Consumer rights - Comet

[Jan Wan]

Has someone any advice for me please.
I bought a proline freezer from Comet last Monday. Left it upright for 4 days until I bought food to put in. Plugged it in for 24 hours, bought the food fresh and frozen, put it in the freezer and low and behold only half the food has frozen.
Rang Comet who say they will have to send out an engineer to look at it who can't come until next Saturday, granted they said they will reimburse me for the food but I dont want an engineer "to fix it" - I want a brand new one as I havent used it, its not like I have had it for 6 months, Ive had it for less than a week.
I do want to stand my ground here and insist on them giving me a new one. Am I right in this please?
Many thanks.

[wino]

hi Jan Wan

I think that they have the right to try and repair it first. I would consider yourself lucky they are going to reimburse you for the food instead of making you claim off your insurance.

I had a brand new washing machine that wouldn't work. I had to wait a week for an engineer to call out. He said the electrics were not connected properly. It wasn't wired up to start and the wires to the door to keep it shut during use wasn't connected so the door could of been opened at any time and hot water could of scolded someone. He also found loose live wires.

He connected it all up then gave the whole machine a thougher inspection to make sure it was safe. I told him I was going to complain and ask for a new machine. He advised me to keep this one as I now knew it was safe and connected properly. If I got a new one I could not be certain it would have similar problems.

I decided he was right so kept the machine but sent a letter of complaint in with the job call out number included so that comet could check the problems.

[Jan Wan]

Hi Wino

Thanks for your reply. I will see what the engineer says. I dont want to be fobbed off though (well neither do any of us)...funny thing is though I actually wrote a letter to the store complementing them on their sales staff, a little moral never hurt anyone, and this goes and happens...

Jan Wan

[Bookworm]

You could:

a) reject the goods under SOGA and get a replacement/refund.
b) let the engineer have a look, which does NOT mean that you accept the goods, you would still be able to reject if you're not happy with his response (say if he says that he'll have to order the parts and that will take x amount of time). I would write to them making that very clear straight off so there can be no possible "confusion" from them at a later stage should you decide you want the stuff taken away and your money back or a replacement.

[MARTIN3030]

Post moved here.Keep us updated.

[Jan Wan]

Hi all

Thought I would let you know that the Comet engineer came out today. I was expecting the worst i.e will have to send off for a part etc but it couldnt have gone any better. After I had told him what the problem was straight away he said that he will arrange for a replacement. Filled in his form, made a phone call. Gave me a reference number to call the shop where I bought it from and they will come and pick up the old one and bring the new one, and he gave me a claim form for the food which need reimbursing! So things couldnt have gone any better.

Many thanks to you who replied.
Jan Wan

[Bookworm]

Well done!!! It must be a great relief.