If you paid for it with a credit card then they are responsible as well as Comet so ask for a refund from your credit card. The other option is to write to Comet plainly stating that you are rejecting the machine as it is unfit for purpose under the SOGA and that they must collect it within a certain time frame. If they don't then charge them storage for it.

 

Do not go down the route of accepting repairs. This can lead to all sorts of problems later if something else goes wrong. They will claim that you accepted it with it's problems etc. You want your money and nothing else so you can go to a better retailer like John Lewis who will price match and have a better reputation if things do go wrong. Their own brand washing machines are rated highly.

 

The CEO of Comet is Bob Darke. His email address is: [email protected]. The head office is in Hull. Tel 01482 592000.

 

Don't be afraid to say that you will sue them in the small claims court. Unfortunately Comet is one company doesn't respond until this point is reached. You can sue without leaving your computer. Check out

http://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange.

Just a correction on the email address for Bob Darke it is ,

[email protected]

Which will arrive at the Directors Office they usually respond within 48hours

Hi daj ,

" soon will be extinct " by that they probably mean themselves , never mind scart sockets !

Not sure where you go from here it does seem they are not going to budge from their offer .

What was the Model of your Tv that was written off ?

I am sure for £530.00 there must be some Tv they have that will be suitable with Scarts and VGA input .

That said did you ask the question with regards to the T&C where your policy is now only worth £530.00 where the original policy taken out was based on goods which cost £700.00.

Is depreciation mentioned in the Policy as this is what they seem to be taking into account here ?

I am sure rebel can advise you further on your ongoing problem .

Hi daj ,

As far as I was aware the replacement product must have at LEAST the minimum Specification of the original product as per the T&C of Total Product Warranty.

However COMET will now move every goal post the can in their favour .

The Site Team Guys can advise you further with regards to this issue but the email address you require is ,

[email protected]

This is the contact email address to the Directors Office

Let them know the problem and keep us informed here on CAG .

Good Luck ,

" it's at the stores perogative"

 

This means that the Retail store can if the wish replace or refund , but as has been said before here on CAG in the first instance in most cases now they refuse to replace or refund anything once a sale has been carried out .

 

Yours as in many others who have posted here on CAG once the money is in the till so to speak !

 

They are a Law unto themselves it would seem but they do excel especially now in driving customers elswhere with their take on Customer Service I am afraid to say .

Enough said !

" it's at the stores perogative"

This means that the Retail store can if the wish replace or refund , but as has been said before here on CAG in the first instance in most cases now they refuse to replace or refund anything once a sale has been carried out .

Yours as in many others who have posted here on CAG once the money is in the till so to speak !

They are a Law unto themselves it would seem but they do excel especially now in driving customers elswhere with their take on Customer Service I am afraid to say .

Hi Nick ,

Welcome to CAG , and welcome to the "Real World of COMET SERVICE "

I am sure the Site Team Guys will advise you regarding this appalling Service .

Last week I had to return a faulty Apple iphone to the Vodafone Shop which was 7 days old , within 10 minutes I had a new replacement iphone and I was a very happy customer .

Had I purchased this from COMET I would be in the same position as yourself how they can get away with this attitude to customers and this level of Service which is Nil is beyond me .

Hi rebel ,

Yes you are correct in what you say , Interesting link and a step in the right direction .

Yes COMET are the bad example of where everything is geared to profit and " Customer Care " is an after thought , especially now as they have culled the majority of their " After Sales Service " Staff in the last year but still promise Customers the earth at the point of Sale .

Hi pick

 

Have a read of 12 and 13 in my signature, you will probably need a engineers report, but the monies for the report should be refunded. You should deal directly with Comets.

 

For up to six years after purchase (five years from discovery in Scotland) purchasers can demand damages (which a court would equate to the cost of a repair or replacement).

 

In general, the onus is on all purchasers to prove the goods did not conform to contract (e.g. was inherently faulty) and should have reasonably lasted until this point in time (i.e. perishable goods do not last for six years).

 

After six months and until the end of the six years, it is for the consumer to prove the lack of conformity.

 

It is the seller, not the manufacturer, who is responsible if goods do not conform to contract.

Hi rebel ,

You are 100% correct , the problem is COMET still do not adhere to these Laws in many cases and drag customers along for Months on end when a customer seeks redress .

I think in many cases the customers just give in and eventually purchase a new product elswhere rather than try to break down the barriers COMET erect .

especially when the product is for example a Washing Machine or Fridge Freezer as custmers need these appliances working and to sit for months with them not working while they seek redress fom COMET is not at all feasible .

As you know there are many still unresolved threads here on CAG where customers have got nowhere even though they have the weight of the law behind them .

This is not right and much more is needing done to protect consumers .

In picks case he himself states that he is in current contact with TOSHIBA and they are being of more help than COMET when all the while it should be the other way round as COMET is the Retailer as you correctly state .

