[Closed] Comet warranty support is rubbish

Comet in rubbish after sales support shocker.

I had a similar issue last year (also with a vacuum cleaner) the store manager was arsey beyond belief and simply wanted us to go directly to the supplier etc.

Go back to the store and strt kicking up a fuss in public. make sure you get the manager dragged out from his office and start quoting the sale of goods act at him.

You have your rights, use them. Outright ask them if they are refusing to honour your rights under the sale of goods act. Ask for full names and positions everyone you have dealt with. Ask for the area manager's details, ask for the CEO details the customer services director and a bunch of other random high positions. Make it clear they are wrong and you will not roll over. Make a fuss andyou will walk out with a full refund. They are fobbing you off!

Oh, TJ will be along in a minute!

[url= http://webarchive.nationalarchives.gov.uk/+/http://www.berr.gov.uk/whatwedo/consumers/fact-sheets/page38311.html ]Assuming the usual suspects haven't arrived yet[/url]

they said I need to contact Panasonice directly.

They're lying, and they're breaking the law. Your contract is with Comet not Panasonic, it's their responsibility to resolve the issue within reasonable time, at no additional cost to you and without causing you any significant inconvenience.

Its not exactly clear cut

Oh, it is.

on the vaccum there is a sticker telling you not to take it back to store.

It may be preferable not to take it back to the store; ie, you might get a faster turnaround dealing with Panasonic directly. But, they cannot waive statutory rights; that's what 'statutory' means.

I think in your case I'd be demanding a refund under SoG Act due to it being inherently faulty.

Your contract is with Comet, they shouldn't be referring you to anyone else, they should be dealing with the warranty claim on your behalf.

Their website states:

All Comet's electrical products come with a minimum 12 months manufacturer's guarantee, so if your product breaks down or goes wrong in that time we'll repair it for free. If we can't repair it for any reason we'll give you alternative product instead.

Nothing in their policy about the customer having to send it anywhere or liaise with 3rd parties ... Comet commit to doing all this for you, or giving you a replacement.

However, in the FAQ's, Comet say:

For all vacuum cleaners others than Hoover, Morphy Richards and Vax models, please return to your local Comet store with your product and receipt. The Comet Customer Help Desk Team will test it and either send it away for repair or exchange it (subject to the guarantee)

And

If you have a Hoover, Morphy Richards or Vax model, please contact the manufacturer ...

So even their own website gives contradicting information.

Helpful. 🙄

Go back to the store. You're just going to have to stand your ground and not accept being fobbed off.

So even their own website gives contradicting information.

They can write whatever policy they like; they cannot waive your consumer rights.

Any old store or the store I bought it from?

However I do think the friendly repair shop I bought it from will be more helpful.

I bought a vacuum cleaner from Comet about a month ago and its developed a fault

However I do think the friendly repair shop I bought it from will be more helpful

Er. Eh?

I do think the friendly repair shop I bought it from

Your contract is with Comet; I don't see why you'd have to take it to the same store.

There's no way you should be going to a third party repairer, and no way you should out of pocket. The goods were not of satisfactory quality, it's an inherent fault and the onus is on Comet to prove otherwise. [i]Comet are legally bound[/i] to repair / replace / refund at their expense and without inconveniencing you (ie, if they're going to send it away for a month, they should be giving you a replacement).

EDIT: wait, what? You bought it from the repair shop, now? Was that a typo / is it a refurbished unit? You can't buy a second-hand unit and then go marching back to the original retailer when it doesn't work!

Pieface - Member
[b]I bought a vacuum cleaner from Comet[/b] about a month ago and its developed a fault

Pieface - Member
Any old store or the store I bought it from?

However I do think [b]the friendly repair shop I bought it from[/b] will be more helpful.

Come on! I NEED TO KNOW WHERE IT WAS BOUGHT!
Its almost as interseting as eastenders but phil being grassed up by his own son was bad enough and now hes getting duffed up in the clink.

Oops. The local repair shop are the ones acting on behalf of Panasonic (or is that Comet).

I bought the hoover from Comet.

Read this.

http://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange

Pieface - Member

I bought the hoover from Comet.

I bought something from Comet (or Dixons, same difference) before Christmas from their online store. It was completely different than the description (many features weren't there as claimed). It took me over an hour arguing on the phone to their 'customer support' team before they took it back and refunded me in full - they claimed I had *accepted* it by using it. I pointed out (repeatedly, for over an hour) that before I used it I couldn't tell that the features weren't there.

Useless.

Comet warranty support is rubbish

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I love Comet, they are shocking!

I bought the misses a new laptop from them last year, got a good deal, bought it in store, got it home and the battery was missing.

Bit of a surprise and annoying but no big deal, so instead of going straight back to the store phone up "customer services" and quote them order number and receipt details I got from the store and asked them just to send out a new battery.

Got told I had to go to the store, never mind I can accept that, drive 30mins back to the shop tell them the issue, they say no problem, it's more than likley been nicked by the staff! But they will nip out the back and get one.

They don't have one, OK not a problem just order one for me and send it out, we can still use the laptop plugged in for the time being. Store manager then tells me he can't order one in store I will have to phone up customer services.

Getting annoyed now, but what can you do, called from the store with the manager and they tell me of course the store can order it, its just stock, manager gets on the phone and they have an arguement for 10 mins until I am told that the store can't order one, and neither can customer services and that I should buy one direct from the manufacturer.

At this point I have actually lost the will to live so just order it, came next day, Comet refunded the cost and my rather large inflated fuel bill to getting to and from the shops.

Basically they are completely useless. Wish I could find the sarcastic email I sent the big boss at Comet, enjoyed writing that 😛

Took a faulty Asus tablet back to them the other week, they tried it on with me saying I should contact Asus directly. Threw a bit of a wobbler and refused to back down so after about 10-15mins they took it.

Since then I've had the Comet customer services ring up tree times just to confirm details, update me confirming I was right in the first place about the and now that its gone back to Asus (via them) for repair. So it is a wait and see on if it gets fixed plus get all the box contents back too.