[phorenzik]

The Comet engineer has just been to look at my faulty LE46B652T4WXXU TV. He acknowledged there was a problem with smearing and motion handling but said I wasn't entitled to a refund.

I actually have the engineer's document in front of me that clearly says that a new LCD panel is required due to motion smearing.

He said I can ONLY have a refund if it goes faulty within 28 days. Any faults after this time have to be repaired. I know this is rubbish. You're entitled to a refund any time within the year's warranty if a product is faulty. I explained this but he wouldn't budge. To be honest, I don't think he was even listening. He certainly didn't seem to care much.

He's ordered a new panel but I've refused to accept that as a solution.

I want a refund. I've had 3 faulty sets in a row from them now!

I've rung Comet but whoever I speak to says there's nothing they can do because it's out of their 28 days warranty period.

I've only had this 3rd set for 2 months!

How can Comet get away with this?

Someone is supposed to be ringing me back tomorrow but I doubt they'll give me a refund.

I did push the engineer to explain exactly why I wasn't able to get a refund. Apparently, he said they don't issue refunds after 28 because Samsung only sell the TVs to Comet with a 28 day warranty. Anything that goes faulty after this period has to be repaired and Samsung foots the bill.
Basically, if I have a refund, it will leave Comet out of pocket until they claim the money back from Samsung.

Well, I'm sorry, but these are Comet's problems, not mine. I paid £1400 to Comet not to Samsung.

It's made me really mad. I'm an ex retail manager so I know EXACTLY what the sales of goods act is and how it works.

The engineer also stated that he wanted to replace the panel to see how they worked so he will have more of an understanding of this TV in the future.

This makes me feel like a guinea pig! I told him this too.

I'll post on here again to inform you of the outcome. I really don't want to have to go to citizens advice. I know my rights and I WILL NOT let this lie. They've picked a fight with the wrong person here.

Thanks for reading.

[SyStemDeMoN]

GO FOR IT !!!!!!!!!!

I used to work for comet (we called it Vomet) as a delivery driver/installer, and there used to be none of this rubbish.

I've picked up 6 month old TV's that the excuse is "not fit for purpose - rubbish freeview picture quality!"

I've even had to replace a 32inch sony because the TV cabinet they ordered only had a 32inch apature and of course a 32inch screen will not fit in it once the cabinet has arrived.

I really have collected allsorts, including plasma with a nice fist hole and some dried blood

As you know, you are well within your rights to a refund. Try visiting the store and speaking with the manager, make sure there are customers within ear shot. Try asking if you can exchange the set for a different make ?

[phorenzik]

Originally Posted by SyStemDeMoN

GO FOR IT !!!!!!!!!!

I used to work for comet (we called it Vomet) as a delivery driver/installer, and there used to be none of this rubbish.

I've picked up 6 month old TV's that the excuse is "not fit for purpose - rubbish freeview picture quality!"

I've even had to replace a 32inch sony because the TV cabinet they ordered only had a 32inch apature and of course a 32inch screen will not fit in it once the cabinet has arrived.

I really have collected allsorts, including plasma with a nice fist hole and some dried blood

As you know, you are well within your rights to a refund. Try visiting the store and speaking with the manager, make sure there are customers within ear shot. Try asking if you can exchange the set for a different make ?

Cheers. I've done the store thing when my first set died. It got me nowhere. The manager said there was nothing he could do until an engineer deemed it to be faulty.

I asked for a refund when my 1st set was fulty but was told I couldn't have one because I'd had it more than 3 days. I'd only had it for 7 days though.

I kicked up a fuss, and after a lengthy argument with head office on the phone, they said I could have it replaced with the store's display model. I reluctantly accepted.

Within a few hours of getting this home, the panel failed and gave me a lovely yellow screen.

I complained to them but they made me wait 3 days for an engineer to come out.

Now I'm on my 3rd set, I've booked an engineer, he has said it is faulty, he's ordered a new panel for it, but I CAN'T have a refund because I've had it for more than 28 days!

They seem to be making the rules up as they go.

They won't budge. It makes me so mad. There's no wonder customers get upset and start shouting at staff with service like this!

Do Comet actually know what the law is and are trying it on or are they actually that ignorant?

[Curly99]

can we keep this thread civil, we don't want this turning in to a "lets have a go at comet" thread.

@ phorenzik: don't forget to post any solution or resolution that you get to your problem.

Curly

[phorenzik]

Originally Posted by Curly99

can we keep this thread civil, we don't want this turning in to a "lets have a go at comet" thread.

@ phorenzik: don't forget to post any solution or resolution that you get to your problem.

