to think it is dreadful customer service to send an entire department to briefings on the same day?

[StayingDavidTennantsGirl]

Nearly three weeks ago, my washing machine broke down - the main electronic control panel emitted blue sparks and the machine died. I rang Comet on the monday, and described the problem in clear and technical detail, so the correct parts could be put on the van.

The correct parts were ordered by an engineer, and the order was withdrawn by a manager - who insisted an engineer inspect the machine before ordering the part we all knew was needed.

The engineer duly came on the thursday, and diagnosed that yes, we needed a new control panel - and it was going to take a week to order. So we waited, and dh did a huge pile of laundry at the laundrette two weekends on the trot.

Finally an engineer arrived with the correct part and fitted it, only to find that the previous engineer hadn't spotted that two further circuit boards had blown, and the motor probably needed replacing (and was probably responsible for all the panels that had blown).

He said that it was probably not economically viable to repair the machine, and he would report that so my insurers could write the machine off. That was a week ago, and we are still waiting for them to do this.

I was told on monday that the machine was definitely being written off, and we would be contacted about a replacement within 48 hours. Having heard nothing, I rang up this morning, only to be told that the entire 'Beyond Economic Repair' department are out at a briefing meeting all day, so there is no-one who can make a decision, or issue a write-off code, or do anything of any use at all!

AIBU to think that it is ridiculous that a whole department is out of the office for a whole day, leaving customers utterly in the lurch?

Utterly self-serving bump!

Have a nice YANBU from me for the problem you are having, however YABU for expecting anything like good customer service from Comet!

Comet customer service is up there with Asda for being utter crap. I wish I could give you some advice on complaining to them, but they have this amazing knack of just not listening to you.

I hope your get your write-off notice soon

Thankyou MrsT!

It doesn't say much for their products if they need a whole department for "beyond economic repair"

That's a very good point, suesfault.

How long ago did you purchase the machine? It sounds potentially "not fit for purpose" and a repair or replacement may be covered under Sale of Goods Act... so your insurers don't need to get involved.

Speak to Consumer Direct - they are a free government funded consumer advice service if you get no help from Comet or they start mucking you about.

www.consumerdirect.gov.uk

Well - to update you - apparently the Beyond Economic Repair department doesn't deal with washing machines - so people have been telling us a load of cobblers all week. We do now have someone clued up and helpful on the case, but it is too late to get it sorted out before everyone knocks off for the weekend, so it won't be sorted until Monday morning at the earliest.

Hey ho - poor dh will have to trek to the laundrette again (I have a horrible cold and will be spending the day in bed).

YABU the company I contract for closed several departments for an all day meeting.
The reason for the meeting was to advise them they were all being put on 90 day notice for redundancy.

I know it is frustrating but sometimes companies do need to get their staff together and it is highly disruptive to them.

Hope you get your w/m sorted!

I HAVE A NEW WASHING MACHINE!!

Now the only question is, shall I break it in gently (when dh has brought it indoors from the car and plumbed it in tonight) with a load of my clothes, or throw it in the deep end with the muddy dog towels!