Comet complaint

[Nannyjen]

Hi, I've just joined but have seen that there are lots of threads about Comet. I came across these by searching the internet for "problems with Prestige fridge freezer" I won't go into all of it here but what I want to do is write a letter of complaint and ask for a free repair and I wondered if there is a name I can write to? I've seen that Hugh Harvey is named as managing director, but I'm not sure if that's up to date information. My main concern is that I've left it too long - this freezer's had a problem for a while and we went into Comet when it was 2 and a half years old, to be told we'd have to pay for a callout etc etc. We decided not to go ahead, used our old freezer (20 years old and still working), and didn't get round to doing anything. It's now just over 3 years old but I still feel this is not good enough for a freezer that cost £400! I now have built up a lot of resentment at the situation and have decided to have a go at them, any help would be appreciated. Thanks.

[rebel11]

Hi Nannyjen

 

Welcome to CAG

 

I've moved your thread to the correct forum, Hugh Harvey is still the Managing Director. It's not too late to complain, if you complain under the Sale of Goods Act.

You would have to get an independent report done on the faulty product. Don't let Comet carry out the independent report. send any letter Recorded. Report the matter to Consumer Direct, they will give you a reference number you can write on the letter. On the letter write Consumer Direct Ref:- xxxxxxxx

 

On the Consumer Direct website:- you'll find templates that you can use and amend.

 

http://www.consumerdirect.gov.uk/after_you_buy/know-your-rights/SGAknowyourrights/

 

Here's his E-mail address [email protected]

[Guest Comet Response]

Hi, I've just joined but have seen that there are lots of threads about Comet. I came across these by searching the internet for "problems with Prestige fridge freezer" I won't go into all of it here but what I want to do is write a letter of complaint and ask for a free repair and I wondered if there is a name I can write to? I've seen that Hugh Harvey is named as managing director, but I'm not sure if that's up to date information. My main concern is that I've left it too long - this freezer's had a problem for a while and we went into Comet when it was 2 and a half years old, to be told we'd have to pay for a callout etc etc. We decided not to go ahead, used our old freezer (20 years old and still working), and didn't get round to doing anything. It's now just over 3 years old but I still feel this is not good enough for a freezer that cost £400! I now have built up a lot of resentment at the situation and have decided to have a go at them, any help would be appreciated. Thanks.

 

Hi Nannyjen,

My names Glenn and I’m from Comet.

I’m sorry to hear about the problems you’ve experienced with your fridge freezer. We can arrange for a Comet engineer to carry out an inspection and or you can send us a third party report and if the problem is found to be a manufacturing fault, the repair will be carried out free of charge. If not, the repair will then be chargeable.

For me to arrange an engineer’s call out, please contact me using your forum name “Nannyjen” at the following link . Please note that I would also need some additional information including the purchase details and your current address if this is different to the address on the order.

https://comet.custhelp.com

Regards

Glenn

[poundsie]

Hi Glenn

 

I am sorry to hijack, but i too have an issue with my Prestige PRT295FFCS. I contacted Comet Service Team and was told to manual defrost for 48 hrs which i have done. It is now worse than it was before. Fridge now +16 ( was +5 but freezing everything) and freezer now at 17 (was 0)

I too agree that this product should have been recalled. My f/f was purchased in Sept 2008 for nearly £400. should last ALOT longer than 2 years!!! The service team told me if that did not work then £99 would be charged for a callout!!!!!!!!!!!!! I have a reference number - 5285254

I wish to have a replacement under the sales of goods act, i have lost all confidence in this product.

[poundsie]

Oh no response form Glenn then!

I have complained to Comet and have just emailed Hugh Harvey. Comet are adiment that they are right and that i would have to pay £99 to POSSIBLY fix my problem.....what!!! disgraceful

 

I will wait for a response from Mr Hugh then!!

