Comet Washing Machine saga

[Richard13]

Hi,

I was wondering if anybody can help.

 

i purchased a washing machine online from Comet on the 12/2/12

(National Panasonic NA-148VG3)

and it has not worked correctly from the get go

 

.Eng was booked 19/4/12 and looked at the machine diagnosing a suspension arm faulty, and that the part would have to be ordered.

 

Eng visited 11/5/12 and stated that the parts ordered were incorrect, but somehow he had replaced a loose part.

He did not even test W/M and left.

 

Phoned Comet again and stated that goods were not fit for purpose and that i wanted a refund,

Comet customer service said they would contact eng and write it off and contact myself on 14/5/12. Yes you've guessed did not phone.

 

Phoned again and they said that a Eng was callling on the 24/5/12

i outlined saga again and he said that he needed to talk to a supervisor, cutoff.

 

Phoned again and they have said that contacting their eng can take 24hrs and will contact myself tomorrow.

 

Anybody know where i stand, advice would be appreciated

[rebel11]

Hi Richard

 

Welcome to CAG

 

Have a read of 10,12 and 13 in my signature. Your clearly getting the 'runaround'.

 

Also if you paid by Credit Card or Visa Debit, contact your Card Provider, Explain whats happened and that you would like to carry out a Chargeback, lets see what they say. You have limited time to ask for a 'Chargeback'.

 

http://www.which.co.uk/consumer-rights/sale-of-goods/your-rights-when-paying-by-credit-card/chargeback-on-credit-and-debit-cards/

[Richard13]

Thanks for the prompt reply, i will wait to see if they contact me tomorrow. What really is annoying is the 10p min phone charge, disgraceful.

 

Cheers Richard

[rebel11]

Please, let us know what happens.

[GorgieBoy]

Hi Richard ,

 

Once again another shocking example of COMETs extremely poor "After Sales Service" when goods go wrong .

 

It is also worth sending an email to their Directors Office ,

 

bob.darke@comet.co.uk

 

Outlining everything that has NOT happened with regards to getting your 3 month old appliance replaced or repaired ,

which has not worked correctly since day one .

 

The 10p a minute phone racket is another money spinner for them no wonder customers get sent round in circles for hours when trying to get issues resolved .

 

Good luck and keep us informed .

[angel2412]

Hi

Write to there head office explaining whats gone on and say the product is not fit for purpose and the store has proven that by sending a repair engineer,also state you are giving them 7 days to reply or you will be seeking legal advise,also say you don't want exchange you want a full refund.Hope this Helps.

 

Louise

[GorgieBoy]

Hi

Write to there head office explaining whats gone on and say the product is not fit for purpose and the store has proven that by sending a repair engineer,also state you are giving them 7 days to reply or you will be seeking legal advise,also say you don't want exchange you want a full refund.Hope this Helps.

 

Louise

 

 

Yes Indeed Louise , If only things were that simple but it is COMET we are talking about here .

[angel2412]

Hi Gorieboy,

Don't worry they are comet the law is the law and they cant bend it to suit themselves,Trust me I work for a large supermarket chain and the Head office dont like getting letters saying they are breaking the law,just try it and see.Be polite to start with and if you get no joy go to the CAB They will take over for you or the trading standards.

Louise

[Pavi]

Louise,

Comet could not care less about breaking the law! I know since I am going to court against them on Thursday next regarding a mi sold warranty and ridge/freezer contents claim. This is after months of trying to get a resolution, including mediation. They are double dealers and spend more time trying to avoid there duties than doing anything to resolve issues. I would advise Georgieboy to log every single conversation and put complaints in writing via recorded delivery. The MD won't reply or even acknowledge receipt of LBA's / court documents but you need this for court if it gets that far.As for the CAB/trading standards they have no remit to "take over" consumer claims. In any case they are overworked and understaffed more so now due to recent government cuts. The same goes for the Ombudsman OFT/FSA if they were doing their jobs efficiently this website would not exist. All in all I think you should limit your advice to direct factual experience, not anecdotal conjecture. You could end up costing members a lot of money. I have won 2 cases in the County Court for faulty goods claims, Curry's and Dell computers, and 1 for credit card charges Capital so I have the experience. Regards Pavi

[GorgieBoy]

Hi Pavi ,

 

Good post ,

 

Yes that is how it is when dealing with COMET if it was as simple as Louise thinks the need for this section on CAG would not exist .

