- This topic has 51 replies, 20 voices, and was last updated 16 years, 1 month ago by
.
-
Posts
-
Friend of mine located in a different county was telling me that their Hotpoint WF Series had broken down bearings gone. Having taken extended warranty out with COMET they requested a service visit. Took a week to get an engineer out, once he arrived he diagnosed bearing failure and said he would order the necessary parts, job booked with customer for following Monday, come Monday by late morning no engineer had arrived, customer then rings Comet to find out why no one had as yet arrived as they had taken the day of work to wait in. Girl on other end of phone cannot find the parts ordered or the job !!!! then suggested the customer rings another number to complain.
That they did, they were told someone would investigate and get back to them, no calls came, next day they ring again and this time get told the parts have had to be ordered and could take 14 days to arrive !Three weeks later still no parts on hand, customer calls and really complains and is told there is nothing that can be done the parts are out of stock and a investigation cannot be made until a full month after the first call was booked.
What a bloody shambles Comet is, they expect a customer in a rural area to go without a machine ( no local Laundrette ) they have told the customer they cannot directly contact the service department as they dont take calls from customers and that all communication must be through the central service number which evidently is manned by half wits who have no idea what is going on 🙁
If my friend was closer I would have the parts next day and go round and fix the machine. Anyone know what the rules are in such circumstances as Comet are not saying they wont repair only that they cannot repair due to their suppliers not having stock, whoever they may be ?
Stories like this are common with customers who have extended guarantee’s.
This type of unfortunate thing is not just a Comet fault, not alot you can do if its out of stock.Strange its out of stock as I know Comet use Masterpart and Qualtex.
not likeley to be wholey accurate im afraid
i work there remember, and i think thats been made to look a whole lot worse than it is/was
jobs dont dissapear, theres guidelines and rules.. customers pay little attention then kick off when they dont hear what they want to.
im not gonna start an argument. itll drag on and on, and get messy
i know what you posted is incorrect.
Re: Comet Service & Customer Aftercare
I tend to send customers to comet for replaement appliances as i just cannot compete on price.
Reason i send them there is they usually have a product in stock and results in a quick turnaround for the customer. ( send lots of customers there,not had no bad press from it,and don’t get me wrong i don’t like or dislike comet nor do i use them personally).Went to a customer just before xmas who had a hotpoint 14 months old purchased from curry’s,main drum failure,smart well looked after house just like the washing machine ( looked a day old it was so clean ).
Advised customer to have a whine at curry’s ( but without losing temper ) and see if anything can be done as it had a sealed drum.
Curry’s decided to compensate the customer and i now own their machine FOC.
All seemed to be done within a week and i had a call from curry’s for a engineers report within 2 days of the customer complaint.
Now don’t get me wrong again, i don’t use curry’s , can’t stand curry’s and also dont get the “gist” of their staff as in past experience they tend to come across as complete idiots ( my thoughts only ) due to their LACK of knowledge.
The only thing they seem to be clued right up on is extra insurance gossip.
i think most the time its all down to how nice ya get your gripe/whine across.
I dunno!
anyway thats another angle/story for ya.
Re: Comet Service & Customer Aftercare
Again do not want to start an argument but I have to agree with helo_75 as I also work there and cannot see it going on that long.
There must be more to it than spares delays.
Re: Comet Service & Customer Aftercare
helo_75 wrote:not likeley to be wholey accurate im afraid
i work there remember, and i think thats been made to look a whole lot worse than it is/was I know what you posted was incorrect
Really ? Unless you are involved in this particular job how would you know if its correct or not ?
Connect have stock of all the parts to complete the repair, Comet do not and according to Comet Service their suppliers do not have stock and that is what Comet have told the customer.
So there is no more to it other than Comet expect the customer to wait weeks for spares to arrive which are lets face it, spares that are regular fast moving parts. This is not a case of some customer whining or exaggerated claims either, Maybe there is a problem with the service operation in this particular location as this same customer had a whirlpool condenser dryer three months back that required repair. When Comet or their insurers sent out a ( engineer ) he did’nt know what he was doing ! He firstly diagnosed a PCB failure, he said that he would order a PCB, this same customer heard nothing more until they phoned only to be told that the spares were on order and they would be contacted when in stock. After another week the customer was phoned and told the spares had arrived and the same ( engineer ) would be back out. When he arrived not only did he have the PCB but also a heater assembly and some stats.
