comet customer service is bad sad bad.

[admin_exported]

last week i went to comet to try 3d tv this i did
so i bought £1116.99 3d tv package
my sister who was with me then bougt a £500 lg tv and a £399 laptop so over £2000 was spent,
so i then got home opened the 3d tv set it up and very good picture it was in hd
i was happy with the tv then, i opened the 3d glasses they looked ok but the lense on the right eye was blacked out
and would not work so i then went back to comet with the glasses the assistant just did not want to know she phoned samsung
and asked for a new pair of 3d glasses to be sent to them
and they would phone me when they arrived but i would have to go home and get the seriel number of the tv
a ten mile trip
after waiting 45 mins while they waited for samsung to anwser the phone i then asked to see the manager and i reqested he give me a pair from stock the manager was addiement this would not happen i then said i would not leave the store without a new pair

he then said you are barred from this store,, i said good he then said leave my shop i refused untill i got new 3d glsses
he the said i will phone the police i said good so he did the police came and listened to what was said and they took no action,
and said they could not take sides but has mate said to me write a letter of complaint against the manager
this manager phoned head office and still refuse to give me a pair and then said he had none in stock ,
he had 3 pairs on demo so i asked for a loan of a pair of used demo until a new set was ordered for me still refused by this time the police were getting fed up with this i said to them i did not want to leave as this manager will have won, but i then told the manager
what i thought about this after £2000 spent in his shop 12hours earlier
i will never use comet again they take your money ,then nothing at all in customer satisfaction
i did quote the sale of goods act but he just laughed it off this all happend in the paisley store
now 11 day later i still dont have my 3d glasses samsung blame the store comet blame samsung
all for a £50 item how laughable eh.

 

[Anonymous]

I dont see why you did not grab all the stuff, go back and refund it all.

I think comet offers a 14 day refund policy?

I dont deal with them and never will due to so many horror stories cough cought (pc world-dixons currys's ect.. ) , been buying my stuff on-line for 5 years and never had a problem, and now this refund of postage thing has went through you dont have a lose, as they need to refund your postage due to distant sales.

 

[Anonymous]

canada16:
I dont see why you did not grab all the stuff, go back and refund it all.

I think comet offers a 14 day refund policy?

I dont deal with them and never will due to so many horror stories cough cought (pc world-dixons currys's ect.. ) , been buying my stuff on-line for 5 years and never had a problem, and now this refund of postage thing has went through you dont have a lose, as they need to refund your postage due to distant sales.

hi canada16
i did try this but was told the package has to be unopened and in

original packing and as the tv was not broken this would not happen just comet having it all there own way.

 

[Anonymous]

Don't buy anything of any serious value from Comet or Currys. I worked at Currys they were kind of rubbish. Except when I was there giving great advice and service. Sorry if it sounds big headed but I was proudly good at my job especially when I was only 18! I had alot of friends in Comet and they were rubbish. The problem is bad policies enforced from the top down to the public facing shop staff, miss informed staff, a dash of the old hard to work with A hole manager thats just too happy to annoy their own staff and their customers. I would love to be a whistle blower any offers for my insight? lol

 

[Anonymous]

I would get the managers name and write a VERY FRIENDLY letter to their head office about what you said.

Remember be nice, and I am sure you will get a result over this.

 

[Anonymous]

One more thing buddy I am sure if it's faulty they have to give a refund within 14 days or an exchange it open or not! How else would you have known the product is faulty until you opened it and attempted to use it?

 

[Anonymous]

Thats very true, the item was fault, just return it for a full refund, you need the glasses for it to work, which they have not given you

 

[mitch65]

canada16:
I dont see why you did not grab all the stuff, go back and refund it all.

I think comet offers a 14 day refund policy?

I dont deal with them and never will due to so many horror stories cough cought (pc world-dixons currys's ect.. ) , been buying my stuff on-line for 5 years and never had a problem, and now this refund of postage thing has went through you dont have a lose, as they need to refund your postage due to distant sales.

Having worked in retail for a number of years, that's exactly what I would have done and then see who has the last laugh - £2000 back if you please. This is the reason I buy online as you have even more rights!

 

[Anonymous]

Sale of goods act - good must be as described, and fit for purpose. Your goods were not. You have a right to a refund.