 

There are hundreds of posts regarding COMET here on CAG many of them horror stories lasting many months . If any help can be offered by the Site Team or others so much the better many Posters have eventually got some kind of redress but this has often taken many months.

 

Just to add I am not the OP on this thread it is Richard I was just offering some advice .

 

Good luck with your Court Case please let us know how you get on as this will be of benefit to others with similar issues.

[Pavi]

Hi Georgieboy,

Apologies for the wrong name. I the think CAGers should know that these Companies are defending claims at the issue stage and mediation. Weather they turn up in court is yet to be seen in my case. They certainly have given everybody the run around as a matter of policy. I will be asking the judge to look at some CAG pages as that show their contempt for the SOG act. I not sure that this will be allowed as evidence but I will give it a try. I am also claiming for a mis sold warranty which I believe will shortly become a major consumer issue. Is the OFT looking into to this? Another 5 years of prevarication and lame excuses I guess. In my previous claims 2 rolled over before the hearing and 1 Curry's didn't turn up but that was a while ago. I will update CAgers after the hearing win or lose and post all the documents if need.

Regards

Pavi

[angel2412]

Hi

Sorry I am new on this site and didn't know I had to have a degree to help very sorry for trying to help.

Lou

[ims21]

Guys

 

Can we please keep this civil.

 

Louise is a new user and has given some input and from my experience she has given a good response regarding head office.

 

The point made by Pavi about them ignoring LBAs was not the experience I had.

 

Georgieboy will remember my thread I'm sure. I gave them opportunities and they took the rope and failed miserably.

 

So an LBA was sent and miracles happened within the 7 days I had given them.

 

My advice is don't let them string you along, take control and get things moving.

 

ims

[GorgieBoy]

Hi

Sorry I am new on this site and didn't know I had to have a degree to help very sorry for trying to help.

Lou

 

 

Hi Louise ,

 

Your input is most apprieciated and you most certainly do not have to have a degree of any sort to offer your advice .

 

Unfortunately COMET can be very difficult to deal with when things go wrong as you will note from the numerous threads here on CAG .

 

You are correct in what you say but COMET do tend to think they are a law unto themselves sometimes ,with regards to the many complaints they receive here on CAG regarding faulty goods no matter how old they may be .

 

Other Retailers may operate differently as far as faulty goods go but COMET can be very stubborn in their ways once the money is in the till they do not want to exchange or refund anything unless they absolutely have to one way or another.

 

As ims stated he himself had issues regarding faulty goods but was successful in getting complete satisfaction as he took the correct route , other Customers are not so successful because COMET erect so may barriers .

 

Therefore any advice that can help is most welcome in any form .

Edited May 19, 2012 by GorgieBoy

[HDouthwaite]

As I am a new member of this forum, when I first tried to podt thisds message, I have been informed that I am not yet allowed to post email addresses or links to web pages - very sorry - so PLEASE do a GOOGLE search under the crieria below to get the info to which I refer.

 

WOW and we thought we were alone in dealing with an inept COMET. Like yourselves above and many, many more on other consumer groups we are now starting legal action against Comet as they are [EDIT] , mis-inform customers, do not recognise the Statutory Rights of Customers (Sale of Goods Act 1979) and are the least trustworthy organisation we have ever had the misfortune to deal with. I will post a FULL version of ouew experiences with them later BUT first I would ask you all who have commented above and would ask that through you all, to input this requests below to all members of any other consumer groups you are a member related to COMET COMPLAINTS to:

 

PLEASE Email the British Olympic Committee ( the email address is on the Contact Us page of their website) and complain that BOB DARKE (Owner of COMET) is being allowed the privelege of carrying the Olympic Torch on the 25th July 2012. Search: BOB DARKE OLYMPIC TORCH) for info.

