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Help, what do i do now?
My samsung unit broke down after just 13 months( just after the comet 12 month warranty expired ), I contacted comet who sent an engineer out and a week later they have written it off ( broken compressor ) is that all it takes to write it off ?
only to find out this product is discontinued so cannot have a replacement
Comet will not give a cash refund, they offered vouchers, but i dont want them, i just wanted a REFUND. I had to buy a new fridge to keep my milk cold, it’s been four weeks now and still no better off.
Comet will not come and pick the old unit up unless I agree to accept the vouchers, what s all that about?How do I contact Samsung.
Is there anything I can do now?
It is still under the 24 month Samsung warranty.
This is not a put down of Samsung as I have had many of their products in the past and I have been very happy, I am very unhappy with the Comet after sales and service department.What should I do now?
hang on
a refund? the fact that youve had it 13 months counts for nothing?
if your gonna ask advice , please make us aware of the facts
comet wiil, and do give the monetary value of your appliance back to you in the form of vouchers, its the same thing… go to comet and buy a suitable equivalent
they arent being unreasonable, its about keeping losses down.. what do you want them to do? give u cash back so you can go to currys? its no different to you selling something on ebay, it going faulty and you give them their money back.. that machine will have cost them money!
aint that simple mate, not at all, i work for comet, and ur lucky they recognised the fault for you, now play fair, thake the vouchers and go and buy yourself a fresh appliance, itll cost u nothing, probably less, and you’ll have a warranty
no need to be unhappy with comet, they dont make thte applainces do they?
Re: samsung RS20CCMS5 american fridge freezer
Hi
Your appliance comes with a 2 year warranty from samsung,a compressor failure does not justify a write off,contact samsung on 0870samsung and the appliance will be repaired under warranty.
Comet does have this habit of not informing customers that appliances do have more than 12 months warranty for some manufacturers dur to them wanting to sell there insurance policies.
Bryan
trust me that is incorrect bryan.
chances are, it would be summinka lot worse than compressor failure, theres probably more to it than just that.
theres no way comet would give an sed to a machine 13mths old if it was just that, it would have had a compressor
Re: samsung RS20CCMS5 american fridge freezer
Seems we have a disagreement on procedure – however, if the appliance is guaranteed for two years then the responsibility to rectify the fault is with Samsung not Comet retail (although Comet have a duty to the customer). As R600a has indicated they would not write off an appliance for a compressor. On the other hand if it is more than this and a very expensive repair then they have an option to replace with a similar product. Seems however (and we appreciate your predicament having bought a replacement due to delays in Comet) that you are being offered vouchers – now you either take the vouchers and spend them on something else or take on Comet. Samsung have the responsibility to repair or replace nothing more. Comet have the responsibility to you as their customer.
nope, comet do have a responsibility to repair or replace the appliance.
its policy, since theyve adopted the bought out guarantee policy, the responsibility lies at their feet
either way, id be surprised it theyd wrote it off for a compressor, a relatively easy repair. its strange really, working for them, i know how keen they are to get the things working again
Re: samsung RS20CCMS5 american fridge freezer
I get your points, thanks for the “helpful” replies.
But issues still outstanding.
1, No formal letter stating product written off or report stating exact reason.
I had to call the engineer to find out what was going on as Comet did not call me or write to say why the engineer had not returned after his first visit.
Even though I was booked in and waiting for the engineer to turn up with a new comprssor( he said he was ordering it and would fit it a week later) I’m upset that I took the day off work to sit at home ( not getting paid)waiting for the comet engineer, when one week earlier comet had written it off, but didn’t have the maners to call or write to me to let me know…. it just goes on and on, I’ve wasted so much time..2, Replacement not possible as product discontinued, closest product costs another 200 pounds and i’m expected to pay the difference. Why? it’s still under the samsung warranty?
3, I contacted comet as first point of contact, as it asks me to do in the warranty document, I will now contact Samsung to see what they have to say about it ( again it’s still under the samsung warranty).
4 , yes it did last 13 months, but that’s got to be less than half it’s life span ?
I will let you know what Samsung say, I expect they will have more to say about it..
Re: samsung RS20CCMS5 american fridge freezer
Hi All
As a samsung direct and through work provider the work that is coming through samsung for purchases from Comet has been steady and if a Comet customer contacts Samsung the 24 months warranty stands.
Samsung wouls repair even if the appliance required compressor,evaperator,evap cover,heater.
As a compressor is a fairly well simple repair it may well be that the engineer wanted a early finish.
Bryan
well said bryan
someones gotta take responsibility somewhere
ive never seen a blocked samsung, nor an internal leak, in fact, system wise, they tend to be extremely reliable… so id say the compressor (which is easy on a samsung, lots of room, easy fitting,etc) isnt actually a bad job
even though im a comet engineer, id think someones made a bad decision, and id insist on a repair
Re: samsung RS20CCMS5 american fridge freezer
hi just thought i would add my say
i found comet to only tell customer samsung only carry one year so they can sell extra insurance and i agree that i would say comet engineer wanted a early finish.
i also work for samsung and they will fix every thing no matter of cost (2 yr warranty)amazing that
cos i WORK for comet and all our job sheets state 2yr warranty, and customers know fine well they do
not gonna argue this point anymore
Re: samsung RS20CCMS5 american fridge freezer
The last comment is nonsense. When you bought the fridge freezer you did so in good faith and expected it to carry out the function it was meant to and last a reasonable length of time. I.e. 5 years approx. regardless of any warrantee your wrights are protected under the “Sale of Goods Act”. Contact the CONSUMER AFFAIRS office. They will tell you that your contract is with Comet. They MUST give you 1) a new replacement, 2) a reliable repair, or 3) a CASH refund. It’s then up to Comet to seek compo. from their supplier. Don’t let them away with it.
Re: samsung RS20CCMS5 american fridge freezer
nowalkover wrote:When you bought the fridge freezer you did so in good faith and expected it to carry out the function it was meant to and last a reasonable length of time. I.e. 5 years approx. regardless of any warrantee your wrights are protected under the “Sale of Goods Act”.
Absolute nonsense.
Go and read the act, at no point does it offer a minimum or maximum period which goods should be reasonably expected to last.
Any warranty offered by the manufacturer or additional warranty by the retailer is over and above your statutory rights as a consumer, read almost any warranty terms and it will have those words on it as it is not a substitute for the rights given under the Sale Of Goods.
The act clearly states that good should be expected to last a reasonable length of time, yes. It does not however state what that period is to be as it is not a guarantee of “durability”. It does not offer protection against breakdowns, wear and tear or damage caused by misuse, mis-installation and a host of other little things.
What this means, really and not the half truths posted here and in much media, is that you have no right whatsoever to a free of charge repair or replacement. If you are offered such a thing, unless there is a design failure that is proven, i.e. with a recall, the initial contract terms were not adhered to or along those lines, then it is at the discretion of the manufacturer and/or retailer. Your first point of contact is with the retailer, always, as that’s who your contract is with
The retailer, if they do chose to refund, can deduct from the original sale price a reasonable amount for use as well, they do not have to offer a full refund at all.
Basically, what you suggest here won’t work.
But if you think about it, it’s just common sense really.
If you asked at the point of sale for a freezer that was guaranteed to work for five years then the retailer would have advised that that there was an additional cost to insure against that risk, a five year warranty. If YOU as the consumer choose not to pay for that additional warranty or not to specifically request that requirement as a part of the contract of sale then I’m afraid that, to a large extent, caveat emptor applies and it’s your problem.
K.
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