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Re: Comet Service & Customer Aftercare
Of course Martin ever the diplomat 🙂 there may possibly exist such an opportunity but I have no way of knowing how far certain forum members tentacles reach or over what Geographical boundries they may or maynot transcend. The other side of the coin is that perhaps someone may have volunteered to offer up more constructive help other than to merely dismiss the matter as being yet another raving customer moaning. perhaps this culture is part of the Comet service enviroment ?
Today I myself phoned Comet Service to ask some questions about the service and the policy which was sold.
PEACE OF MIND ? If something should go wrong, we’ll get you up and
running in no time. In fact, you’re guaranteed a fast,
no hassle repair service from Comet’s nationwide team of specialist engineers.Words from Comet themselves ! Today when I phoned into Comet I was greeted by a female member of staff who was very curt and offhand.
Firstly I asked why they were having such difficulty obtaining the parts, she said that the parts were out of stock.I asked her what due date was on these spares, she did’nt know nor could say.
I asked her what parts had been ordered by their engineer, she was unable to disclose that information to me.
I asked her if I could source the spares would they pay for them and send their engineer back to complete the repair. She said that would not do that.
I told her that I could get the appliance repaired by a local company within three days and send them the bill, she said they would not be paying that !
I asked her for the name of the service manager so I could take the matter up with them, she would not give the name and address of that person.
It was evident during the call that she wanted to get me off the phone as quickly as possible and she would not discuss the terms and conditions of the Extracare Policy which was in force.
I can think of no valid reason why this company is so difficult and obstructive in its approach to its customers. No Washing machine for nearly a month ! spares which are in stock at various suppliers if they had the real will to solve the issue.
I always shop at Comet as I find the staff in my local Comet very helpful and pricing which is good, I would rather deal with Comet than DSG anyday but this aftercare leaves a lot to be desired in this instance. I am sure that this cannot be indicative of Comet as a whole but I do get upset when others retort that this situation is make believe and cannot be as described.
My friend has now ordered a new washing machine being delivered tomorrow and Comet can now repair this appliance at their leisure !
Extracare ? ExtraHassle more like
Re: Comet Service & Customer Aftercare
Slightly off topic but relevant (maybe)
I have had three calls already this month from people asking for independant reports on appliances purcased from one or another of the sheds where the goods and/or service have not lived up to expectations.
Not my line of work as the fee wouldn’t cover the aggro but the trend is definitely on the up. :hmm:
Steve
Re: Comet Service & Customer Aftercare
EFS wrote:Slightly off topic but relevant (maybe)
It is, but worthy of discussion I reckon.
EFS wrote:I have had three calls already this month from people asking for independant reports on appliances purcased from one or another of the sheds where the goods and/or service have not lived up to expectations.
I think you will find that this has to do with people trying to claim a replacement appliance or free repair under the supposed six year rule thing.
K.Re: Comet Service & Customer Aftercare
I have had these as well ,one in particular was a hpt wd with a hole in the tub 18 mths old ,Currys wanted a full report with my professional opinion on what caused it .
I was suitably vague in my report but because I wasnt prepared to say it was faulty workmanship due to the 5p in the drum he refused to pay .I didn’t give any report when asked.
Largely because my question of “how much are you going to pay me to offer my opinion?” remained unanswered.
Sorry, but it’s not free when it’s being used for commercial purposes. 😉
K.
Had a samsung tv went wrong.
They came out as per appointment and ordered parts.
6 weeks later still no call rang there call centre was told that parts was out of stock had to then tell the part was instock at samsung as per samsung online portal and that I could get it with 3 days from holland.
Within 5 days they are back there finishing job.
Re: Comet Service & Customer Aftercare
Just had a request for report on Whirlpool SBS f/f that has had repeated faults.
I know where this is going and as this is within my level of expertise (got the certificates and everything) I quoted them £85 for a report and got shouted at. 😯Stuff em 😈 😈
Steve
Re: Comet Service & Customer Aftercare
Lets face it, the service you can expect from the sheds, be it Kesa, DSG or whoever, is highly unlikely to match the small independent high street business they are responsible for destroying.
But people have voted with their cash & generally prefer to spend less of it even if it means poor aftercare, such is human nature.
Having said that, i bought a Panasonic Plasma last year from Comet which unfortunately went wrong after just under a month, couldnt really fault them in their response, engineer turned up within 15 mins of estimated time (better than i usually manage 😉 ) agreed with me that a refund or exchange was in order & thats what i got (refund)
As for DSG, i find the staff in Inverness PC world pushy annoying twa*s, yet 200yds away in Currys they are generally very helpful & have exchanged stuff i’ve taken back without even looking in the box to check my story.
we’re all human beings at the end of the day…peace man 8)Re: Comet Service & Customer Aftercare
Can you believe it ! Called out to a customer yesterday to fix their Bosch Dishwasher only to be informed that this is another Comet Extracare failure ! they called us because their sick of waiting for Comet.
This customer had to wait a week before they could offer a Engineer who had to go away and order a part, this evidently was a Programmer and the customer heard nothing, they then rang in after a week to find out what was going only to be told part out of stock but they would let the customer know when they had it. That’s nearly five weeks back still no parts on the horizon ?
Long story short I have ordered the part yesterday and I am going back to fit it today as the customer has put their Extracare Policy in the bin where they say it belongs ! Well who am I to argue that ?
So that is two very like situations I know of one on my doorstep the other 320 miles west. Seems to me that there is something going wrong with Comets spares operation or that they are dealing with the wrong suppliers. If I were a Comet Engineer I would be bugged at the fact that I could not complete the job anytime soon and then have to go back a face a angry customer into the bargain.
There’s another you can delete ! that will be the end of the problem then won’t it ?
Re: Comet Service & Customer Aftercare
squadman wrote:Hi Lerch,
There must be more to it than spares delays.
can you give me a for instance with that statement ?
😕
Sorry not to come back to you sooner but most of the time we use the genuine parts and they do not give us a lead time of more than 2-3 days.
Bosch for example is normally 2 working days depending on when order is placed. Hotpoint next day.
In the case of extended warranties we are allowed to use patterned parts but where it is quicker to use gen then we will.
I would be amazed if this has gone on for along time but will stand corrected if you know better, do you have a job number ref ???
Re: Comet Service & Customer Aftercare
squadman wrote:
This customer had to wait a week before they could offer a Engineer who had to go away and order a part, this evidently was a Programmer and the customer heard nothing, they then rang in after a week to find out what was going only to be told part out of stock but they would let the customer know when they had it. That’s nearly five weeks back still no parts on the horizon ?With ref. to waiting a week it can depend on where they live and how often we cover that area due to call volumes, but bear in mind most engineers are doing at my centre anyway 10-12 calls a day which equals about 250-260 calls a day plus 120-130 samsung mods each and every day.
It is very easy to judge us when you are working for yourself because you can go anywhere for the spares, fit in extra calls because YOU control your day not some computer!!!
The other thing is on spares that we cannot possible stock major parts for all appliances but we do stock a vast range of spares to alot of products and ones that are used commonly.
Hi Squadman,
being the largest repair company in the Uk means they are bound to get more than their share of criticism.
Personally since I have been working for myself I havn’t had any customers call me when there appliance is under Comets extended guarantee, I have only had calls from customers with machines under guarantee from the Indesit group.
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