 

It a complete disgrace that this man, who heads up probably the worst company in the UK and makes his millions by treating customers with such contempt has been selected. He may give millions of pounts in sponsoring sport, etc, BUT those millions are made from YOU, Me and Millions of others and what do we get from him? TOTAL CONTEMPT.

 

PLEASE take the time to write to the BOC as above - only by enough people doing so will it do any good..

 

Next, may I suggest that you all also email BOB DARKE via the following email address:- please insert the @ sign when eamiling.

PLEASE tell them that you have been asked, BY ME, to write to the BOC and themselves to complain that he should NOT be allowed to carry the Torch when his company has such an appaling record of customer care and service. Let us all try to get a message across to this usless organisation that together we CAN MAKE A BIG NOISE

 

I have a business background that has enabled myself and my wife to develop a major understanding of Consumer Law and in particular the Sale Of goods Act 1979. Comet do not recognise either on their own "twisted" Terms and Conditions" and thier "script" when dealing with customers.

 

Today I informed them that we will be initiating legal action in the County Court to recover the purchase costs,and damages, plus all cost associated with our claim etc as the washing machine we purchased on 28th January and which they refused to repair (they wanted to send us a part for us to fit that would invalidate the manufacturers warrenty) is unacceptable and that we consider it to be Unfit for Purpose.

 

I will not need to employ a Lawyer as it is a simple process and cost only £75 (ish) - anyone can do it. I am 99.9999% certain that COMET will loose. that said, please be aware that should I (or YOU) loose, Comet cannot claim their legal costs back from any of us. The cost to COMET in legal fee's alone (as I pointed out to them) will be significantly higher than the agreeing to a full refund, etc. They decined BUT thats their problem now. No more talk.

 

I also informed them that I had already written to the BOC complaining that BOB DARKE is NOT A FIT AND PROPER PERSON to be given the honour of carrying the Olympic Torch - they didn't seem to care

 

Additionally, I also informed them that I would look at setting up a Facebook Page named "[/color][/size][/font]Boycott Comet UK" plus I would inundate their Twitter page with complaints, etc, about their appaling service and BOB Darke being allowed to carry the Olympic Torch. They didn't appear to care in the least!!!!!!!

 

Finally, I have also writtem to BBC Watchdog and attached to them a file containg all correspondence and conversations with numerous Comet people - PLEASE send your own complaints and outcomes (if you have any) to Watchdog (Search: Watchdog and go to the CONTACT PAGE of their website). Again, only via weight of numbers can this appaling company be taken to task and exposed.

 

If anyone wishes to contact me with your own stories about COMET and their appaling record, please feel free to do so on [EDIT] - I will present thenm as evidence to the Courts when we reach that point.

 

Thank you all for your time and good luck with your pursuit of the diabolical organisation.

 

Kindest Regards,

 

Harry

Edited May 22, 2012 by ims21

[ims21]

Hi Harry

 

I have had to edit a couple of bits from your above post....it is not really a great idea to pop your personal e-mail on an open forum for your own security

[Law Man]

Replies contain useful suggestions; but in summary:

 

(1) write to Comet and confirm that (a) the machine is not of satisfactory quality and fit for its purposes, and (b) that you reject the machine and require a refund of the price.

 

(2) of you paid by credit card, ask card issuer to reverse the payment. Say that you made the payment to buy goods which are unsatisfactory. The card issuer is liable to you for breach of obligation by Comet (section 75 of the Consumer Credit Act 1974).

 

It is a good idea to write to Comet head office and ask them to take action.

 

In future when telephoning a business, try to avoid 08 TNs. The excellent "say not to 0870" web site enables you to type in the 08 number and find a geographic code alternative.

 

What you do not not want is being fobbed off. Be consistent and assertive.