Curly

No problem. I will post any resolution I get.
At the moment I've just posted the facts.
I know I'm bound to be accused of being a bit biased given my circumstances, but nevertheless, It is the truth.

[basser]

the tv is not fit for purpose.....final !!!!!!!

do not bother with the local store manager again as you have realised he is not intrested.
contact head office and talk to a manager in customer services... explaining that local manager is not intrested (follow this with a letter to the head of comet. tell them they have 14 days to refund you the money or choose an alternative tv from them.
if after 14 days they have not done anything ....contact trading standards and also contact your local court to start proceedings against them( costs about £70 which comet must refund you)
if possible contact a customer champion on local radio(ed doolan in birmingham helped me get a complete new computer from pc world)

[TehStiggles]

Originally Posted by Curly99

can we keep this thread civil, we don't want this turning in to a "lets have a go at comet" thread.

Curly

Well why not?

They are pretty much the most useless and disgraceful company to deal with when it comes to refunds or replacements.

The point in this thread in the first place is to have a pop at comets aftersales

Anyway OP, i had the exact same issue when i had my old LE40A656 telly. The frame started cracking and while they knew it to be an inherent fault they refused to replace or refund me and told me i had to have it repaired.

I accepted 1 repair and told them if it happened again after repair i wanted a refund. They came and replaced the frame and out of the box the new frame was cracked lol

They tried to make me go for another repair but i quoted the sale of goods act to them which mentions they are responsibe for it for up to 6 years.

They refunded me a few days later.

3 processes:- repair, replacement then refund. So you have had pretty much 2 of them so the last option is refund.

Phone the trading standards who will advise you best.

[glesgaguyav]

The good thing is the engineer has admitted there is a fault,some good news for you and other owners of the B650 with the same problem, I suppose they have every right to try and repair the fault with a new panel, in much the same way when buying a car with a fault, they'll keep on trying to repair it and have a legal right to do so, if the fault can't be repaired then the only option is replacement IMO.

Hope it all turns out to your satisfaction.

[phorenzik]

Originally Posted by glesgaguyav

The good thing is the engineer has admitted there is a fault,some good news for you and other owners of the B650 with the same problem, I suppose they have every right to try and repair the fault with a new panel, in much the same way when buying a car with a fault, they'll keep on trying to repair it and have a legal right to do so, if the fault can't be repaired then the only option is replacement IMO.

Hope it all turns out to your satisfaction.

Thanks,
I know they have an obligation to repair, but they also have an obligation to refund me if I have asked for one. They are telling me point blank that I am not entitled to a refund full stop. This is after I had quoted the sales of goods act to them.
My ONLY option from them is a repair. On a two month old TV a repair is out of the question. I have no faith in the quality of the product given that I'm already on my 3rd set.

They are supposed to be ringing me back tomorrow so I'll post the outcome on here.

[lutontown]

the law as it is offers a refund within 28 days, repair thereafter.. fact , the store has to offers decent repair service , you are not entilted to a refund im afraid . if they cant repair the item they should replace the item for new.

a refund or new exchange is what i would want ..something comet are not obliged to do ...

perhaps if 1 repair fails they will refund or exvhange

this is the law im sure..

[TehStiggles]

Originally Posted by lutontown

the law as it is offers a refund within 28 days, repair thereafter.. fact , the store has to offers decent repair service , you are not entilted to a refund im afraid . if they cant repair the item they should replace the item for new.

a refund or new exchange is what i would want ..something comet are not obliged to do ...

perhaps if 1 repair fails they will refund or exvhange

this is the law im sure..

Wrong.

The law states after 28 days the store should offer a repair, then replacement then refund.

This is consumer law. I had to go through this with comet twice. Think they would have learned the first time

Comet have replaced the OP's telly. Then they reparied it so its now down to a refund something which comet are obliged to do.

When you buy something you are covered up to 6 years by the store who you bought it from.

Sale of Goods Act Fact Sheet - BERR

[Curly99]

Originally Posted by neo6776

Well why not?

You are allowed to post any grievances you have with the company as long as you stick to the facts and follow it up with any outcome/resolution there may be, if people post personal opinions for no other reason than to have a go at comet these posts will be removed and infractions issued.

Curly

[phorenzik]

Originally Posted by neo6776

Wrong.

The law states after 28 days the store should offer a repair, then replacement then refund.

This is consumer law. I had to go through this with comet twice. Think they would have learned the first time

Comet have replaced the OP's telly. Then they reparied it so its now down to a refund something which comet are obliged to do.

When you buy something you are covered up to 6 years by the store who you bought it from.