[Guest Old_andrew2018]

Don't hold your breath Comet have probably the worst customer service all the large electrical retailers, contact your local trading standards

[poundsie]

I have had a very stern conversation with my local Comet and also the Service Line. I have now got an engineer to come round this Sat and do a report. I had no choice but to pay £49 they would not budge on that one - no amount of arguing would do it! By the way it has now risen to £69 and £125 for their all in charge (used to be £99 all in charge.) I was told that if it is wear and tear then they would help me with the cost of repair or if it is broken completely (i think it is the compressor) then they would refund what i paid 2 yrs ago and the £49. They acknowledge the 6 year EU directive and Sales of Goods Act. We shall see how it goes with the engineer...........

[Guest Comet Response]

Hi Glenn

 

I am sorry to hijack, but i too have an issue with my Prestige PRT295FFCS. I contacted Comet Service Team and was told to manual defrost for 48 hrs which i have done. It is now worse than it was before. Fridge now +16 ( was +5 but freezing everything) and freezer now at 17 (was 0)

I too agree that this product should have been recalled. My f/f was purchased in Sept 2008 for nearly £400. should last ALOT longer than 2 years!!! The service team told me if that did not work then £99 would be charged for a callout!!!!!!!!!!!!! I have a reference number - 5285254

I wish to have a replacement under the sales of goods act, i have lost all confidence in this product.

 

 

 

Hi poundsie,

 

My name’s Matt and I’m from Comet.

 

I was disappointed to learn of the problems that you are experiencing with your Prestige fridge freezer.

 

Based upon the information that you have supplied, I am aware that a colleague from our Managing Director’s Office has since contacted you via telephone.

 

Therefore as an inspection of your fridge freezer is scheduled to be completed 13 November 2010, I can confirm that a further telephone call will be made on 14 November 2010, in order to provide you with an update.

 

In the meantime, please accept my apologies for this delay and for any inconvenience caused.

 

Thanks

 

Matt

[Nannyjen]

I posted the complaint at first to which there have been several replies. Unfortunately I haven't been back on to the site after the reply from Glenn at Comet - which turned out to be nothing more than offering to send an engineer out (at a charge) and replacing IF still in guarantee period!! I see that someone else has had a Comet reply (from Matt) Did this fare any better? I am about to send a letter to the Director but if anyone has any more advice I would be grateful.

[poundsie]

Hi Nannyjen

 

Please don't give up. After several talks to the Directors Office, as i emailed Hugh (spoke to a lady working in there, you won't get to talk to the Director!) I have an engineer coming back next week - 2 weeks after he came round for the diagnosis i might add - to "fix" my f/f for free. Not really convinced this will be the end of it, but a definate start. The PCB and divertor valve have gone - as i suspected from the info i have read on the internet. Hence why i don't think this "fix" may not be sucessful.

I had to pay the £49 as it was then, now £69 by the way!! It went up the day after i booked the call. They would not budge on this. They know they need to do something under the EU 6 year directive. Keep pushing, they will do something, they have to!

[Nannyjen]

Thanks Poundsie, I have today posted a letter off to Hugh Harvey citing the Sale of Goods Act. I'll see if that has any effect though I doubt it. I can't believe Comet can be allowed to get away with this sort of thing! There must be a fault with this model, there are SO many comlaints about it. I only wish I'd read more reviews before I bought it!!

[poundsie]

I know, i said the same thing to the Manager of my local store. He just said that Head Office make the decisions on what to sell.....

Good Luck and let me know what happens and i will do the same. If more people fight then Comet won't get away with fobbing you off with the out of guarantee excuse....thats all it is.... an excuse!!!

[Nannyjen]

I will do. It's such hard work all this - and what really annoys me is that we still have this battered old freezer in the garage working perfectly, I only bought the new one so we could have combined f/f and it looked smarter! But it means at the moment we have a fridge with an open door useless freezer under it and we have to go out in the cold to use the freezer. Will let you know if I hear anything.

[poundsie]

Hi Nannyjen

Good News. The engineer came out to repair (different engineer though) and said that my f/f was leaking gas. This is not something they fix so i now have been told i will be entitled to an exchange. Something i knew should have been done two weeks ago! Won't be getting my £49 back and will have to put the difference to a new one, but still better than nothing!