And one more thing, regardless of what the store says, all consumer goods come with a TWO YEAR GUARANTEE. See http://ec.europa.eu/publications/booklets/move/64/en.pdf for more details (page 7).

 

[shreader]

i've experienced the same problem when i brought my daughter a teac hifi one Christmas.the cd unit packed up after a day had to Wait a month for the repair my daughter was not impressed would recomend tesco's superstore at least there people are more helpfull

 

[robjcooper]

Not surprised to hear this about Comet, but surprised that Samsung weren't more helpful. Have you tried phoning them since (don't bother with their email contact-it's a waste of time). I found their customer service department were extremely helpful so I'd suggest giving them another try.

If you want a 2nd free pair of 3D glasses, try this link: http://www.samsungconnect.co.uk/. You'll need to enter your serial number onto the website. If however this doesn't work it's probably because your serial number isn't on their server yet, so call them and they'll sort it out over the phone for you. It's not an answer to your broken pair but at least it's a start.

Good luck

Rob

 

[Anonymous]

I really wish people would stop shopping at these places, comet and currys and pc world.

They prey on the weak, and seen them sell to the elderly, and they are like double glazing sales people, saying if you dont have it, your plugs could catch on fire, or if you dont spend 100.00 for a HDMI cable you wont get true 1080p

I have heard this, and refuse to shop there.,

 

[Anonymous]

i remember someone else posting on here after a disagreement with a comet/currys issue and them also calling the police - i wober if this is some management training

should brush up on their cs skills!

 

[6th.replicant]

Pretty sure you're entitled to a full refund.

Call Trading Standards/Consumer Direct for clarification and free legal advice: 08454 04 05 06

 

[LOST]

write a letter to watchdog or email them about your experience and problem , you never know they may have a lot more letters about the same store . also mention it in your letter to comet head office , im sure there do something about it then

 

[bigblue235]

As others have said, take the whole lot back, inform them that you're 'rejecting' the product as it's faulty. Don't get into the whole Sale of Goods Act thing unless you know what you're talking about, as it's easy to make a blunder.

Tannoid: And one more thing, regardless of what the store says, all consumer goods come with a TWO YEAR GUARANTEE. See http://ec.europa.eu/publications/booklets/move/64/en.pdf for more details (page 7).

Such as this. The EU directive 'guarantee' is LESS than we're entitled to in the UK. We have everything that this EU 'guarantee' entitles us to, and more, for a period of up to 6 years. 5 years in Scotland, even in Paisley

There's a lot confusion about this EU legislation, but basically this 'guarantee' is a 'guarantee' that you're entitled to certain statutory rights, it's nothing to do with manufacturer warranties.

 

[Anonymous]

The EU directive 'guarantee' is LESS than we're entitled to in the UK.

Yes, you are right, but that EU directive is something you can quickly plonk down on the counter and the manager can't argue about it. When he calls the police to have you removed, you can tell PC Plod that the manager is denying you your rights, so he must be arrested immediately! That'll scare the manager.

I believe what you are referring to is the time period that we can 'reasonably' expect an item to last. The trouble is persuading the retailer of this 'reasonable' time.

 

[martynsh1984]

The EU directive doesnt really mean much due to our own sales of good act.its a legal guarantee of your rights, not an extention of the 12 month manufacturers guarantee.

Im not going to leap to the defence of all high street stores, I work in one and know that customer service can sometimes not be the strong point. but if you look at it sensibly, the serial number of the tv is needed if the glasses were part of the tv packaging. samsung will not replace glasses if you cannot prove they were part of the same unit. The guys in comet need this info to get the units replaced for you. if not the store gets charged for them. in this case the manager or customer service team should have explained that to you. yes a return journey is inconvenient for you and if purchased online you are in your home to get this information for the customer service team. so can be easier from home admittedly.

waiting 45 minutes for samsung to answer the phone is unfortunately common, try ringing acer on a busy saturday!

on the note of calling the police. if you raise your voice in an aggressive way, swear, raise your hands or cause a scene that in deemed unreasonable, then yeah you deserve to be removed from the store. i wasnt there so i wont judge, it sounds like the manager reacted too quickly and made a bad choice.

