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 )

Hi pinwin , Glad you finally got your replacement washer , certainly a very long week you had to wait 14th Feb till 28th March ! Ongoing since since the middle of January very poor Customer Service all round but you got there in the end well done . Site Team should now mark this ***** Resolved ***** (At long Last)

Hi nerver , I may have misread your post with regards to your faulty Tv . " Anyway i went with the Comet engineer and they took the £69 pound from my bank, but afterwards i though why should i pay them any money i have no confidence in them, so i phoned up and cancelled the engineer visit " I would still suggest COMET would wish to examine the Tv as they are the Retailer that sold you the product . Have they not even offered a FOC inspection yet ?

Hi nerver , The normal procedure with this kind of issue with regards to a 16 month Tv would be for COMET they being the retailer that sold you the product to establish the exact nature of the fault with your Tv therefore the £69.00 inspection fee would be the norm (in many cases this may be refunded ) As your independent report states the LCD panel developed a fault , " and it clearly states a manafacturing issue through a faulty screen or a poorly fitted screen" This is rather vague as it is nearly impossible to prove a manufacturing issue with a 16 month old screen and SAMSUNG will never admit to that. The poorly fitted bit I do not understand . However faults with LCD screens are one the most common issues that happen and come in all shapes and form regarding various faults and can happen at any given time . Under COMETS own service procedure as your Tv is only 16 month old a new screen if found to be at fault after inspection by them would be fitted F.O.C and in many cases the inspection fee refunded as the screen is a major component which has failed . The issue now seems a bit of a test case as such COMET have not examined the product with regards to the fault and have not been given the chance to offer any solution to your satisfaction. An independent report is a great tool when in dispute with a retailer regarding this kind of issue but in this case it has not got that far . I will be very interested in the outcome here as you are heading to the courts armed with an independent report and nothing from COMET if the court comes out in favour with regards to your claim it certainly would change things forever , but something to your satisfaction may happen before then as the wheels are now rolling . " Comet Response " used to look in here on CAG and in many cases could be quite helpfull but they have gone missing as of late .

Hi tanya , It is good that they have replied but if there is no stock not much the Directors Office can do apart from offering you perhaps a different Model of Tv or even a more expensive model and they absorb the cost for all your inconvenience suffered it is worth suggesting that to them . Personally I would still be looking out the 3D Glasses..................

I never mentioned that rebel I did not want to upset tanya too much , things are bad enough just now for her . That would be for another day !

Hi tanya , Not good at all , you still have not received your Tv as they have no stock so therefore no cast iron delivery date despite their excuses they have your £999.00. You have been kept waiting despite many failed promises for over a month and as yet still no sign of the goods you paid for in good faith . Personally I would be digging out the 3 D glasses and returning to the store TODAY to demand a full refund . Probably no chance of any compensation for all your troubles I would put it down to a shocking customer experience and shop elsewhere for your Tv. Your kind of issue regarding monies paid up front and still no sign of the goods after a month is usually with regards to purchases made from Online Companies . It would seem it is now spreading to one of our better known Retail Park Retailers unfortunately .

Site Team any advice regarding this thread ? This is now common place it would seem and getting worse !

Hi lil , COMET SERVICE are going into meltdown at this moment regarding this kind of customer issue things are not good at all . I am sure the Site Team guys will advise your best options . Just to add is there not a time scale clause mentioned in your policy regarding a repair, replacement or write off to your Tv ? , during which COMET must do something to your satisfaction , surely 10 weeks or more is not on .

Hi dol , If the person you spoke to was an " Engineers Manager " they are well aware of the process regarding the inspection fee .

Nice one juss well done , The final question would be how could they not have done all that in the first place ? It would seem the first Manager and the second Manager are both working in opposite directions . Had you dealt with the second Manager in the first instance your post would never have ended here on CAG . The plus side also much information has been posted to help any future customers resolve any similar problem with regards to returning new faulty goods to COMET and why it can so difficult . " Comet Response " still monitor these threads although their silence is deafening at times , things may have been going on in the background to get your problem sorted ASAP but that we will never know . Great result well done .