Sale of Goods Act Fact Sheet - BERR

I've never actually had a repair from them yet.

First set was faulty so it was swapped against the display model.

Display model died after a few hours. The engineer wrote it off.

To be fair, they did offer a refund then but I chose to have a 3rd set.

Now this 3rd set is also faulty I have requested a refund instead of a repair because of all the problems I have had in the past. I have only had it for 2 months and I don't think a panel replacement on a 3rd faulty set in a row is acceptable for a £1400 purchase.

I have every reason to believe that the repaired TV will also develop a fault going on past performance.

[trailer]

Get a refund. Go to John Lewis / Costco etc or your local dealer. The DSG group just made a £140M loss. There's a moral there somewhere.

[Curly99]

Originally Posted by trailer

Get a refund. Go to John Lewis / Costco etc or your local dealer. The DSG group just made a £140M loss. There's a moral there somewhere.

What has the fact or otherwise that the DSG group made a £140M loss got to do with this, Comet are owned by KESA Electricals plc, it's Curry's, PC World, Dixons and Pixmania who come under the DSG umbrella.

Curly

[trailer]

Originally Posted by Curly99

What has the fact or otherwise that the DSG group made a £140M loss got to do with this, Comet are owned by KESA Electricals plc, it's Curry's, PC World, Dixons and Pixmania who come under the DSG umbrella.

Curly

Well spotted, oops.

I guess I was generalising and mistakenly "tarring them all with the same brush."

[phorenzik]

Well, I'm still waiting for the Internal investigation Department to phone me but the engineer department has just rung me.

They are perplexed by the TV's serial number now. Apparently, they are disputing that it's even a correct Samsung serial number. I had to confirm it to them 3 times over the phone.

This is despite the same serial number being on the engineer's document (I have a carbon copy).

This really doesn't make me feel very confident at all at their abilities.

[phorenzik]

Update:

Yesterday someone from the investigation department said they would ring me today in the Morning.

I thought I'd give them until 2PM at the latest before I chased them. I never actually expected them to ring me back and they didn't disappoint.

Had I not rung them, they probably would've just ignored me completely. Apparently the guy I need to speak to isn't there and I am expected to wait until he calls me. I was told he would call me before the end of the day.

It feels like they are just fobbing me off and hoping I will go away.

This kind of behaviour is absolutely shocking.

I think it's pretty clear how little Comet seem to care about their customers.

I'm not trying to put anyone off buying from Comet. You're all adults and can make your own mind up about them. I'm simply stating the facts that relate to my case.

[glesgaguyav]

When will these large companies learn that they depend on customer satisfaction to make repeat sales, they don't have a monopoly on the goods they sell, I'm in business for myself and if I tell a customer I'll phone back within a timeframe, I make certain I do, it's just impolite not to do so.

In these day's of mobile phones (they've all got them), there's no excuse for anyone to be "uncontactable" during business hours.

Hope you hear something before day's end

[phorenzik]

Just had to ring them again as I doubted their promise to 'get back to me before the close of play'

Had I not rung them they would not have called me back because the guy I 'need to speak to' is conveniently not there again.

They have now told me that I have to wait until tomorrow for a call back. They have to wait to see how long it would take them to get a replacement panel in before they can make a decision of a refund????

I explained that they should be able to make this decision regardless of how long a part takes to arrive. They are clearly playing for time. I can probably guarantee that they won't ring me back tomorrow as they've lied to me twice today already.

I've allowed them the benefit of the doubt and given them until 2pm tomorrow for a solution to my problem.

After this time I WILL take matters further. This is not just an idle threat due to the frustration.

[TehStiggles]

Originally Posted by phorenzik

Just had to ring them again as I doubted their promise to 'get back to me before the close of play'

Had I not rung them they would not have called me back because the guy I 'need to speak to' is conveniently not there again.

They have now told me that I have to wait until tomorrow for a call back. They have to wait to see how long it would take them to get a replacement panel in before they can make a decision of a refund????

I explained that they should be able to make this decision regardless of how long a part takes to arrive. They are clearly playing for time. I can probably guarantee that they won't ring me back tomorrow as they've lied to me twice today already.

I've allowed them the benefit of the doubt and given them until 2pm tomorrow for a solution to my problem.

After this time I WILL take matters further. This is not just an idle threat due to the frustration.

Exact same happened to me.

They even ordered the new part even though i had explained to them i was not wanting a repair.

The person i dealt with first decided he woulld leave the office for days so i couldnt get hold of him.

I called head office fuming. They called the repair center who then called me back within 5 mins.

Do not beleive the "we will call you back" because they never do till you get head office involved with it.

