Shocking aftersales from Comet

[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)

[neo6776]

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..

[neo6776]

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