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Right of Reply email sent
25/06/2008
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Right Of Reply: Comet
Received 30 June 2008
Responding to: Mr D Louttit
Published : 01/07/2008
Once a fault is reported to us every effort is made to try and resolve any problems
as quickly as possible. I have discussed this matter with our service centre manager who has advised that an engineer's visit was arranged and after the unit was inspected the product was authorised for an exchange without delay. As I'm sure you can appreciate, in order to process a food claim the loss must be sighted. If you would like to submit an itemised list, with prices, of the freezer food lost our service manager will consider your claim for reimbursement based on the capacity of the unit. Our records show that your Beko fridge freezer was a clearance model sold at a reduced price as agreed and signed for by yourself at the time of purchase in March 2008. Therefore, a refund of the purchase price you paid would have been processed when you returned to the store to exchange your unit. However, as you requested a pristine replacement any additional cost incurred would be the responsibility of the customer. I understand as a gesture of goodwill a discount of £30.00 was authorised by the store manager. However, I enclose a cheque for an additional £20.00, which I hope you will accept as a further gesture of our goodwill towards the replacement cost of your new fridge freezer. Our next day delivery service is very popular and I am sorry that it was not available in this instance. I have discussed this matter with the store manager who advised that there are some restrictions, which is why customers are requested to ask for details when in store. Please accept my sincere apologies if we failed to meet your customer service expectations and for any inconvenience inadvertently caused. Yours sincerely Managing Directors Office Editorial Comments
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