He then fitted that little lot and the appliance was still faulty ! on both visits he kept ringing somewhere and speaking to someone about the course of the repair.Now I am not saying this was Comets own service engineers but maybe a third party service agent instructed by the insurance company handling Comets aftersales work, eitherway as far as the customers are concerned they take the insurance out at Point of Sale and its Comets name on it.
Sorry to disagree with Helo 75 on this and before it starts I am never suggesting that that Comet Engineers are anything other than professional but in this particular case something has gone very wrong.Re: Comet Service & Customer Aftercare
It’s like the Iraq war or, any other….
You may not agree with what the politicians (higher management) say, who call the shots and send everyone to war.
You may not agree with the management’s (generals et all) tactics or general view of the battle.
You may well have units that under perform in certain areas and fall over.
But what you can’t argue is that the poor grunts on the ground that are given the orders to carry out do so to the best of their abilities with the constraints and limitations that are imposed upon them by the above.
K.
Re: Comet Service & Customer Aftercare
It’s a big organisation – the odd one is bound to slip through the net occasionally. It does not reflect on the individual repairer in anyway; more the support systems he has to work with.
Penguin45.
Re: Comet Service & Customer Aftercare
Kwatt said: But what you can’t argue is that the poor grunts on the ground that are given the orders to carry out do so to the best of their abilities with the constraints and limitations that are imposed upon them by the above.
Oh yes I agree with that entirely, mate of mine left comet service recently because of the internal disorganisation, inflated requirements of the workforce, disgruntled customers that he had to deal with directly in the line of fire.
Glad I am doing it for myself and not at the mercy of these Generals and their clueless support
Re: Comet Service & Customer Aftercare
squadman wrote:
Really ? Unless you are involved in this particular job how would you know if its correct or not ?Connect have stock of all the parts to complete the repair, Comet do not and according to Comet Service their suppliers do not have stock and that is what Comet have told the customer.
.
no, and neither are you, but you seem to know ‘ its correct’…ur just goin off what someone has told you, and im saying its probably not as bad as its been portrayed
Re: Comet Service & Customer Aftercare
Well Helo_75, I am afraid that it is ! As I have stated already this is not some rambling customer telling me this but a personal friend and they asked me for some advise on the matter. Therefore I have been following this from the very start and its a fact that Comet are unable to supply the parts required after three weeks and cannot provide any information as to a due date for the parts. All they say is that after a predetermined period the matter will be subject to review and investigation, so these are the facts of this matter and I am aware of what has transpired from the start to where it is now.
Perhaps you can explain why after three weeks Comet don’t have the spares to complete the job ? and also explain why they are unable to provide a future date for the completion ?
Is it common practice to tell customers they cannot speak with the service manager to complain ?
Re: Comet Service & Customer Aftercare
Hi Lerch,
There must be more to it than spares delays.
can you give me a for instance with that statement ?
😕
Re: Comet Service & Customer Aftercare
You can just feel the L-O-V-E in this room right now can’t you?
Now I have spotted in this thread what could have been the perfect ‘trade to trade’ opportunity for Squadman to contact Helo_75 and ask if he knows who his friend may contact within the Comet organisation? A person there who may look into the matter just to see if anything further can be done to resolve the situation more quickly?
A sort of ‘not what you know but who you know ‘ process that works so so well in other fields of commerce. A kind of “…..tell you what! I’ll have a word with my mate Helo_75 to see if he can help us out here?”
But, hey ho, carry on, do please pardon my intrusion, just a thought that’s all……………
:popcorn:
Re: Comet Service & Customer Aftercare
Question….what do we think the part involved was ? 1604473 or the 1604600. If it’s a Hotpoint part Comet service centres are supposed to buy direct from Hotpoint, with a delivery the following day.
It certainly could be the case the hotpoint were out of stock, and if they are I would have thought the procdure then would be to find the part elsewhere. I am pretty sure they have not been out of stock on these two lines.Re: Comet Service & Customer Aftercare
Martin wrote:
Now I have spotted in this thread what could have been the perfect ‘trade to trade’ opportunity for Squadman to contact Helo_75 and ask if he knows who his friend may contact within the Comet organisation? A person there who may look into the matter just to see if anything further can be done to resolve the situation more quickly?
What would be the entertainment value in that though ❓
- You must be logged in to reply to this topic.