Hi guys/gals,
I know Comet isn't the place to purchase enthusiast hardware but please read the email i sent to them today for a summary of how bad my experience was with them, AVOID at all costs!
Dear Comet,
Firstly, may I request that this email is not responded to
with a typical pre-written approved response, I would like this to be viewed by
someone in seniority.
Yesterday I had one of the single-worst and most
embarressing experiences of my life in your store in Hanley, Stoke-on-Trent.
I purchased a Toshiba TV (32AV505D) on my credit card at the price of £399.99
on Friday afternoon for my friend who in attention purchased a £129.99 extended
warranty for the TV and a £30 accessory. We originally intended to purchase an
LG 32LB75 as we'd read good reviews on this model and met the specifications we
required.
Sadly upon arrival we discovered that this model was
discontinued but as wished to purchase a TV that day we asked a sale's person
for assitance on a similar priced/spec model that achieved excellent results
using an Xbox360 via HDMI, we were reccommended the above model. We purchased
it as it met the specs and took it home eager to try it out. Upon trying the TV
we were astonished by it's lack of quality in regards to the colour output and
visual refresh rate. As the TV is used purely as a display for the XBOX360 we
were terribly disappointed by what appeared to be ghosting effects when an
image moved at speed on the screen, it left a black shadow behind it.
As we have a 2 year old LG model that cost the same price
that gave a vastly superior image display we were not prepared to accept the
poor quality of this unit and planned to return it the next day. Upon arriving
at the store we were grilled as to what the 'fault' was by your returns staff.
We explained that there was no fault, but the actual quality of the TV was
simply unacceptable and had we had it demonstrated on a HD source prior to
buying it we certainly would have chosen another model (nice how a TC store
runs HDTV's on analouge signals in store to demonstrate their 'quality', good
job!).
We were informed that as there was no fault we couldn't get
a full refund and would have to pay a 10% restocking fee (£39.99 in this
instance) which I was 100% not prepared to do as I felt deceived by your
staff's reccommendation and felt this product was terribly inferior compared to
other models of similar age and price. A modern TV should not be affected by by
image blurring, ghosting or image tearing via an HD source, absolutely abysmal.
Your staff went through the process of testing the TV via analouge, via
upscaled DVD via HDMI despite being repeattedly told that was not the issue and
I finally pursueded a member of staff to demo the problem on an XBOX360 via
HDMI.
This is where things get incredible. As there were no demo
units with HDMI available this gentleman preceeded to open up a brand new
XBOX360 for us to test...... does this make sense? Let's charge a customer a
10% restocking fee but open up brand new products that cannot be sold now at
full-value to make our point on our returns policy! This I simply could not
believe and I will be speaking to Microsoft regarding this as I have been
informed that because this didn't leave the store it will be sold at full
price. Absolutely pathetic!
So, at this point Jason the store manager has joined us to
discuss the issue (1 hour later I might add) as we demostrate our issues with
the image via Xbox360, myself, my friend, his mother, brother and sister were
all present to illustrate the issue but it was being completely ignored by the
staff reviewing the problem, all they saw was that an image was being displayed
and not the issue we had with the definition (or lack of) of the image. At this
point I had argued with the Store Manager for 30mins who refused to back down
on his stance on refund but would give me a 'Full Credit' if I take another
item in store (what a load of cobblers your 10% charge is then) which I may
have considered as I need a new laptop but after the terrible service I
received I did not wish to do business with Comet again. At this point I did
not want to deal with the store manager as I felt his attitude was unhelpful
and showed no apathy for a customer in distress, he was more concerned with
upholding a policy than disfusing the situation.
I asked him if I could have the number for your customer
services to which he provided me with an 08705 number, I politely asked him if
I could have the local number as I did not wish to call a charged line from my
mobile, he repeatedly declined so I asked if he could ask someone at the head
office to call me. He enquired on my behalf but they do not make' out calls'
apparently, nice attitude again. Eventually he succumbed and gave me the local
number in Hull, I tried to ring this 5 times in a 10 minute spell and
repeatedly received a response saying to call back later, so I caved in and
called the 08705 number, which gave me a completely different recorded message,
so this became apparent that I had been lied to by the store manager and he
gave me an incorrect number.
I get through and spend a few minutes explaining the issue
to a member of staff, as soon as I mention i am at the store, they cut me off!
No warning, just cut the line dead. So after 2 hours of diplomatic discussion
and patience I am now getting ticked off, it's one of the hottest days of the
year and I'm persperating terribly, half the store is aware of what is going on
this point and it's causing embarressment and your store manager has walked off
to pick his nose at the front of the doors and greet people.
I make another call and I'm later cut off again and given
attitude by the lady I spoke to on the phone, I'm really upset now, I get the
attention of the store manager again and inform him, "I've been treated
terribly and been here for over 2 hours, you must realise I'm not going
anywhere until this dealt with?" At which point he proceeds to go behind the desk and dial 999. Can you believe
this? He says to the operator 'this man refuses to leave the store' when I
hadn't once been asked to leave, I hadn't once shouted or swore at this man or
any other member of staff when the situation probably warranted that I did so.
At this point I'm broken my resolve is leaving me but I wait 30mins to see if
the police would arrive as I wanted to speak to them myself, they never showed,
but my friend was now 1 hour late for work and said he'd pay the fee and just
get it sorted, so we did and left.
I am now however extremely upset with how I have been dealt
with as a customer with a genuine dispute, I am quite within my rights to
complain at the store and not expect to have the police called when your inept
store manager can't handle the situation, even the staff there said to me and
my friend that the manager was out of order, you're own staff! I have 4
witnesses to the fact of how poorly I have been dealt with and to the problem
with the TV that we raised initially.
Now I am £39.99 out of pocket because of your Store
Manager's refusal to help me, although it's OK for them to be opening up brand
new XBOX360's to make their point? Why not just refund me and stop making
yourselves look so childish.
I am writing to you in desire of the following;
1. Refund for £39.99,
2. A written apology from your Store Manager and/or higher
management from Comet, this man cannot be allowed to call the police over a
civil grievance if he cannot handle it and needs to be dealt with internally,
are you going to put all your customers in fear of returning goods by threatening
police action?
3. Compensation, I have been threatened/intimidated to back
down from my complaint with threat of Police intervention. This is unacceptable
and morally wrong, what a waste of emergency services time!
You have 1 week (Sunday
18th May 2008) to respond to this complaint to my satisfaction or I
will begin proceedings on the following measures;
1. Speaking to the editor of my local newspaper (I have
friends in journalism who would love to hear about this).
2. Speaking to Microsoft regarding your sale of opened/2nd
Hand Consoles as brand new
3. Contacting my local trading standards office as well as
consumer direct for advice on how to claim against you.
4. Contact my solicitor to claim liabel damages and
deformation, I have been accused of breaking the law when I clearly had not
done so, your security videos will confirm this.
5. Contact every Audio/TV/Video enthusiasts website and
forums to ensure people are aware of your approach towards customers.
6. Write to each of your board of directors for a response
to let them know just how poor their company is being managed in the field.
I eagerly await your response, you can contact me by email
or preferrably post or telephone.
Yours Sincerely,
Mr Matthew Lambourne,