[caddie1]

My niece bought a washing machine about 18 months ago.
The concrete block holding the drum has broke.
She phoned Comets head office and someone told her to get independant person to assess and write a report.
This she did and it cost her £20.00.
Last week her partner took letter into Comet shop and showed it to an assisstant manager. He was not sure what to do so photo copied the letter and told him that he would be in touch.
Nothing became of this so they revisited the shop and spoke to another manager who told them that they needed to pay £30.00 so he could send someone to assess the problem. An argument occured about why they should pay another amount of money as they have already done this as requested before. The Manager at the store will not take this any further until they pay this other £30.00.
Could someone please give me some info on the next procedure my Neice should take.
Surely the concrete block should not break.

[r4merlin]

I would ring head office again. If she does not get a satisfactory response start talking Trading Standards , Newspapers etc

Alternately go into the store and ask them to ring head office and refuse to leave until they sort the issue. Again if no response starting making a big fuss i.e raising voice etc they won't like negative attention in front of other customers

[Greg]

Just phone their customer service. In my experience their store 'managers' have less experience and decision making abilities then the trainees.

I had terrible trouble a while back with a faulty TV trying to resolve it firstly with the store I bought it from, but the store manager wouldn't know a decision if it smacked him in the face, which was tempting at times. So I just phoned their customer service and they sorted it all no problem.