Health Warning! Just drive on by...

Mrs Custard and I went to Comet to take back my netbook which had a faulty screen and the following dialogue ensued:

Us: I'd like a refund please as this is only 7 months old and is faulty

Sales manager: we can't do anything about that, you'll have to call Samsung

Us: But you're the retailer, we bought it from you

(a bit later)

SM: Alright, we'll take it for you and we'll call Samsung. You might get it repaired or you might get it replaced

Us: I don't trust the product any more, I'd like my money back. And I don't trust your repair process as you tried and failed to repair my microwave last year, so what hope is there for my laptop?

(a lot, lot later)

Store manager: You've got two options: either take the netbook away with you or we'll contact Samsung for you. Or if you won't leave the store I'll have to call the police.


Now neither I nor Mrs Custard have ever experienced a customer service conversation that ended with "I'll call the police." Absolutely gobsmacking after what we thought was a level-headed conversation. What a cracking finale!

Clearly instant profit is more important to this organisation than customer satisfaction or lifetime customer value.

So, a health warning from us: don't buy anything from Comet as the "guarantee" isn't worth the paper it's written on. I'm off to John Lewis next time!!