Mijn Klacht:

Five months ago we bought a Samsung TV and after three months of normal use the TV got a defect, two lines came up on the screen. The TV was still under waranty and we emailed Mediamarkt and the rapair company was realy quick with the pick up, however after a while we recieved a response that it was going to be too expensieve for the company to repar the TV so they offered us to contact Mediamarkt and request a new TV, since this was written in the waranty that we are going to get issued a new TV. After a while they send us an email asking us if we would like to get our money back or for them to send us the exact same TV, we replied to them asking for a new TV (the same model) , and after a weeek without gtting a response I decided to call them to see if they have recieved the email. After waiting on the line for a while the lady that picked up told me that they have not seen the email and asked me if I want to get the TV and I approved that decision. Maybe fifteen minutes have passd and we get a response from mediamarkt that they are going to issue a full refund despite the fact that we wanted to get the TV. I call them again and a rude lady answered the telephone stating that first we did something wrong, secondly stating that they have seen the email (which was a lie bcause the lady before her said that they have not seen it) and thirdly that they cannot reverse the process because the refund has been already issued.
On top of that there were multiple accounts where the customer service has hung up the telephone.

Gewenste Oplossing:

After waiting for a month and countless struggles with the company we would like to get a compensation because of all the time that we have waited, the whole problem with the situation where they did not take in to account our desire which is stated in the guarantee manual and on top of all they have asked us which one would we want. This is based on the fact that we as customers feel neglected and misstrated and lied to. They did not ask us if issuing the refund would be a problem.