Comet service/products are a disgrace ***********Resolved****** *******

[redegan82]

Hi everyone

i bought a tv from comet 11 months ago but after 6 months of owning it half the picture went

 

comet engineer came out and said its a screen fault and needs to be repaired and needs to order parts

 

after a week he was supposed to come back but rang up that day saying could not get the parts and will be back in touch after another week

 

got a letter through the post saying to return the tv to store and get another

 

by the way this is a 50" Samsung tv but i managed to get a mate to give me a hand with it and got it back to the store

but i told them i wanted a different model tv so i chose a 51" 3d Samsung which cost me £105 on top

but thought its better to get an up to date tv as should be more reliable but i was wrong this

 

1 started getting black lines down it from top to bottom and only had it 5 months

with this being my 2nd tv in 11 months both Samsung and both screen faults all i wanted to do was get a refund and buy a different make

but said have to get an engineer out to check it over

 

who came out on the 24th oct and said would be in contact to get it picked up

i told him i didn't want it fixing i wanted a refund

he said its comets policy to repair before refunding

i was extremely unhappy about this

 

i sent a letter to head office which i will put below

but that did no good

they said would pick it up today the 30/10/2011 which they have done

told me it will take up to 28 days to fix

 

i have 2 kids i am really unhappy about how their products can go faulty so easy

but its so hard to return

 

they should not be allowed to get away with this

i know my rights but don't think they do !!!!!

 

my letter

FAO Complaints Manager (URGENT)

Comet Group Plc

Criterion House

George Street

Hull

HU1 3AU

 

26/10/2011

 

Dear Sirs

SALE OF GOODS ACT 1979 – FAULTY GOODS COMPLAINT

On the 18/05/2011 I bought a Samsung PS51D6900 3D Plasma TV from Comet in Huddersfield for £944.90.

This was a replacement TV for the Samsung 50” plasma that I had previously bought which went faulty within 6 months of purchase.

 

Both of these TV’s have screen faults.

 

The present TV is only 5 months old and I think it is totally unacceptable that 2 TV’s in the space of 11 months,

bought with what I would class as a reputable brand (Samsung), have both developed a screen fault.

 

The problem with the newest TV is that there are constantly 2 vertical black lines running down the right hand side of the TV from top to bottom.

 

I’ve now spoken to customer services on numerous occasions and they have carried out all the necessary tests to try to fix the fault, but all, to no avail.

Customer services then organised for a Comet engineer to come out to look at the TV on the 24th October, 2011.

 

Within 2 minutes of starting his inspection he confirmed that the issue was due to a screen fault.

 

I had already told customer services this previously, however they insisted on sending out an engineer as it was company policy.

 

Comet called me today to advise that the TV will be collected from my house on Sunday 30th October and it could take up to 2 weeks to repair.

 

I am extremely unhappy about being without a TV for that amount of time when I have spent good money on what I believed to be reputable brand.

 

I have spent thousands of pounds in the Huddersfield store over the years as live directly opposite.

 

I think this service is just wholly unacceptable.

 

I would like you to take this TV away and deliver me a replacement.

 

The Sale of Goods Act 1979 states that when a consumer buys goods from a retailer they must be of satisfactory quality and fit for purpose.

Currently neither of the TV’s supplied by Comet fit that remit.

 

This same legislation also states that the Seller not the Manufacturer is legally obliged to handle the issues at hand, if the goods do not meet these requirements.

 

The Sale of Goods Act 1979 also says that if goods break within the first 6 Months after purchase then there is a presumption the goods were faulty when sold.

 

The goods purchased are not of satisfactory quality and are certainly not durable or fit for purpose.

 

On that basis and seeing I have already had to replace once, by way of upgrade, the first TV I bought,

I would like you to remove the current faulty TV and provide me with a replacement TV,

I do not want to the replacement to be another Samsung.

 

If you are unable to offer me a replacement TV then I would like to enforce my rights under the Sale of Goods Act 1979 and I demand full refund of the cost of the goods.

 

I think after all the inconvenience that I have endured, involving numerous phone calls, moving the TV and taking unpaid leave from work,

that you owe me every courteously to get this issue resolved speedily.

 

I look forward to receiving a response within 7 days from receipt of this letter.

[rebel11]

Hi red

 

Welcome to CAG

 

The guys will be happy to advise as soon as they are available.

 

Have a read of 10,12 and 13 in my signature. You could consider taking the matter to the small claims court.