[phorenzik]

Originally Posted by neo6776

Exact same happened to me.

They even ordered the new part even though i had explained to them i was not wanting a repair.

The person i dealt with first decided he woulld leave the office for days so i couldnt get hold of him.

I called head office fuming. They called the repair center who then called me back within 5 mins.

Do not beleive the "we will call you back" because they never do till you get head office involved with it.

You don't happen to have the head office number do you? All I have is the bog standard 08705 425 425 number

[SyStemDeMoN]

Yes go straight to head office, If we ever got a call from clevedon asking us to do something, then it wasn't really asking, IT WAS TELLING!!

The head office is :

Comet House, Three Rivers Court, Rickmansworth, Hertfordshire WD3 1FX.

Sorry I don't have the number anymore.

oh BTW Comet is owned by the Kingfisher group I belive, they also owned Woolworths, thats why If you ever bought a washing machine from woolies, it was a comet van that would bring it.

[TehStiggles]

Originally Posted by phorenzik

You don't happen to have the head office number do you? All I have is the bog standard 08705 425 425 number

01275 336069.

Same department but the non rip off number lol

Just go through to them and explain the situation. Might take a few goes though as when i did it they seemed as inept as the bloody repair center!

Just dont give up.

Also give consumer direct a call as well and see what they say:- 08454 04 05 06.

[phorenzik]

I've been talking with Consumer Direct today as Comet failed to phone me back again (surprise surprise). I now know exactly what I have to do.

Before I put this plan into action, I decided to ring Comet again to log an official complaint. I managed to get through to the guy I had been dealing with by sheer fluke. Apparently, they are not prepared to give me a refund or a swap. I have to have it repaired.

The best bit is that they told me they are having problems getting another panel so it's probably going to be about a month before they get me one.

To be fair, the guy did say that is was a bit of an unacceptable waiting time so has asked the regional manager if I can take it back to store for a replacement. After 3 faulty sets in a row I don't want the same model though. I'd sooner pay more for a different TV. I'm even considering the Panny V10 plasma. Never even had a plasma before but I'm sick of the Samsung LCD faults. I had a Tosh ZF before this that was a fantastic set until it developed the purple vertical line fault.

I haven't really had much luck with TVs have I? 4 faulty sets in a row (including the Tosh).

He is supposed to be ringing me back today before 6pm. I have my doubts, but I am prepared to give him the benefit of it for this one last time.

If they don't call back then I'll put plans B and C into play.

I know I'll win eventually, but I really shouldn't have to be running around like this in the first place.

Comet are doing their reputation absolutely no good at all. You really get to see how good a retailer is based on their after sales service.

[phorenzik]

Update:
Comet surprised me by ringing me back. The guy didn't have the answer I wanted though.

He has failed to get a response from the regional manager. Since none of them work weekends I now have to wait until Monday before I can get an answer from them.

Not happy at all. Completely ruined my weekend now as I'll just be angry about this. (That's me in my avatar)

[thechippy]

You should find out your local Manager;s name, then find out the big cheese's name who will eventually be phoning you local store to sort it out.

Then just phone your local store and pretend to be the big cheese at head office, have a go at the local manager and give him the details, and tell him to issue a refund when "this Customer" (you) turns up. Just quote cimpany policy to him and the sales thingy you quoted in an earlier post!

There's no way that he will phone head office back to check, as he will be scared to check up on his peer.

just a thought - I have plenty.

[nickfrog]

Originally Posted by thechippy

You should find out your local Manager;s name, then find out the big cheese's name who will eventually be phoning you local store to sort it out.

Then just phone your local store and pretend to be the big cheese at head office, have a go at the local manager and give him the details, and tell him to issue a refund when "this Customer" (you) turns up. Just quote cimpany policy to him and the sales thingy you quoted in an earlier post!

There's no way that he will phone head office back to check, as he will be scared to check up on his peer.

just a thought - I have plenty.

Good idea. Deception. Fraud. Prison. Really worth it?

[phorenzik]

Update:
Comet rang me today. They are willing to offer me a replacement TV. I don't know if this allows me to choose a different brand TV or not. I also don't know it will allow the choice of refund or not either, although I highly doubt it.

I will have to wait until the letter arrives in the post tomorrow.

[SyStemDeMoN]

Just exchange it mate, and pay a little extra for a different model.

If your planning to go for the panny plasma, then do so by all means, you will not have to worry about screenburn or IR with these sets.

B T W

the guy we all feared (BIG CHEESE) while I worked at comet was called Hugh Harvey and was always at Clevedon (address I posted earlier).

GOOD LUCK !