Even in picks case they seemingly have once more passed the buck and have the

"not our problem" attitude " even though COMET themselves have replaced the product 3 times in just over a year .

That said I am still convinced a Firmware Upgrade may be required to the PVR in question but that is not the point here at all .

Comet Retail Stores can at their discretion authorise an exchange or refund on a product that faults as in this case Under 28days .

The simple fact is they do not want to and are under pressure from those above not to replace refund or exchange anything once sold .

With regards to the qualified Engineer Inspection where are these guys ? as the last I heard the remaining few Skilled Engineers they have left are actually doing their last shift tomorrow Friday 27 July .

The only place they have left is at Skelmsdale which is not overflowing by any means with Skilled Engineers .

This Tv in question has not even got backup from the Manufacturer I would assume as it is a JVC in name only and is a COMET own Brand as such.

I am sure the site team guys can add weight to this and would agree that in this particular case a refund or exchange should have been offered in the first instance when khun returned the faulty 12 day old Tv to the Retail Store it would not be rocket science for a staff member to confirm an actual fault with the Tv and that the Product has not been accidently damaged in some way which could have resulted in a fault also .

Hi sprag ,

Yes indeed these threads used to be monitored by "Comet Response" and in many cases they could be very helpful in resolving customers issues.

Probably they also , along with yourself and most of the COMET Service Engineers have now all been made redundant as well unfortunately .

Hi sprag ,

The Tv purchased by khun was 12 Days old when it failed well within "Under 28 Days " old when he returned the product to the Retail Store as faulty .

If you worked for COMET you will know that this could and should have been dealt with by the Retail Store in the first instance as the Store could have confirmed the Tv was indeed faulty and dealt with the issue accordingly which they have NOT done , they have just passed the buck .

And Yes we all know that COMET is in a bad way , but this approach in dealing with a customer is shocking , once again another example of the money is in the till we are not interested !

And Yes New "Under 6 months old" we are not talking about here the Tv failed after 12 days and was returned to the Retail Store and the Service khun has received is appalling.

Hi khun ,

Welcome to the real world of "COMET Service" an absolute disgrace !

To be treated like that by the Retail Store regarding a Product bought in good faith that fails after 12 Days is not on .

Given the fact you have returned the faulty Tv to the Retail Store and they are not interested in resolving the problem by offering an Exchange or Refund is shocking this should have been resolved immediately and to be fobbed off like this is unbelievable .

Send an email straight away to the Directors Office ,

[email protected]

State the facts and the attitude of the members of staff when you returned the faulty Tv to the Retail Store , they are at the ham here and they know it .

Hopefully if you get an Engineer visit today you will be offered an exchange or refund anything other is totally unacceptable if the Tv is faulty .

(This could and should have been confirmed instore in the first instance and the problem resolved to your satisfaction )

Hi pick ,

What is the Model Number of your PVR and the fault ? .

If you are now on your fourth unit with the same fault it may be a Firmware Upgrade that is required .

Have you tried phoning TOSHIBA Customer Services with regards to the fault they can be very helpful .

I know this is not the response you are looking for either as you are wanting COMET to do something positive but I would not hold my breath for them to be of any help and yes it is the usual fob off from them .

Hi ocdc ,

Email the directors Office ,

[email protected]

They should respond within 24hours and at least give you a definate answer with regards to your ongoing issue.

Quote the Job number and time scale , all in all not good is it not even any update from them or anything some 28 days down the road .

Hi

Sorry I am new on this site and didn't know I had to have a degree to help very sorry for trying to help.

Lou

Hi Louise ,

Your input is most apprieciated and you most certainly do not have to have a degree of any sort to offer your advice .

Unfortunately COMET can be very difficult to deal with when things go wrong as you will note from the numerous threads here on CAG .

You are correct in what you say but COMET do tend to think they are a law unto themselves sometimes ,with regards to the many complaints they receive here on CAG regarding faulty goods no matter how old they may be .

Other Retailers may operate differently as far as faulty goods go but COMET can be very stubborn in their ways once the money is in the till they do not want to exchange or refund anything unless they absolutely have to one way or another.

As ims stated he himself had issues regarding faulty goods but was successful in getting complete satisfaction as he took the correct route , other Customers are not so successful because COMET erect so may barriers .

Therefore any advice that can help is most welcome in any form .

Hi Pavi ,

Good post ,

Yes that is how it is when dealing with COMET if it was as simple as Louise thinks the need for this section on CAG would not exist .

There are hundreds of posts regarding COMET here on CAG many of them horror stories lasting many months . If any help can be offered by the Site Team or others so much the better many Posters have eventually got some kind of redress but this has often taken many months.

Just to add I am not the OP on this thread it is Richard I was just offering some advice .

Good luck with your Court Case please let us know how you get on as this will be of benefit to others with similar issues.

