Comet after sales service.

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AllanP · Joined: 17 Jan 2008 Posts: 488 Location: Central Scotland.

Last Tuesday 20th January I decided to go digital and buy a TV with built in freeview from Comet after much deliberation on-line etc.
I settled on a 37" version which I duly selected and paid for (cash) and then duly transported it home that same day.
I only today Tuesday 27th January have had installed an up to date digital aerial and hoped then to enjoy all the new offerings promised.
Imagine my dismay when all I was presented with was a black screen!
I duly repackaged said TV and took it back to Comet ( Falkirk ) fully expecting an easy exchange given it was obviously a faulty set. But No!

After trying to be polite to the manager there, I quickly found out that he was unwilling to reach any sort of compromise with me.
Not only was he unwilling to try but he was unwilling to listen, only stating "Company Policy" that he couldn't give an exchange or refund but only advocate a repair.
I therefore asked him for a higher being other than himself that I could speak to. He reluctantly gave me a number of his head office in Hull.
I was getting angry by this time.
I then quite reasonably asked him if I could use his shop phone which he refused point blank.
I then had to return 12 miles home where I could phone.
So much for customer after sales service.
It is not by any stretch of the imagination to understand why hand guns are banned in the British Isles!!

I have since then tried to contact Comet on-line to register a complaint without success, but have phoned Customer services in Hull, not only to register my displeasure with his attitude , but to try to get my set repaired.

Surely there has to be a law against the sale of faulty goods?

Oh yes! The manager of the Falkirk Comet store was named Alan, a surly character if ever there was one. My name is Allan with two ll's you notice, who is far nicer a person overall.
COMET SUCKS!
Are there any other's like this?
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BoB · Posted: Tue Jan 27, 2009 10:32 pm Post subject:

I have had no problems with Comet at all.
They usually are very helpful and go out of their way to help.

Do not accept a reair, it should have worked when you took it out of the box. Once you accept a repair it is harder to get then to exchange it as you have accepted a repair.

Take it back and hit him with the sale of goods act and if that gets you no where tell him you are going to the press.

Comet - Contact us
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Guest · Posted: Tue Jan 27, 2009 10:34 pm Post subject:

I had the same experience about 30 years ago! I demanded a refund and the manager said he didn't have the money in the store! I left and came back about ten minutes later.."Have you got the money yet?"

"No."
"Fine"

Two blokes came in an started to ask him if the company was going bust! He panicked! He shit himself when I told him, the two blokes were from the Daily Record/Sunday Mail!!

I got my refund!

BoB · Posted: Tue Jan 27, 2009 10:37 pm Post subject:

Its amazing what a reporter can do

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Lord Blackadder · Joined: 05 Dec 2008 Posts: 2953

Comet has a very strict Customer Service policy ... it's only when you deal with regional managers you get the surly bastards like this Alan creature.

You should not bother with these monkeys. Go straight to the organ-grinder at Head Office and tell them it's in the hands of your solicitor if you don't get immediate satisfaction and/or a refund!

The butler tells me Comet is not what it used to be. The latest TV (the 72" flat screen) came from Richer Sounds in Edinburgh with a 5 year warranty. Richer Sounds don't bother with repairs ... they replace as new!!!

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AllanP · Joined: 17 Jan 2008 Posts: 488 Location: Central Scotland.

After all your helpful suggestions, I have now not only printed out a few copies of the sale of goods act 1979 and contacted head office to complain about my shoddy treatment, but have also informed them that after a visit from the repair man I am going to take this Cometwide problem much, much further.
My first step though is to write a letter to the managing director of Comet to see what steps he/she makes before further action is taken by myself.

Then, I will take great pleasure in showing this Alan shop manager creature a copy of the said act and inform him I will be contacting our local paper the Falkirk Herald unless he sends me a written apology first.

Part of me is hoping that a repair is impossible, although it will obviously make me happy if only a small repair is needed.
At this moment I'm watching TV on a 14" portable using binoculars.

That possible small repair will not sway me from the fact that many people I've met, not only through my charity work, but family members and friends, and hearing many horror stories about after sales non-service that I will discard making this an obligation of mine to try to ensure that Comet will reverse their disgraceful policy to customers, not only in Falkirk, but Nationwide.

I will keep you all informed in any progress I make.

Good and great boarders...I thank you all.
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AllanP · Joined: 17 Jan 2008 Posts: 488 Location: Central Scotland.

I have had a new digi TV delivered today direct from the supply depot and it is now up and running perfectly.

I will post my letter of complaint to the managing director of Comet tomorrow, along with a statement to him that if I don't hear from him or indeed receive a letter of apology from the Comet Falkirk manager in three weeks time, I will release the contents of my sent letter to the Falkirk Herald at my own expense if need be.
I am looking forward to both answering.
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Guest · Posted: Sun Feb 01, 2009 9:41 pm Post subject:

Way to go Allan!

AllanP · Joined: 17 Jan 2008 Posts: 488 Location: Central Scotland.

Sindygirl · Joined: 15 Feb 2008 Posts: 74

I am pleased to see you got a result, but I would have held out for as full refund. Whats going to happen if it breaks down again.?
I think the local T standards would back you up on this. any more probs go to them.

I do go into that branch of comet, and will not buy from them, after your trouble.

I always buy major items from j lewis, for this reason.

Lord Blackadder · Joined: 05 Dec 2008 Posts: 2953

Like I said before ... sod Comet!

It's worth it to go into Edinburgh and go to Richer Sounds in Chambers Street and be treated like a human being! And their service is the best I have ever encountered outside of the United States, where grovelling to the customer is an art-form!

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AllanP · Joined: 17 Jan 2008 Posts: 488 Location: Central Scotland.

I take on board everything everybody has said or recommended.

I am now seeing another side of big chain stores ignoring the buying public and understand why shoppers are going elsewhere where they are much more better valued as customers.
Comet after sales service is not very good to say the least.

I will now write off again to head office with a link to this thread so they will be able to read all your comments.
I don't expect though, that they will bother to look in, never mind post a reply.
Keep looking in. You never know.
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BoB · Posted: Mon Feb 16, 2009 10:29 pm Post subject:

I'll bet they do look in.

Lord Blackadder · Joined: 05 Dec 2008 Posts: 2953

I HOPE they do. I shall have a few choice words for them if they'd like to comment ...

Come to Comet?? I'd rather vomit!!!

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Xcotty · Admin Joined: 14 Jul 2008 Posts: 1377 Location: Highlands

Lord Blackadder · Joined: 05 Dec 2008 Posts: 2953

I'm naturally gifted!

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