Mijn Klacht:

Expensive dishwasher ordered. An extremely damaged product was then delivered. (I had an installation company ready to install this which resulted in fees being paid for me – 100 EUR)
Damage reported, and a replacement requested – agreed new collection date for damaged goods. Total incompetence then displayed between Mediamarkt and their delivery company Firstlogistics – who came to collect the damaged dishwasher at the payment address, and not the delivery address (which was clear if they had checked their records) – had to wait 2 more days for this to be collected due to their error. Once finally collected, instead of delivering a new one as had been expected (and again at my cost the installation company were waiting for the new dishwasher to install (Another 100 EUR cost) No transparency provided that in fact the damaged dishwasher had to be taken to warehouse to be inspected – despite having provided pictures to mediamarkt showing clearly the extensive damage. Further delay of 3 days whilst this was inspected in their warehouse before a new dishwasher finally delivered to the correct address. Called on numerous occasions – probably 10 calls made to complain and request that the delivery be sped up, and to request free installation due to complete incompetence resulting in a cost to me of 200 EUR (external fitting companies charges) and after 3-4 weeks delay. Was told during 2 conversations that my complaint would be raised via some ludicrous ticketing system to escalate my complaint and request that free installation be provided at Mediamarkts cost due to ALL the issues stated. This was insinuated during 2 calls that this was agreed. When the dishwasher was finally delivered the delivery/installation team advised they were aware of the request to install for free due to the complaints, however their skill set only allowed them to install washing machines and dryers. Called again to complain and have been told that this is my issue and they refuse to do anything to help further. I asked to speak to a Manager or the complaints department. I was again told this isn’t the process. Feels like you are talking to incompetent robots each time you call who have no autonomy to fix issues or support customers. Apparently another ticket has now been raised. I expect this ticket to result in absolute radio silence as per the previous 5 or so tickets. I demand money back to refund me for costs incurred or free installation provided

Gewenste Oplossing:

Free installation provided immediately
250 Euros refunded to me ASAP to cover third party company instillation costs incurred to date, and the cost to finally instal this after a 3 week delay