Totally agree Conniff it certainly will not get any better . Although they have started to sweep clean starting with their Skilled Service Engineers and a major call centre in Hull . Just to quote edwinchucks post in another thread , " John Clare, formerly of DSG, is now top-dog at Comet, at least for the time being. It is rumoured that Comet is going to be wound down over the next 12 to 18 months in a 'controlled ruination'. The same Cerberus corporate demolition squad, which killed off Focus DIY, B&B, Northern Rock, the Derbyshire and Cheshire Building Societies and Woolworth plc, has been installed in Comet HQ (under the new guise of OpCapita. New name, same people). " Well if the rumour is true it would explain many things and the appalling customer service will get more appalling .

Hi M and welcome to CAG , Glad you made it here , YES correct nothing to do with COMET whatsoever but here to help and advise as best as possible . If you have plenty hours to spare you can read the many posts and threads here on CAG you are not alone regarding your COMET experience. The Site team guys will point you in the right direction and I no doubt will offer my tuppence worth as well . Just to add COMETs 450 field Service Engineers based in the UK are now working their notice as it would seem they are no longer required , will this improve COMETs customer service ?

Correct ims .

I will attempt to explain the procedure COMET are using here . Note this is THEIR procedure , whilst ignoring any other procedure. Every product COMET sells has a SKU number. Every SKU number has a SLA (Service level agreement) In jussieps case he purchased his product in good faith , the product failed after 20 days . He naturally returned to the retail store where he purchased the product with the view of getting a replacement or refund. The product was tested in the store and they confirmed it was faulty ( At this point the retail store could have offered a replacement or refund but have refused to do so ) Once again this is down to figures and statistics. The SLA for his been checked via the SKU by the retail store. (This could have said many things !) The SLA states after 48 hours Return to COMET Service (within 48 hours replace or refund for example ) Comet Service is now in one of two places if jussiep lives in Devon for example the product will be sent to Harlow North of London if jussiep lives in Aberdeen it will be sent to Skelmsdale (Near Liverpool sort of ) The length of time now could be anytime but not soon before it is examined by somene else at the Service Hub . This is where the whole process that should have been resolved in the first instance takes a remarkable twist as whenever the documentation is checked on the product via the retail store at the service hub it is soon noted the product is UNDER 28 days old so immediately this is an easy 2 minute process to authorise the customer the now famous SED Document number that has been mentioned on CAG before which will then result in the customer getting an exchange or refund all this can take much anytime after the first visit to the Store with a faulty product . The product will then be returned to the supplier for credit if this is not possible the product will be written off or end up elswhere in the COMET system . Just to add COMET may attempt to carry out a repair on the product and order parts but the procedure above only takes minutes to action so therefore the easiest and it is all to do with figures and statistics at these Service Hubs also. This explanation may help other customers who try to get COMET to replace things an insight into what is really going on and the reasons why it feels like your hitting your head against a brick wall. As I stated at the top of this post this is COMETs procedure whilst ignoring any other procedure. If this is the problem a customer faces when a product fails after 20 days what chance do they have after 20 months I must ask .

Fair comment .... s , With regards to fudging there is only one half doing that in this thread and it is NOT jussiep ! This issue should have been resolved immediately after the product was confirmed faulty by the Retail Store .

