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Hello All,
I bought an LG Plasma television from Comet on the 20/04/07 and purchased a 4 year extended warranty.I called Comet Service Waltham Cross on 07/09/08 regarding a fault to the plasma tv. I had a visit on 10/09/08 by an engineer and he rescheduled another visit for 19/10/08 with a part that would fix the problem. The engineer replaced this part and the tv was ok for a day or two when the fault returned. I have since had two more visits from an engineer without the tv being repaired and various parts being replaced then when the fault was not resolved taken back out and the original part replaced.The last scheduled visit on 01/12/08 had my wife book a holiday day from work and the engineer did not turn up without even the courtesy of a phone call to cancel. My wife phoned to complain and was basically called a liar. Even though we have the booking sheet at home stating the date for the return visit on 01/12/08.He stated that he needed a power supply to fix the TV.A Comet engineer arrived on 14/12/2008 with the wrong part and said he would have to order a new part.I phoned complaints again and asked what was going to happen now and was told I would have to wait for the part. I asked to esculate to a higher manager and was told to go to Trading Standards.Phoned back to ask what was happening with this part and asked them to make sure they do not re order the same wrong part.I was assured they would chase this up and make sure this would not happen again.
22/12/2008 : Received a phone call saying a Comet engineer could come with the new part on 24/12/2008 and fit it.Received a call on on 24/12/2008 from the engineer telling me he would not arrive today as the part is incorrect yet again.
How long can this go on for????
Any help/advice would be much appreciated as I do not really know what to do from this point.The law says a reasonable time to repair but what is a reasonable time?
comet lakeside i know the store well,even though its in the warranty period you can still ask the store to to take the matter up on your behalf ask to speak to a sales manager best time would be to go in and when its quiet dont come across aggressive just be polite and firm and request to speak to him/her you,ll first get told that it has nothing to do with the store but any self respecting manager will take up the matter for you, the reason i say go in when its quiet is because the sales manager has to run the shopfloor and when its busy i can assure you they are doing the work load of a fair few staff as there have been a fair few cutbacks certainly around security,deputy managers...there will be no point quoating sales of goods act etc.. because i can assure you the staff on the helpdesk are not clued up on it.... if you have no luck with the manager then ask to see the store manager you will probably be fobbed off and told he/she isnt there but they certainly will be if he/she isnt then ask when they will be? if you still have no joy with the store manager then you need to call customer services and ask for the directors office the staff in there are absolutely commited to resolving issues, but the main thing to stress to them is that you have been reasonable and polite and have exhausted every avenue?
What is the role of the directors office?
well they are the final point of contact in resolving issues, they read your email letter etc? then they start contacting the relevent departments and really start pushing for a resolution, they send of an email to the relevent department and will expect an answer back within 4hours this is called the "4hour response" if an answer is not received then it passed onto the area manager or which ever manager is the most senior, then they will contact you but you must leave a contact number but i cannot stress how important it is to remain polite and courteous at all time it really does work in your favour.
If anybody is having any issues with the following comet stores please get in touch and will i try and help
Hello SAM1977,
I will go in to the store,I work nearby so will pop in on the Dec 29th 19:00hrs after work.I have a letter written ready for recorded delivery which is polite and to the point about legal stuff (thanks to this site).Do I hold onto this before I go to store or do I post it now?
I have been told by phone that I have gone as far as possible,is the directors office another secret level ?
My story as this went on were :
1. Telly not working - Oh no is it a year old? do we have warranty?
2. It is over a year - Hurray we have an extended warranty
3. Someones coming to fix it hurray
4. Someones coming to fix it hurray
5. Someones coming to fix it
6. Didnt fix it again
7. Stayed on the phone for hours
8. Didnt fix it again
9. Wrong part
10. Stayed on the phone for hours
11. Wrong part again
12. Stayed on the phone for hours
13. Apathy,dont care no more about tv's I have become a master of patience. (the card type)
i would hold onto it and speak to the manager first if you dont get a satisfactory answer then post it make sure you post it to the head office in hull, that way when they recieve the letter and then contact the store they will already know youve been into them to try and resolve it and it has not helped, the directors office is for serious complaints but to be honest i have seen some really trivial matters being esculated to them and they are really there to resolve issues quickly.
Had a phone call today from Comet service centre.They are picking the tv up on Sunday 4th Jan to take to there workshop.Didnt make it to Comet lakeside as I have been ill.I am not sure how long I will have to wait for the repair or a decision on whether it is economically viable to repair. In my view this has gone beyond a reasonable time to repair.How long shall I wait before going down the legal route????
Hi Mark you need to speak to the escualtions department in Hull. What I first recommend you do is call comet, as soon as you speak to an advisor request a supervisor. When you get one request to either speak to a right now coach or logg this with a right now coach, they are the 4 hour responce. Remember do not attact the supervisors they can attempt to esculate this for you. This can then go to a service centre manger or be esculated to head office investigations. You are right it has taken 308 more than 28 days now to obtain the part orderd over 28 days ago therefore they need to act. Let me know if this helps, also i would be intrested in your job number/ numbers so I can take a look for you
. Thanks Secret
I posted the recorded delivery letter of complaint the day after collection of my TV.The template for this letter was sourced from this site,I just placed my relative data into it.2 days later and I have been offered a replacement TV upto the value of £800 (original tv was £799).This is being delivered on 15th Jan 2009.Thx for everyones help and support here,it is much appreciated,
Comet LG 42" plasma faulty
day from work and the engineer did not turn up without even the courtesy of a phone call
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