Aftersales service - repaired laptop not received back

[MK Chris]

Hi

 

I wonder if some kind soul can provide me with some advice...

 

Comet and their awful delivery company,

DPD have been messing me around something chronic over the last few days

- I sent my wife's laptop back to be fixed under the accidental damage extended warranty that I purchased with it.

 

They have apparently now fixed it and are sending it back.

 

It should have been delivered to my work address on Friday, but they attempted instead to deliver it to my home address (I don't know if this is DPD's fault or Comet's).

 

They attempted to redeliver yesterday to my work address, but when the driver couldn't find the address, he turned round and went back, rather than ringing me to find out where it is.

 

I only found this out at 5.40 yesterday (as I had no way of ringing whilst at work), about 10 minutes after DPD closed, so Comet had no way of contacting them until this morning.

 

This morning, I asked them to ensure it was delivered today, to which the answer was "we will try, but we are not DPD, we can only request it"

(err - who is the delivery company's customer?!).

 

Fast forward from this morning to just now, when I rang to chase the situation and the conversation goes like this:

 

Him: "I've spoken to my colleague Phil, who you spoke to this morning and he emailed them and is waiting for an answer back."

Me: "Can you chase it please?"

Him: "That's what I've just done by speaking to my colleague."

Me: "No, please can you chase the courier company."

Him: "No, I'm afraid we need to wait for the message back from them to see what the information is."

Me: "What if there is no message back?"

Him: "Well there should be."

Me: "So there's no way of chasing your supplier for information that you've requested?"

Him: "I'm afraid not, no."

 

Please can someone advise me: what's the best way to fast track this complaint? My wife needs the laptop back to write essays, as she is a student nurse.

 

Many thanks

 

 

Chris

[Guest Comet Ltd]

Hello,

 

I am sorry to read of the issues you have mentioned regarding your wife's laptop.

 

I can look into this for you and update you on the situation, however I would require some details. Therefore could you please supply me with your job/reference number. Upon receipt of this information I can assure you my prompt attention on the matter.

 

Again I do sincerely apologise for any inconvenience that may have been caused.

 

Many Thanks

 

Matt

[MK Chris]

Hello - I don't have the facility to PM you, as I only have one post - assuming you are the same Matt who tweeted me from the @comethelp account, please confirm you received my Twitter DM (from @MKChris)?

[Guest Comet Ltd]

Hi,

 

yes I can confirm that we have received your twitter DM and we have replied to it.

 

Many Thanks

 

Matt

[ims21]

MK Chris

 

I have unapproved three posts in this thread for the time being. Please exercise caution until we have verified whether this is Comet or not.

[GorgieBoy]

MK Chris

 

I have unapproved three posts in this thread for the time being. Please exercise caution until we have verified whether this is Comet or not.

 

I thought I was seeing things for a moment COMET responding to a Thread on CAG !

 

Yes indeed Veriification required ims , I hope Matt is , should be kept quite busy with a lot of catching up to do .

[dx100uk]

 

dx

[MARTIN3030]

Account verified.

Welcome to the site Matt.

As you no doubt have seen,our members complaints about Comet are substantial,and the biggest complaint of all,is Comet's unwillingness to resolve complaints or even respond to them.

You have your work cut out here then in convincing our members that Comet cares about its customers.

Lets hope this can be the beginning of change to those experiences.