I think we are in danger of going of topic in this thread with regards to retailers testing products before selling them . It is one thing for the customer to ask for a similar type product as in this case to be tested at the point of sale which I am sure the customer could ask for. If a fault was found at this point a replacement would be offered immediately . The other scenario would involve a customer receiving an obviously previously opened box where the product had been removed for "testing" where in this case the customer would not want this product as the box had previously been opened and would suspect either this was a display model or a return from a previous customer. I am certain the retailer telling the customer the box had been "opened for testing" would not go down at all and the customer would probably refuse the item. Yes out the box products can be faulty but all products are tested and packaged in the factory before the retailer sells them . It would be totally impractical for every retailer to test every product before sale . This has never happened and never will . To go back to the original thread in this case the product failed after 20 days of use the Retail Store should have dealt with this right away after " testing it and confirming it to be faulty " but they have NOT. They have passed the buck which is totally unacceptable . I have stated before COMET do not want to replace ,exchange or refund anything once they have sold it if they can avoid doing so. Even in this case had the product been only 48 hours old they would still insist of " sending the product away for Testing " this is their usual opening gambit and is not on .

With regards to this particular thread COMET the retailer HAVE inspected this product and have confirmed the product is faulty !! This though it would seem is still not enough for them to give an immediate refund or exchange in COMETLAND The product is 20 days old and jussiep is still getting the runaround . As I have stated earlier follow the advice given by ims and rebel or we will be here for ever . And please no one say it must be inspected and confirmed faulty by a " Qualified Comet Engineer" before any further action can be carried out .

I would suggest an immediate replacement or refund should be the norm regarding the product in question in this thread , the product is 20 days old and has been confirmed as faulty by the retailer . The retailer does not want to refund or exchange at this moment in time either way they are ignoring SOGA. jussiep bought this product in good faith had a refund been offered in the first instance he either purchases another similar product from COMET or shops elsewhere. It is in the best interest of COMET to replace the product which results in a happy customer so therefore he may return and shop again. Unfortunately at this moment in time neither option is available and as a result another lost customer to be added to the list .

Hi jussiep , Follow the advice given by ims and rebel. I am afraid that due to the massive changes going on at COMET just now it seems that ignoring SOGA seems to be top of their list . YES the Retail Store could and should replace or refund but once again it comes down to figures and statistics as the Retail Store takes the hit for replacing your product so therefore any barriers they can put in place they will erect. Not good at all , that is one of the reasons COMET will not be on the go for much longer and their customer service is declining rapidly when many thought it could not get any worse.

More gobblygook , the Retail Store CAN confirm that the product is faulty which is not rocket science . (But they do not want to) As for qualified Engineers very soon a thing from the distant past with regards to COMET. The product is twenty days old and has failed the customer is entitled to an exchange or refund with immediate effect even in COMETLAND. Someone please tell them !

The best answer is probably NOT to buy any Electrical Appliances from COMET.

Hi Nasr , Once again this is shocking customer Service from COMET, ongoing since 21st of December and still not resolved . Sadly this seems to be a common state of affairs now . Is there not part of your extended warranty agreement which states if a fault cannot be resolved within a certain time your product will be written off or replaced , this is certainly worth looking at . I think the Site Team may be able to advise you the way to go regarding this now or even "COMET Response" if anyone is left to help customers. Good Luck ,

Just to add if you are having a long wait on the phone trying to get through it will not get any better it would seem !........................ http://www.bbc.co.uk/news/uk-england-humber-17145977 More money raised from the call lines perhaps.

At this moment this is how it stands , but things are changing rapidly every day, Comet Group Plc and Triptych Insurance N.V. represent the combined operations of Comet Group Plc and Triptych Insurance N.V. Comet Group Plc operates a chain of electrical products retail stores. It offers laundry and dishwashers, fridges and freezers, cookers, microwaves, vacuum cleaners, small appliances, televisions, digital recorders, Blu-ray and DVD players, home cinema systems, TV and DVD accessories, computers, desktop computers, and laptops. Triptych Insurance N.V. provides warranties to electronic products. Comet Group Plc is based in Hull, United Kingdom. Triptych Insurance N.V. is based in the Netherlands. For how long for is another question ! As OpCapita bought Comet and Warranties for a Total of £2.00 And yes edwin "controlled ruination" could also be replaced with " contolled demolition or explosion " Watch this space ..................