 

http://www.tradingstandards.gov.uk/wirral/countycourtindex.htm

[redegan82]

thanx mate ill do that im so frustrated had to take the tv off the wall in bedroom and bring that down as cant do without a tv comet are an absolute joke im ready to contact local paper and social network sites and even watchdog but dont know where i stand all i know is that they should not be allowed to sell products that only last 6 months if that

[rebel11]

If you want to you can write a Formal Letter of Complaint, mark it as such, explain whats happened, explain that you've been let down twice, that you've got

kids, thats the only reason you bought the TV in the first place. Tell him that the SOGA is UK legislation and takes priority over what the company believes

they have the right to do. Tell him what you want them to do. Send it to:

 

Bob Darke, Managing Director

[email protected]

 

Some tips - http://www.dailymail.co.uk/femail/article-1242161/How--write-letter-complaint.html

[redegan82]

Thanx rebel they have my tv now they picked it up today so will this help sending him an email i really just want a refund and purchase elsewhere but i am stuck

[rebel11]

You have nothing to lose, if they've already collected the product, then the Refund should in theory be easy to arrange. When you write to him, ask him how he would feel being let down not once, but twice?

 

Thanx rebel they have my tv now they picked it up today so will this help sending him an email i really just want a refund and purchase elsewhere but i am stuck

[redegan82]

below is what i am gonna send shall i add anything else thanx

 

Dear Mr. Darke

 

I am extremely unhappy that I am now without a tv. I have kids and they are unhappy too as comet have today collected my tv. This is my second tv in 11 months, how would you feel if this happened to you not once but twice. The letter I sent to Customer Services seems to be ignored, as I dont think customer services realise how distressed I am over this matter. I want a full refund or a new tv from comet but not Samsung. I am not happy that they could have this tv in workshop for up to 28 days. I am at the point of going to the papers and even watchdog. I have had to make numerous phone calls and take days off work I would be less concerned if it was my 1st tv, but it's my second tv in 11 months. This is ridiculous as I know my rights under the Sales of Goods Act 1979, as this is only 5 months old please can you write this tv off as it's a screen fault and give me a full refund or let me choose another tv or I will be taking this further. I hope you can understand the anger and distress that this matter is causing me. I look forward to your speedy response.

 

yours sincerely

xxxxxxxxxx

[rebel11]

That should be find. I've made the odd change.

[redegan82]

i have already sent the other email to him i should have addressed him as dear mr drake and not hi bill lol but i cant really send him another thanx for your help though i appreciate it

[rebel11]

He will get the message, so thats fine.

 

i have already sent the other email to him i should have addressed him as dear mr drake and not hi bill lol but i cant really send him another thanx for your help though i appreciate it

[redegan82]

lol i hope so not sure how much good it will do but its worth a try thanx again and i will update the site if i get a response from him

[redegan82]

here is a reply i have just recieved

 

Response (Cara Winstanley) 31/10/2011

 

Dear Mr xxxxxx

 

I have sent a copy of your email to my office for them to complete a full investigation into the matter, of which we will endeavour to respond no later than 3 working days. If we are unable to give a complete response within this time we will contact you direct with an update on the situation. In the meantime if you need to discuss anything urgently our contact number is 01482 592442.

 

Thanks for taking the time to write

 

Bob Darke

[rebel11]

O.K. lets see what they say, hopefully next time you will have something positive to report, I've removed your surname.

[redegan82]

thanx i do hope so !!!

[redegan82]

1 of comet's directors just rang saying she is gonna investigate the matter now and get back to me about getting my tv repaired which i told her i did not want that tv back i wanted a different make like lg/sony something more reliable so she said she will ring the service centre to see how bad the fault is and get back to me this is just taling forever it feels like !!!

[rebel11]

Hi Red

 

It's probably someone from the Directors Office, lets wait and see.

[redegan82]

Good news after 50 odd emails about 10 calls to customer services and 2 letters sent they finally agreed to offer an exchange but not a refund so i have gone for the lg 55lw550t with 3 year cover only problem is now on bbc news it says comet has been sold to Kesa for £2 how does that effect my 3 year warrenty with comet do i need to cancel it now before it starts as cost me £225 or will this cpmpany kesa take on the warrenty thanx for all your help as well its much appreciated.

[Geordie8281]

Hi Red

 

I too have an extra care package with Comet & after checking out details with TWG the Insurance Company that Comet use we are COVERED even if Comet were to close

 

http://www.thewarrantygroup.com thats a link for the Company thats covers us

 

Hope this helps

 

Geordie8281

[redegan82]

Thanx for reply mate that has put my mind at rest !!!

[rebel11]

Well Done Red:-D

 

Your warranty is uneffected by the sale..

 

Good news after 50 odd emails about 10 calls to customer services and 2 letters sent they finally agreed to offer an exchange but not a refund so i have gone for the lg 55lw550t with 3 year cover only problem is now on bbc news it says comet has been sold to Kesa for £2 how does that effect my 3 year warrenty with comet do i need to cancel it now before it starts as cost me £225 or will this cpmpany kesa take on the warrenty thanx for all your help as well its much appreciated.