Hi

Write to there head office explaining whats gone on and say the product is not fit for purpose and the store has proven that by sending a repair engineer,also state you are giving them 7 days to reply or you will be seeking legal advise,also say you don't want exchange you want a full refund.Hope this Helps.

 

Louise

Yes Indeed Louise , If only things were that simple but it is COMET we are talking about here .

Hi Richard ,

Once again another shocking example of COMETs extremely poor "After Sales Service" when goods go wrong .

It is also worth sending an email to their Directors Office ,

[email protected]

Outlining everything that has NOT happened with regards to getting your 3 month old appliance replaced or repaired ,

which has not worked correctly since day one .

The 10p a minute phone racket is another money spinner for them no wonder customers get sent round in circles for hours when trying to get issues resolved .

Good luck and keep us informed .

Hi Scone ,

Best starting a new thread with regards to your issues as this thread is still ongoing with regards to davey.

Just to add one of the reasons Windows was not Re-Installed by COMET

http://www.pcadvisor.co.uk/news/tech-industry/3328039/comet-sued-by-microsoft-for-selling-counterfeit-recovery-discs/

This would apply to any WINDOWS operating System.

Looks like the Local Free AD paper Geoff , someone should get a good buy .

Remember to take the Tape Measure the next time

Yes indeed CCM slightly tongue in cheek about the Drivers this refers to the FACT that COMET are in the process of making ALL their Skilled Field Service Engineers for both Brown and White Goods redundant throughout the UK in the coming months .

They have not repaired Laptops or Pc`s inhouse for nearly 2 years they also made these guys redundant .

Just like they have no Local Service Centres left either as they made all these guys redundant.

Soon they will only have one Service Hub left based in Skelmsdale (They did have 2) much of a muchness as DSG did exactly the same a couple of years ago .

So you think people pay to have someone come to their home to inspect the item? I know that's not true of Currys/PCW. From the correspondence that Comet has sent, it looks to be that they want to take it away. So I doubt it's true for them either.

 

I agree regarding the reasonable time stuff etc but for that you need an engineers report to show the nature of the fault to estabish whether it's reasonable or not.

Sorry CCM ,

I do not understand your last post as it is totally gobbledygook I hope the site team guys respond as required .

"I Know that it is not true of Currys/PCWORLD" ! (as long as the customer pays £95.00 up front)

Correct ,

It also states that goods such as what we are discussing "should last a reasonable length of time" .

Which is outwith goods that are inherently faulty .

We both know a product can become faulty without it having an inherent fault .

A Retailer wanting £95.00 up front to inspect a product that is 8 weeks out of warranty is in my opinion out of order .

Their Delivery Installer drivers are now also doubling up as their in house engineers just to add , with both of them .

What Law is that please ?

So what you are saying any Tv or white Goods Appliance that breaks down after the initial Warranty period of 12 months expires the Retailer has the right to Charge nearly £100.00 up front to inspect the product and unless the Product has an inherent manufacturing fault the customer has no case for redress.

So therefore the customer is liable to pay for any costs of repairs .

The Courts decide on the time scale if the issue is taken to court and I think most courts would agree that a Tv or other Appliance costing for example £500.00

would be expected to last for more that 12 months before a customer would be expected to fork out hundreds of pounds for a repair if a major component fails.

These retailers have the authority to offer FOC inspections and FOC repairs dependent on individual cases but as we find more and more once the money is in the till they are not interested unless they are pushed really hard .

This is where CAG helps many of these customers to get some kind of redress when things go wrong and points them in the right direction where possible.

Hi un ,

 

Always best to put in writing also with regards to your email sent.

 

COMET may respond by offering a FOC inspection but it is the norm to charge a fee in the first instance .

 

With regards to the product being tested by COMET before the sale that would not happen and never will .

 

Your JVC tv is nothing JVC only the logo on the front is . It was made for KESA (ex COMET parent company) by VESTEL hence the reason JVC is not interested.

 

As you do not wish to pay for an indepedent report or for a normal chargable inspection to be carried out by COMET (quite often refunded ) dependent on the nature of the fault the process could be long and drawn out with regards to your faulty Tv.

 

Hopefully COMET will offer a FOC inspection and your issue can be resolved quickly , good luck and please keep us informed of what happens next .

 

(I think the salesman stating a Tv should last 25 years is being rather optimistic he might have been on an extreme commission drive that day )

I am sure many Independents are familiar with the VESTEL Chassis as used in this Model with regards to a report .

That said it looks like Lucy will have to pay something to somebody for any further progress regarding her Faulty Tv .

Have a read at these posts regarding a faulty 14 month old Tv from CURRYS to see how bad it is when dealing with another Big Boy of Retailing .

http://www.consumeractiongroup.co.uk/forum/showthread.php?347581-Not-sure-where-i-stand-on-TV-return-repair