 

[bigblue235]

Tannoid: Yes, you are right, but that EU directive is something you can quickly plonk down on the counter and Mr Twit the manager can't argue about it. When he calls the police to have you removed, you can tell PC Plod that the manager is denying you your rights, so he must be arrested immediately! That'll give the manager the willies.

Well, you'd be better plonking the SOGA down, as that's the correct legislation in the UK

Retail managers are often better informed than they let on, frustratingly, most are well aware of the SOGA. If not, they can Google! But a common tactic to get out of giving the customer what they're entitled to is to point out the mistakes in the customers complaint, then clam up. Hence why I was saying that it's best to know the facts if you're quoting it.

I believe what you are referring to is the time period that we can 'reasonably' expect an item to last. The trouble is persuading the retailer of this 'reasonable' time.

I'm just referring to the limitation period for using the relevant legislation, which is 5/6 years in the UK. The 'reasonable' time proviso applies to all of this legislation, whether you're in the UK or EU. It can be tricky to persuade a retailer about reasonable lifespan, but you can just pay for an independent report, which will have it in black and white, and which the retailer must compensate you for if the product is indeed inherently faulty.

 

[6th.replicant]

Just for good measure, why doesn't someone advise the OP to simultaneously stand on their left-leg, hum harmonies of Summertime, peel a banana with the eye-lids of his right-eye, tap-out "To be or no to be..." in morse-code with their right big-toe while writing a letter of complaint to Watchdog, Jim'll Fix It, Points of View and Gardener's Question Time

Or you could let the OP get on with phoning Consumer Direct for simple, free and effective advice that'll result in Comet swiftly handing over a refund

 

[bigblue235]

6th.replicant:Just for good measure, why doesn't someone advise the OP to simultaneously stand on their left-leg, hum harmonies of Summertime, peel a banana with the eye-lids of his right-eye, tap-out "To be or no to be..." in morse-code with their right big-toe while writing a letter of complaint to Watchdog, Jim'll Fix It, Points of View and Gardener's Question Time

Or you could let the OP get on with phoning Consumer Direct for simple, free and effective advice that'll result in Comet swiftly handing over a refund

If that is indeed the action he chooses to take, I don't see how anyone is stopping him? You made that point earlier, hopefully he'll have noted it, no need for anyone else to say it again. I offered my opinion, someone made a related point, we discussed it. Can't really see the problem with that, but hey ho.

 

[Anonymous]

hi i did not raiise my voice in anyway at all i was only
being assertive iin a legal talking way quote the sale of goods act and not letting him talk me down ,
i refused to leave the store without a new pair of 3d glasses, he then phomed the police who where very fair but they
did not ask me to leave the store as i said,, they waited a hour or so while i tried to reason with this manager
but i think he did not want to lose face with his workforce and would not budge ,
he just kept saying he has prosedures to follow the police seemed bemused by his attitude ,he refused point blank to take the tv back as it was working ok but the box was also opened he said so we hit stalemate.again so i left the store telling him i would be complain to head office this i have done i will keep you posted on the outcome so thanks for everyones comments on this issue.

 

[Anonymous]

had a similar problem several years ago with comet, bought a tv, dvd player and technics(!) av amp and speaker package, when the amp turned off and wouldn't come back on after 4 days i took it back and had to wait for it to be repaired ! after 4 weeks and lots of annoyed phone calls i went in with everything and demanded my money back. half hour later i walked out with a yamaha 795 worth 3 times the technics and a free 2 year warranty on everything! amazing how quick they act when they know they're gonna have to refund 2 grand!!!!! still wouldn't shop there again though!

 

[bigboss]

Which store was it? Name & shame it.

Write to them at:

Customer Services

Work: George House,
George Street
Hull
Humberside HU1 3AU
UK

Also send a link to this thread.

 

[bob.g]

but .......

I recently bought a 'refurbished' HP laptop online from PC World, and paid about about 50% of what I expected to pay. When it was delivered it was BRAND SPANKING SPARKLY SHINING NEW, complete with WIN 7 and backup software, but not in original box and no documentation. After a month the trackpad stopped working so I called them and next day a guy collected it and seven days later it was returned fully working. I use it every day and it's exactly what I wanted.

I know that one swallow doeth not a summer make, and I do not seek to defend the retailer, but in this instance it seemed to work OK for me.