Mijn Klacht:

In June 30, 2022 we bought a Samsung washing machine from Coolblue. https://www.coolblue.nl/en/product/870435/samsung-wd80ta049be-8-5-kg.html On Feb 19, 2023 the drum was stuck, it wasn’t spinning anymore. On Feb 23, 2023 we called Samsung warranty number and they said they will send a technician to verify the washing machine. He came on March 2, 2023 and submitted his findings to Samsung, that the machine cannot be repaired, wait until the next Monday for his finding to enter their database and he told me to call the Samsung customer service number 0889090100. Between Mar 6, 2023 and Apr 12, 2023 I called at least 8 times and I was told: ● the submitted finding from the technician has not arrived, altho the technician submitted the finding on the March 2
● they changed their database and the finding still hasn’t arrived. How is that my problem. Samsung internal procedures are not my concern. I just want to use what I payed for.
● the technical department can’t be reached, they are really busy, try again later or in another day ● they received the finding and it has to go through different departments to be approved, once approved I will receive a code through email that I will be able to use at Coolblue to replace the product or get my money back. Once again, Samsung internal procedures are not my concern, I just want to use the product that I payed for. Every time until this point I was told that it will take maximum another 2-3 days
● the request will be approved in maximum 15 working days, I was in the 8th working day.
● called them on the Mar 28, when the 15 days passed and again, that I should wait
● yesterday, Apr 11, I called 2 times. The first time I was told that the technical department can’t be reached, and I should try in the afternoon. The second time I was told that the request is approved and I will receive a phone call today, Apr 12, between 9-12. Didn’t happened.
● at 13, I called and they told me to call again on Friday Apr 14. Really! So, Coolblue, are you informed about the warranty status of your sold products? Is it normal for a customer to wait for 52 days just to be again postponed?

Gewenste Oplossing:

Receive my money back.