Comet and a Panasonic Fridge Freezer: broke down after 4 days **RESOLVED** - here's what to do listed

[Cranston1947]

I have just started an appalling relationship with Comet.

 

I bought a Panasonic fridge freezer which was delivered on 29th August 2012 and within 4 days broke down.

 

I have to date spent a full day on the issue, including a trip to the store itself. All I have been offered is an engineers visit in 5 days time. I have asked for it to be removed and a full refund, but Comet have refused.

 

It looks as though I may well be have to take them to court, and am currently having to use a cool box and ask neighbours to freeze cool packs for me.

 

My advice is to avoid Comet and Panasonic at all costs. I spoke intelligently and calmly to both organisations and I might just as well have not bothered.

 

I have put my complaint in writing to Comet and sent it recorded delivery. I also emailed them, and I received the cursery email back saying they would reply within 24 hours. If anyone is considering buying from Comet or Panasonic I would think very carefully indeed. Panasonic use an outsourced company to service their goods.

[dx100uk]

typical rubbish.

 

you are entitled to a complete refund.

 

how did you pay?

 

dx

[Cranston1947]

Many thanks for your speedy response! Much appreciated.

 

I paid with my M&S credit card. I spoke with M&S this morning as I thought they could stop the payment to Comet until it was resolved. I was informed that there was nothing they could do at this stage!

[ims21]

Yep, typical Comet thinking that the law of the land doesn't apply to them.

 

Had a very similar experience with them myself.

 

See here to see how I resolved it...they only caved in after an LBA was issued to them.

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?333744-Comet-Dishwasher-SOGA-*****-Success-but-only-after-LBA-*****

 

 

Thread moved to Comet forum

[dx100uk]

sorry M+S they are EQUALLY responsible under section 75

 

go get 'em

 

dx

[ims21]

Yes...chargeback and all that

[s12345a]

I have just started an appalling relationship with Comet.

 

I bought a Panasonic fridge freezer which was delivered on 29th August 2012 and within 4 days broke down.

 

I have to date spent a full day on the issue, including a trip to the store itself. All I have been offered is an engineers visit in 5 days time. I have asked for it to be removed and a full refund, but Comet have refused.

 

It looks as though I may well be have to take them to court, and am currently having to use a cool box and ask neighbours to freeze cool packs for me.

 

My advice is to avoid Comet and Panasonic at all costs. I spoke intelligently and calmly to both organisations and I might just as well have not bothered.

 

I have put my complaint in writing to Comet and sent it recorded delivery. I also emailed them, and I received the cursery email back saying they would reply within 24 hours. If anyone is considering buying from Comet or Panasonic I would think very carefully indeed. Panasonic use an outsourced company to service their goods.

 

Have Comet said they won't refund it or have they said they want an engineer to visit before they take it further ???

[dx100uk]

they cant do that.

 

dx

[Cranston1947]

They want an engineer to visit. Fridge arrived Wed, broke down Sunday, Called Mon and eventually got an engineer coming tomorrow. They then have to report back to Pansonic who will then report to Comet and finally me!

 

I have requested a full refund as the appliance was only 5 days in my possession before it failed! Much appreciate your response.

[ims21]

No need for all that malarky...you will end up being pushed from pillar to post.

[GorgieBoy]

Hi cranston ,

 

Follow the advice from ims ,

 

I have no idea how COMET are operating their After Sales Service these days but once again they decide what happens and still make it as difficult as they can for a customer to get replacement goods when they go wrong even when the goods fault within a matter of days as in cranstons case .

 

It is understandable that COMET would wish to inspect the Fridge Freeezer and to confirm it faulty before replacing , but as ims says there is no need for all this malarky and the time scale involved is totally unacceptable. In the past this kind of issue would have been resolved within 48 hours and cranston would have had a refund or replacement .

 

Nowadays COMET are running on empty no field service engineers of their own left third party repairers getting involved , hundreds of other retail and support staff being made redundant and closing stores all over the country .

 

Whilst on the outside still advertising what a great Retailer to buy your goods from .

 

Retail Managers being told NOT to replace anything that goes faulty , while still trying to entice customers that visit stores to part with their hard earned cash ,

but once again once the money is in the till customers then experience a different side of COMET .

 

To sum it up on the @comethelp Twitter thing a customer complains that a Retail Manager laughed in his face when trying to get redress with the store after the customer mentioned his rights under SOGA before walking away and left him standing on the shop floor with the attitude of you do what you want we do not care but we will not replace or refund .

