Which research reveals that staff at Comet and Currys are still not completely clued up on consumer rights.
Which? visited two branches each of Comet and Currys in a repeat of an investigation we did last year to see if this time we would be given the correct advice on what to do with a faulty fridge just past its one-year manufacturer guarantee. Under the , if a product is reasonably expected to last longer than a year, as we think a fridge is, the shops should offer a repair or replacement if it was proven you didn’t cause the fault.
The Which? shops survey of more than 14,000 customers tells you the top places to shop for your electrical goods – find out how Comet and Currys fare against competitors such as John Lewis and Richer Sounds.
Comet and Currys give poor advice
In both branches of Currys, staff were insistent they couldn’t do anything to help. One branch of Comet said we would have to pay for an engineer call out, but we weren’t liable for repairs if it was proven we didn’t cause the fault. But another branch told us that we would have to pay for all repair work.
We put our findings to the two chains. Comet told us it offers free of charge inspection for goods up to 18 months old and last year revised staff training on the Sale of Goods Act. Currys also said it had updated staff training and it endeavoured to deal with issues either itself or by referring to manufacturers.
Take a look of our video of offering poor advice on PVRs as part of a follow-up to our shop floor knowledge investigation.