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Wonderful Comet
cbram1970
Posts: 404 Forum Member
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This company really knows how to stoop to low levels of customer service.
Received a call from a customer requesting technical support on her Television. I advised her that due to it being a Comet exclusive we are unable to provide support cause we simply do not have technical information. Part of the agreement between JVC Japan and Comet is for them to provide all aspects of support.
All the lady wanted was advice on how to retune, and wonderful or how not wonderful Comet told her as the TV is outside of warranty they can send someone round for £60:eek:
Then minutes later another customer with another Comet exclusive had same issue only this time they could not tell her where the menu button was on the remote control, they asked her to call us.
Again we have no support data, we do not see the televisions, we do not see instruction manuals, we do not see remote controls and this is why Comet are responsible.
Their store staff from advisers on the shop floor to store managers to technical support staff are useless.
How this Company remained on the high street is beyond me.
We get calls on a daily basis about Comet exclusives and are sick and tired of that stores complete incompetance.
They use an 08712 number 10p per minute robbing bastards for then never to offer support how wonderful they are ! NOT
Seems the only way to wake a company up is to publically bash them !
Received a call from a customer requesting technical support on her Television. I advised her that due to it being a Comet exclusive we are unable to provide support cause we simply do not have technical information. Part of the agreement between JVC Japan and Comet is for them to provide all aspects of support.
All the lady wanted was advice on how to retune, and wonderful or how not wonderful Comet told her as the TV is outside of warranty they can send someone round for £60:eek:
Then minutes later another customer with another Comet exclusive had same issue only this time they could not tell her where the menu button was on the remote control, they asked her to call us.
Again we have no support data, we do not see the televisions, we do not see instruction manuals, we do not see remote controls and this is why Comet are responsible.
Their store staff from advisers on the shop floor to store managers to technical support staff are useless.
How this Company remained on the high street is beyond me.
We get calls on a daily basis about Comet exclusives and are sick and tired of that stores complete incompetance.
They use an 08712 number 10p per minute robbing bastards for then never to offer support how wonderful they are ! NOT
Seems the only way to wake a company up is to publically bash them !
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Comments
Nigel when a company accepts responsibilty to offer all aspects of service in return for having our brand name in their stores, it is expected that they should actually adhere to the contract. If they cannot then they should have not signed the contract, also we are not being paid to their job :rolleyes:
I have expressed my views to the company I represent, and they say yes Comet are responsilbe for everything. As you know views of staff are never taken into consideration, cause management do not handle the customer calls, maybe if they did heads at Comet would roll.
So as that approach is not working here I am
In all honesty if I was JVC Japan and knew of the problems Comet cause, then the contract would be pulled and products would be supplied to a more worthy retailer
Presumably Comet were chosen because no more worthy retailers were interested?
Probably have to agree in principle, but it is so frustrating for us not being able to help customers who are really unaware they have brought a Comet exclusive, but then again it shouldnt be us to help when Comet are paid to.
Add another caller who had a dead Comet exclusive which was still under warranty and they said sorry nothing to do with us contact the insurance company which is D&G. Oh dear D&G only assist once the 12 month warranty has expired. Comet need some real and very harsh lessons in consumer rights and consumer law !
Fainess to D&G and they referred the customer back to Comet
If Comet carry on treating customers like this, which is why I am highlighting the problems publically, then they have 2 options change or fail, and cease trading.
Onto the OP's post. If you buy a car and the starter motor goes wrong, you take the car back to the dealer that sold it to you not to the manufacturer of the starter motor.
This is a simple principle, ergo, your TV goes wrong it should be down to the retailer who sold you the TV to fix it.
What's the problem here?
retuning a tv is NOT a warrinty subject, as any eletrical store should give out advice, perhaps not for a specific product
and perhaps there should be big red and bold lettering on packaging telling people to READ THE MANUAL:D
Again and this is clear enough Comet seem to sell a product then never provide the after sales service in this instance they are contracted to DO!
I have informed my managers who dont seem to be interested, I have spoken to Managers at Comet again not interested, so maybe if I highlight the problems people have in a public forum they will get a grip and start to fulfill their contractural obligations.
But I doubt they will do nothing cause that is just their way, I mean a company that also made illegal copies of Windows operating systems speaks for itself
Should add my comments are those of my own opinion and not that of the Company I have represent