Help - returning faulty items to comet ***Resolved***

[GorgieBoy]

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 .

Edited March 6, 2012 by GorgieBoy

[s12345a]

So, what your saying is that we the consumer, should buy products from the retailer on 'trust', it's surprising that when the consumer says, 'the product doesn't work', the stores tests it, it doesn't work, it has to go away to be tested, where's the 'trust'?

 

I see your point but SOGA allows the retailer to test an item (however they want to test it). It does not state that the retailer has to test it before sale - it just has to be of satisfactory quality and as described. Im sure you'll agree more customers try to fudge retailers than the other way round which is why they should test it.

[GorgieBoy]

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 .

Edited March 6, 2012 by GorgieBoy

[rebel11]

• Wherever goods are bought they must "conform to contract". This means they must be as described, fit for purpose and of satisfactory quality (i.e. not inherently faulty at the time of sale).

• Goods are of satisfactory quality if they reach the standard that a reasonable person would regard as satisfactory, taking into account the price and any description.

• Aspects of quality include fitness for purpose, freedom from minor defects, appearance and finish, durability and safety.

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

• If goods do not conform to contract at the time of sale, purchasers can request their money back "within a reasonable time". (This is not defined and will depend on circumstances)

If every customer said 'can you test this product before I buy it', you'd be lucky to sell 20 in a day, so consumers buy products on 'trust'. Consumers don't like the 'hassle' surrounding 'faulty products'. I totally disagree 'retailers try it on all the time', just take warranty cover.

 

 

I see your point but SOGA allows the retailer to test an item (however they want to test it). It does not state that the retailer has to test it before sale - it just has to be of satisfactory quality and as described. Im sure you'll agree more customers try to fudge retailers than the other way round which is why they should test it.

[jussiep]

Hi, Thanks everyone for your help and support.

Still no joy from comet, they still have the TVDVD and calls to head office have yeilded no joy, They state that after 48 hours they are entitled to test the product to prove that i am not lying. Even though it was tested in the store and proved faulty that is not acceptable to them as they still have to send it away. Nothing yet on when we may get an answer. I did kick up a fuss in the store which resulted in the manager waving his arms at me and talking to me as if I was a child and i even phoned head office on my mobile in the store and got told the same thing. As far as Comet is concerned they will do no more until they get the results of the tests and will then talk to me about what next, if they even contact me.

I am basically in their hands, I cant force them in the store to give me a new product or a refund if they refuse so I am basically given the run around and get nowhere. Very fustrating.

I am going to go to the bank and put the payment into dispute, not sure what happens then. I think maybe a phone call to comet head office with a statement that unless i get a result in 48 hours then I will call the bank as i have no product and no date of test results. I definatly do not want a repair or replacement as if it goes wrong again then I am back to square one. As they say once bitten twice shy.

 

Thanks again everyone for your help and support its very much appreciated, I will update when I know more

[ims21]

Still trying to deal with this on the phone then and you continue to be fobbed off.

 

Can't say anything other than I have already advised.

 

If you do nothing you will get nowhere.

 

As someone once said, "The only difference between doing something and not doing something is doing something"

 

ims

[GorgieBoy]

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 .

Edited March 7, 2012 by GorgieBoy

[GorgieBoy]

Still trying to deal with this on the phone then and you continue to be fobbed off.

 

Can't say anything other than I have already advised.

 

If you do nothing you will get nowhere.

 

As someone once said, "The only difference between doing something and not doing something is doing something"

 

ims

 

 

Correct ims .

[assisted blonde]

I was only making the point tha it is stupid to expect everyt item to be tested in store before purchase. If i have goods delivered I try and check them before accepting them but thats not always possible just as buying a product in store it isnt always possible to check it. The main point is that the goods were not fit for purpose and it is the stores responsibility not the manufacturers, a refund should have been given at the time but sometimes the system fails as in this case, but annoying as it is there are times when you just have to accept tha.I wouldnt take out warrenty cover as it costs a stupid ammount of money and your normal guarentee and stat rights cover most things.

[jussiep]

ims

Thanks for the push, I have written to comet by email with a copy for the post. The response email said that someone would be in touch within 24 hours so watch this space.

I did speak to a woman on the phone yesterday and she confirmed that under SOGA I am entitled to a refund, she called the store whilst I hung on and then came back and said the store manager said no and his decision is final. So no refund. Still waiting for the results of the tests and they will talk to me then.

Cant believe that the store managers decision is final over and above anyone else in Comet, thats a great deal of confidence in one person.

Its now in writing so will have to see what comes of that.

Thanks everyone for you help and support, I will post the response

[rebel11]

The 'system breaks down', because it's actually 'company policy', now what you have in this case is someone who never shop at Comets again, who will no doubt talk to family and friends about his experience. So the cost to Comets will be great indeed.

 

I was only making the point tha it is stupid to expect everyt item to be tested in store before purchase. If i have goods delivered I try and check them before accepting them but thats not always possible just as buying a product in store it isnt always possible to check it. The main point is that the goods were not fit for purpose and it is the stores responsibility not the manufacturers, a refund should have been given at the time but sometimes the system fails as in this case, but annoying as it is there are times when you just have to accept tha.I wouldnt take out warrenty cover as it costs a stupid ammount of money and your normal guarentee and stat rights cover most things.

[jussiep]

I have a result:

24 hours after i sent an email qoting SOGA and how disappointed I was with the level of customer service, a very nice person from Comet customer service rang and gave us a refund code to take to the Swindon store. This time it was a different store manager and he was very nice unlike the other one.

He processed my refund code and gave me a receipt to say that it had been refunded back onto my card. So a win for the consumer.

 

After speaking to 10 people, 1 came through, it is a shame that comet customer service arent consistent but at least one of them knows what customer service is and what to do and at least they have 1 nice store manager.

 

Thankyou everyone who has given advice and as I was told its always best to put it in writing.

[rebel11]

Well Done Juss.

[ims21]

Whoo hoo a result...congratulations

 

[GorgieBoy]

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 .