This post all revolves round the simple task of buying a new washing machine, I say simple but the reality is much much different.
Back in March our washing machine finally gave up the ghost and could not be repaired so me and my partner decided to buy a new one. We considered visiting our local electrical store but after searching online we found a wider choice of machine and started the online buying process. We decided on a machine from what we thought was a trusted retailer and paid an extra £25 for next day delivery. Our machine arrived and from the get go we were very happy with our machine, we had read many great reviews and the person we spoke to on the phone said it was a great washing machine. About a week later I was in bed whilst my partner was doing some washing before coming to bed, I was woken by a blood curdling scream. I dived out of bed thinking that something bad had happened, when I got downstairs my partner was clearly shaken but had a grin on her face so I knew it wasn’t anything life threatening. The washing machine had just started it’s spin cycle and halfway through it started shaking violently. It shook so much it threw itself about 4 foot into the middle of the kitchen.
So we phoned Comet the next day to ask if someone could come and take this death trap out of our house and replace it. I spoke to a very friendly advisor who said that it was company policy to send an engineer out before authorising a replacement. I told her that I would not be happy having the same machine as this fault could have been very serious had my 1 year old been in the kitchen when it happened. She informed me that once the engineer had seen the machine he would issue a code number so that we could get a replacement machine sent out. 4 days later the engineer came out to look at the machine and informed us that the fault was caused by its stability mechanism failing. The drum had in fact thrown itself off its mountings at 1600rpm, the engineer said that in his 10 years of washing machine repair work he had never seen it happen.
Anyway back to the lovely customer rep, I explained to her that it was going to be problem being without a machine for nearly 2 weeks (waiting for repair man then ordering a new one). She suggested that once the engineer has visited I phone them back to get the exchange authorisation number, then I should visit my local store and choose a new machine to speed things up a bit. So we ventured online and found another great machine at a great price, with the added bonus of having a further 15% off the price. Unfortunately the machine was out of stock for home delivery. So we checked the stock levels in our local store and rushed to comet to grab the last one in stock. We arrived at the store and noticed that the machine was much more expensive, the store manager explained that we were incorrectly informed that our online discount and delivery charges could be used in store.
When I got home I phoned comet to explain what had just happened and another very helpful customer service rep came up with a solution. She said that she could order the machine from our local store and use it as a delivery platform so we could get it delivered next day. This sounds very confusing but she explained that the online stock is totally separate to the in-store stock but because we had paid extra for the special delivery she would reserve the in-store machine and send the delivery driver to the store to pick it up and deliver it directly to us. This sounded great and I was left feeling very happy at the outcome, that was until the next day no machine arrived.
The next day I phoned comet to find out what was going on and they told me that no order had been made and the last one in my local store was sold the night before. Another friendly rep then suggested we choose another machine whilst I was on the phone with him and he would personally put the order through himself. So we found another machine £20 more than we had originally spent but the rep said he would refund the delivery charge and give us next day delivery for free. I asked the rep to ensure that this order was made and he stated that he had done it himself and it was definitely been ordered. The next day came and went but still no washing machine. So I phoned comet again and spoke to someone who told me that no order had been made, so yet again following another hour on hold I spoke to someone who said I should make another order. I once again looked online to find a washing machine and found a similar spec’d machine but this one was £40 more than the last, I asked if I could get a further discount due to the f**k up’s they had made. I was told that I was getting free next day delivery so I should be happy, so the order was yet again placed and I was told that my machine would be delivered before 12pm the next day.
At this point I was at breaking point so I phoned to complain about the problems, after 40 minutes on hold I was put through to the customer service supervisor who assured me that the order was made and this incident would be investigated. I asked her if she could guarantee that my order was made and I was getting my machine the next day and she stated “Yes I will personally ensure that this order is made correctly and you WILL receive your washing machine before 12pm tomorrow”.
Guess what…… No machine the next day, so once again I phoned them and once again I was put on hold for about an hour whilst they tried to trace the source of these f**k ups. They decided to place the blame with some poor soul in the stock ordering department and transfered me directly to the people who process the orders. I ordered my new washing machine and paid the extra and was told it could not be delivered the next day as the delivery drivers “are not allowed to collect anything on weekends” WTF????
So Monday arrived and finally I got my washing machine, it is a very nice machine which we are happy with. I am just unhappy by the way comet has treated me and has profited from the errors that they made. Feeling much calmer I phoned head office to complain once again about being lied to by many of its staff and to complain about the person who I complained to the first time. Their response was just great, “I’m sorry you have already made a complaint so we are unable to accept another one from you” WTF????
So customers be warned if you do decide to buy from comet make sure that you only have one complaint because you aren’t allowed to complain about more than one thing. Just makes me think that comet are just stuck up their own Uranus.
Links to various sites mentioned in this blog.