you up to 6 years, do there customer services know something we dont, but i suspect they will go under within the next 12 months.

[GorgieBoy]

Hi nerver ,

 

Thanks for the update with regards to your 16 month old faulty Tv which is now resolved to your satisfaction .

 

If you could provide some more information on how you managed this I am sure it would benefit others with similar issues .

 

In a nutshell COMET washed their hands of the issue , wanted inspection fees up front ect and still never examined the product regarding the faulty screen.

 

After you contacted SAMSUNG they sent one of their Dealers to examine the Tv and they confirmed a faulty screen, and offered a FOC repair , you declined a FOC repair and requested another report from them stating your Tv had a faulty screen .

 

Then you would have two reports stating your Tv had a faulty screen (Manufacturing Fault ) now you are ready for some court action .

 

Within two weeks of the Dealer visit SAMSUNG have now given you a cash settlement which you are more than happy with and enables you buy another Tv.

 

This is great news and it would seem is turning After Sales Service on its head .

 

COMET the Retailer with whom your contract is with under SOGA with regards to the faulty goods got your hard earned £899.00 in the first place.

 

Then basically ignored any obligation to help resolve your issue unless you paid them more money up front for an inspection and ignored your first report from an Independent Dealer .

 

SAMSUNG the manufacturer have now resolved your problem within two weeks to your complete satisfaction at a cost to them and COMET have made even more money from you from their call lines and sending you round in circles and did nothing.

 

I know COMET service is in a terrible state , your case may now be one the first of many where SAMSUNG in this case the MANUFACTURER deals with Customers issues directly via their authorised dealers once they are involved .

 

It would seem that they know something also with regards to COMET.

 

I also believe that COMET will continue to sell goods in the meantime but in many cases especially White goods it will be the manufacturer that deals with the after Sales Service this can only be a good thing as COMET just cannot deliver this Service effectively .

 

 

 

***** Just to add nervers Samsung Tv issue is totally different to Unhappylucys JVC Tv as the Manufacturer in Lucys case is " Not Availabe " so to speak *****

Edited April 11, 2012 by GorgieBoy

[nerver_again]

Hi nerver ,

 

Thanks for the update with regards to your 16 month old faulty Tv which is now resolved to your satisfaction .

 

If you could provide some more information on how you managed this I am sure it would benefit others with similar issues .

 

In a nutshell COMET washed their hands of the issue , wanted inspection fees up front ect and still never examined the product regarding the faulty screen.

 

After you contacted SAMSUNG they sent one of their Dealers to examine the Tv and they confirmed a faulty screen, and offered a FOC repair , you declined a FOC repair and requested another report from them stating your Tv had a faulty screen .

 

Then you would have two reports stating your Tv had a faulty screen (Manufacturing Fault ) now you are ready for some court action .

 

Within two weeks of the Dealer visit SAMSUNG have now given you a cash settlement which you are more than happy with and enables you buy another Tv.

 

This is great news and it would seem is turning After Sales Service on its head .

 

COMET the Retailer with whom your contract is with under SOGA with regards to the faulty goods got your hard earned £899.00 in the first place.

 

Then basically ignored any obligation to help resolve your issue unless you paid them more money up front for an inspection and ignored your first report from an Independent Dealer .

 

SAMSUNG the manufacturer have now resolved your problem within two weeks to your complete satisfaction at a cost to them and COMET have made even more money from you from their call lines and sending you round in circles and did nothing.

 

I know COMET service is in a terrible state , your case may now be one the first of many where SAMSUNG in this case the MANUFACTURER deals with Customers issues directly via their authorised dealers once they are involved .

 

It would seem that they know something also with regards to COMET.

 

I also believe that COMET will continue to sell goods in the meantime but in many cases especially White goods it will be the manufacturer that deals with the after Sales Service this can only be a good thing as COMET just cannot deliver this Service effectively .

 

 

 

***** Just to add nervers Samsung Tv issue is totally different to Unhappylucys JVC Tv as the Manufacturer in Lucys case is " Not Availabe " so to speak *****

 

01482 320681

01923 710000

01482 592570

01482 592362

 

Heres the comet phone numbers so if anyone wants to call free like me

 

I didnt have to pay for calls as mine are free anytime to land lines, it made me laugh i kept on phoning to speak to a manager with no joy, in the end i think the whole customer services team knew who i was and the manager even called me back leaving messages on my mobile and land line, i just said that i will wait for a manager, some of them got right narky, i also pointed out to them that they was being paid by the hour and whilst they was on the phone to me it was costing Comet.

In the end when the manager left a message for me to contact her asap, i just left it and sent the next recorded delivery letter.

 

I didn't mind doing this and i even went in the store and caused a right commotion with the staff in the shop doorway, the customers where streaming out the door, the father in law wasn't too pleased and in the end the police came, but if it put a few people off from buying from Comet it pleased me.

 

I even told them i would be back up there the weekend with my friends and family dishing out fliers.

 

I kept on calling them, as for the hard earned cash ive got that back now and ive learnt a valuable lesson never buy from Comet.

 

Trust me if i would have been out of pocket i would have gone the whole way with Comet but financially im better off than when i bought the Tv:-)

Edited April 12, 2012 by nerver_again
i

[MissSigh]

I found this thread through a Google search as I am currently dealing with Comet because of a fault with my 4.5 month old laptop.

 

The TV manufacturer have sorted mine out and gave me a cash settlement which i am very pleased with

 

I am really glad that you are happy and got your money back from the manufacturer. Although it's a shame Comet still have the fee you paid originally for the TV, so they haven't lost out.

 

I'm just a bit confused as to why the manufacturer would give you a refund even though they offered to repair it and you refused? Seriously sounds too good to be true! (although I do believe you, just a little shocked that's all).

 

I took my laptop back to Comet today and they said I would have to go home and contact the manufacturer myself. I told them they would need to do that but they went on to say no and that I would need to contact the manufacturer, but according to the SOGA it's the shops responsibilty to sort it and not me and so that's what I told them, and after telling them that they agreed to send it off to the manufacturer themselves.

 

I did ask whether I could have an exchange or refund instead of the repair but they said I wasn't entitled to that. They also went on to say how if the fault isn't a factory fault then I wouldn't be entitled to anything. Erm, so that would mean a 4.5 month old laptop that's been used less than 5 times wasn't faulty from the start? ok then!

 

I now have to wait to hear back from Comet, they will phone me when my laptop arrives back at their store from the manufacturer. It says on the receipt (receipt about sending off to manufacturer) that my laptop will be ready for collection on the 10th of May, that's 3 weeks away! I thought repairs were quicker than that and I would be able to collect it sooner. Anyway enough of me rambling, I should just make my own thread

 

My advice to anyone considering buying from Comet because its the cheapest place, get a price match and buy elsewhere, people say i have never had a problem with Comet, anyone who says this as never been into the shop with a faulty item.

 

Unfortunately from personal experience, I would have to say the same for Currys and PC World