 

Disgracefull but this is what is happening now , AVOID .

Edited September 6, 2012 by GorgieBoy

[Cranston1947]

Engineer due to come today, just received a call from "Panasonic" engineers saying they cannot come until Tuesday. Unbelievable!

Another day lost, still no refrigeration in my home, and very hot weather. Frustrated and very upset. Dont know what to do next.

[dx100uk]

there have been instance of compensatio for lost food before.

 

dx

[ims21]

Engineer due to come today, just received a call from "Panasonic" engineers saying they cannot come until Tuesday. Unbelievable!

Another day lost, still no refrigeration in my home, and very hot weather. Frustrated and very upset. Dont know what to do next.

 

That really comes as no surprise to me whatsoever.

 

Have you actually read the previous posts and the thread I linked you to earlier.

 

You need to take control of this and get it sorted....see my previous note where I mentioned "Pillar and Post"

[Cranston1947]

Firstly, many thanks to everyone for their comments and suggestions. Here is an update and followed by a checklist if anyone has similar issues.

 

The engineers visit last Friday ( bet 7 am and 7pm) was cancelled, with no reason as to why, at around 11am, and I was simply told there would come on Tuesday,

not even bothering to ask if this was convenient.

 

I refused, as I had cancelled everything in my diary last week in order to resolve the matter, and rescheduled for this week!

 

I went into the Comet branch yesterday, and refused to be put off without speaking with the manager.

I stood by the service desk, and when asked what the problem was simply stated quite calmly that I had no intention of repeating the whole story again

as both Comet and Panasonic were fully aware of the problem.

 

The manager eventually came to speak with me.

I had all the paper work with me, but stated that there should be no need for me to go into details ( I was asked!) as he should be fully aware of the issue.

He took some considerable time to read the letter that I had sent both by recorded delivery and through Comets website, and eventually mumbled that they would exchange it!

 

This I refused and simply stated that I wanted a full refund.

He succumbed.

The FF will be collected tomorrow.

 

I requested compensation for the food I had lost, and was told that I would have to take this up with head office, which I will do after the fridge has been collected tomorrow.

 

This morning I received my first call from Panasonic apart from the cancellation of the engineer!

They had been notified from Roumania (!!!) that I had issues.

They asked how much food compensation I was looking at and offered me half, as "a goodwill gesture'.

 

I suggested that they should increase that as I have spent at least 3 full days trying to get the problem dealt with. They are thinking about it.

 

Yesterday, I ordered a FF from John Lewis, own brand with servicing from AEG. They deliver on Wednesday in the same delivery slot as Comet!

 

My suggestions to anyone having similar issues is as follows.

 

1. Write EVERYTHING down, with time and date of the call, to whom etc etc.

 

2. Advise your bank or credit card company if you have paid by CC or cheque, and ask to speak to the disputes team.

Ask them to explain to you what the procedure is, and whether you will incur any charges on your account by not settling it.

If you have paid by CC, both the retailer and the CC company are jointly liable under section 75 of the Consumer Credit Act.

 

3. Contact your local Trading Standards, who will give you the appropriate information with regard to putting your complaint in writing to the company, in this case COMET.

 

4. Write that letter! Send it recorded delivery, and keep/save a copy. I even sent a second letter, with a copy of the first, when the engineer cancelled

 

5. BE PERSISTANT. I do think that is why I have eventually got my problem resolved. I spoke with Comet and Panasonic every day, and visited the store on 2 occasions, making my presence felt in a firm and calm way, despite being very angry and upset.

 

6. Once you are certain that both companies have ALL the information they need, when asked to explain what the problem is, DO NOT explain.

Tell them that everything has been sent by recorded delivery, you have called on numerous occasions and therefore they should know what the problem is.

If they dont, ask them to contact Head Office!

In other words use their time and energy, not yours.

 

Finally, thank goodness for sites like this.

It really helped last week when I felt very victimised by a giant retailer and manufacturer.

 

Thank you!

[dx100uk]

hey great result

 

dx

[GorgieBoy]

Yes indeed , great result Cranston ,

 

Some good information on this thread for anyone else that has a similar problem with new goods gone wrong .

 

Possible New Thread as well ,

 

" Faulty Panasonic Fridge Freezer Still NOT Uplifted despite repeated promises "

 

:-)