Just goes to show - don't let them get away with telling you - "its out of warranty sorry!"

[Nannyjen]

Hi Poundsie, great news! Well done. I haven't heard a thing yet! I'l let you know if I do.

[Nannyjen]

Well, I received a letter from Comet today. They say the Sale of Goods act doesn't stipulate free repair or replacement. They've offered an inspection at reduced rate of £59and then an option to act on the results of that. Does anyone know about this thing that items should last a fair time - which I don't think this appliance has. I would appreciate any advice thanks.

[poundsie]

They're not consistent are they. Mine was one month over 2 years old and had the over freezing/not freezing problems. If i was you, i would take them up on the reduced rate offer and then find out exactly whats wrong. If its the same as loads of others out there, then write/email to the director again stating the EU Directive - 6 years. Mine had lost gas and they do not repair that, hence the replacement. I have had my letter with the code to choose another of same spec/price as the prestige i paid for 2 years ago..... not going for the prestige again though! The samsung looks good and has a 2 year warrantee from samsung.

[Nannyjen]

Thanks Poundsie. I'll probably try that. Going out to the garage for food in this weather is a nightmare!

[munchkette]

What is the EU Directive is there somewhere that I can find the details of this? I was under the impression that the sale of goods act offered greater protection than the EU Directive?

[dx100uk]

soga is far bette than the EU thingy.

 

its absolute rubbish that you cant get it done FOC under SOGA.

 

you might have to pay for the inspection, but you'll get that refunded too.

 

sorry but dont put up with the crap comet keep coming out with.

 

a F/F should last a 'resonable period' that is NOT 2yrs more like 3+

 

i really do wish comet would get their phone/store people trained properly.

 

most of it seems to be 'heresay' on what the local manager can get away with.

 

dx

[poundsie]

Hi nannygen

 

How did you get on?

 

I am pleased with my outcome. Granted i had to pay the difference for a new f/f, but prices have risen!

I got a call from Comet, a few weeks ago saying that they were refunding my £49!! Result!! This was after the service team were adiment that i was not entitled to the refund. Saying - well the f/f is over 2 years old and you got a replacement out of it - cheek of them!!

I agree they should train their team properly. One says one thing and someone else says something different. This should not be allowed, surely boardering on infringement of consumer rights!!

 

let me know - please don't give up - FIGHT!!

[AtlantisZPM]

Nevermind issue resolved although I am certainly not a fan of how they dealt with this. They could send an engineer and fix it then say it was your fault. It would be impossible for you to contest this. Always get an Independent engineer to protect yourself

[Nannyjen]

Hi Poundsie, I'm afraid I didn't get back to you what with Christmas and family stuff. Anyway, after the letter from Comet my husband spoke to them and was told by a lady that the £59 didn't make any sense, normally it's £106 including repair. So he said well whatever is the norm for £106 we've been offered for £59. They sent an engineer out on 18th December and he fixed it! I was out at the time and husband didn't ask what the fault had been so we don't know whether it was a manufacturer's fault or not. I may ring and ask just to see if I'm entitled to claim the £59 back or not. However, a week before Christmas was not a good time for following stuff like this up and we were soooo delighted to have a working freezer again (although at that point we could have just left stuff outside the door, it was so cold!) that we just accepted it.

[Nannyjen]

For anyone still interested!!!.....we had a working freezer for 6 weeks then it went again!!! We called an engineer out who told us it's a valve - and Prestige don't make them any more so that's it!!! I'm absolutely fuming. Comet will NEVER get custom from me again. DON'T BUY FROM THEM!!!!

[sir_gilmour]

Hi

Welcome to The Consumer Action Group.

 

 

I am just letting you know that as you haven't had any replies to your post yet, it might be better if you post your message again in an appropriate sub-forum. You will get lots of help there.

 

Also take some time to read around the forum and get used to the layout. It is a big forum and takes a lot of getting used to.

 

 

Once you start to find your way, you will soon realise that it is fairly easy to get round and to get the help you need.

 

It can be bit confusing at first.