Washing Machine/dryer problem

[villageidiot]

This is a quick thankyou to rebel11 for providing the email address for Bob Darke of Comet.

In a nutshell we have been waiting 28 days for our washer dryer to be repaired (thank God the kids have left home)

From the initial call and trying to reset the machine the tele operative knew the part to order (impressive eh?)

Before the engineer arrived the appointment was cancelled, part not available.

18 days later engineer turns up with the wrong part (really miffed) but ordered correct part

5 days later another engineer turns up who knows nothing of the problem and no part.

On the 27th day I find this website, whoopee, also find relevant email and send it, it's more like war and peace in length.

Will post any response.

Thanks again for the info.

[rebel11]

Hi village

 

Welcome to CAG

 

Have a read of 12 and 13 in my signature. When did you buy it? how did you pay for it?

 

Please let us know how your problem has been resolved, it could help fellow Caggers.

 

Thread has been created.

[villageidiot]

This comedy sketch gets better and better, so just a quick refresher.

01/07/12 Hotpoint washer decides to malfunction on the day we return from a two week holiday

02/07/12 Ring Comet Extra Care Service Plan department. Spent 20 minutes on phone going through reset procedures, no joy.

Informed engineer not available until 11/07/12 ( So what happened to the two day attendance stated in the booklet )

06/07/12 Comet ring to say part not available so engineers appointment cancelled. ( They know the part without looking at the machine, amazing )

11/07/12 Sent email to Comet via their website to complain. They acknowledge receipt, someone will get intouch within 2 days.

14/07/12 No reply so go to local Comet store and speak to the manager who takes details and makes a few calls. Explains he is waiting

for someone from "repair centre" to get back to him and will contact us when he has anything to report.

Later that day get email from Comet to say engineer will call 20/07/12

20/07/12 Engineer arrives, guess what, wrong power board, but orders the right one there and then on his laptop.

24/07/12 Another engineer arrives, no part and does not know of the ongoing problem, orders a motor,

29/07/12 Find this wonderful website and send email to Bob Darke.

30/07/12 Reply from head office, they offer apologies and say we are "priority

01/08/12 Get call from "repair centre" they think we have two machines that require attention. Explain problem, then am told that

only a motor has been ordered and will not be available until 10/08/12, unbelieveable.

Send email to Comet head office.

02/08/12 Receive email from head office, they have noted my request for a relacement if the next attempt to fix the machine is a failure.

Still waiting for an appointment date.

 

Meanwhile we have had to visit family four times a week, since this problem arose, to wash our laundry. A 12 mile round trip each time.

We have also had to buy a tumble dryer to dry said washing.

 

Just to keep the chuckle muscles working the great grandson, 7 months old, came to stay for a couple of days whilst our grand daughter

goes on a short holiday. Guess what, he's got the sh*ts, gonna be just like old times, washing nappies in a bucket.

[rebel11]

Hi village

 

When did you buy it? how did you pay for it?

[villageidiot]

Always forget the important things.

Washer bought October 2010 for £369.99

3 year Comet Service plan £169.99

Never again.

 

Got call from manager at the local Comet store this afternoon.

He says he is also contacting head office, seems genuinely concerned, a people person.

[rebel11]

Hi village

 

how did you pay for it?

 

If you paid by Credit Card, write to your Credit Card company, explain the problems you are having. Also explain the clothes have to be washed at a relatives house and the travel costs involved.

 

Have a read of :-

 

Section 75 example - the trader won't help

 

http://www.which.co.uk/consumer-rights/sale-of-goods/your-rights-when-paying-by-credit-card/cca-section-75-problems/

http://www.which.co.uk/consumer-rights/sale-of-goods/your-rights-when-paying-by-credit-card/section-75-sample-letters/

 

Send the letters Recorded.

 

 

 

 

Always forget the important things.

Washer bought October 2010 for £369.99

3 year Comet Service plan £169.99

Never again.

 

Got call from manager at the local Comet store this afternoon.

He says he is also contacting head office, seems genuinely concerned, a people person.

[villageidiot]

Hi guys, sorry I've not been back sooner but laptop screen went kaput and the power transformer also give up the ghost.

All repaired and replaced by local village computer shop and very reasonable but thats another story.

To continue the story,

Last thursday 09/08/12 the local comet manager rang to say that our email to head office had done the trick

and he had been told to offer us a new replacement asap. As we were going away for the weekend we arranged

to visit the shop on monday 13/08/12. On the saturday 11/08/12 we got a letter from head office confirming

what the local manager had told us.

We attended the shop on the monday afternoon and after speaking to the manager was taken by a sales

person to pick our new washing machine. Of the two machines we preferred the hotpoint could be delivered

on the thursday 16/08/12 and the beko on the sunday 19/08/12. We went for the hotpoint but by the time

we got downstairs to the sales counter it had been sold and the next delivery of that model would be tuesday

21/08/12. Our lass was fuming, the new sales assistant didn't know what to say except sorry.

We are now expecting the beko to be delivered on sunday morning.

There was a difference in price which has been refunded and a new 3 year service plan put into operation.

I will hopefully be able to tell you all is well next monday at which time I will email comet head office

with an expense sheet of costs incurred by this calamity.

[rebel11]

Hi village

 

Thanks for the update. Please do provide a further update.

[villageidiot]

The comedy script continues.

About an hour ago I got a call from "the repair centre" (not comet run) saying that they had the part

and an engineer would call tomorrow.

After I picked myself up off the floor I spent 10 minutes explaining what had happened over the last

five weeks culminating in a new washing machine.

The lady at the other end told me that the repair was still live on their system but would cancel the

visit tomorrow.

She rang back shortly after having spoken to "comet repairs" and they know nothing of a new machine

being authorised. She will leave the repair open and ring next week to see if all is well at this end.

Sunday morning is going to be very interesting. Shall pay the local store a visit tomorrow to make

sure all is in place for a happy ending.

[villageidiot]

The new Beko washing machine arrived as arranged this morning, sunday, at about 10am.

The old hotpoint was taken away and a word of warning now,

the driver told me that they were only authorised to take away items providing the manual

was given aswell, interesting eh?

The new Beko is now on its third wash and my other half seems delighted.

Will let you know what happens with my contact with the "repair centre", head office and

the local comet store.

Many thanks to rebel11