Mijn Klacht:
On 22/06/2024, we purchased a Sony Bravia 65 TV from MediaMarkt. We spent some time in the store and decided on the size. The store then told us they only had stock online, so we ordered it online while in the store. The TV was delivered to us on 25/06/2024. That evening, after work, we unboxed the TV (the box was open) and turned it on. We noticed that there seemed to be a factory fault behind the glass screen, where there was film not in the seam at the bottom, which affects the image.
The next morning, first thing, we logged a call to report the damage (reference number 240626-008578). We were then told someone would come out to assess and repair it. We did not accept this, as we paid for a brand new TV and did not want a repair but a new television (reference number MML62977639). Sony called us and agreed that this expectation was correct as we reported the fault within less than 24 hours. MediaMarkt then agreed to replace the TV, all the while we were waiting with no television.
We then received notification from MediaMarkt that they no longer had that model and that they would refund us. Up to this point, we have been inconvenienced with having no TV while MediaMarkt has our money. They did not offer another model as an alternative to swap or even attempt to resolve it without inconveniencing us. There seems to be no regard for the customer here; it is very easy to just take our money and deliver a broken product. We also believe they should have noticed the fault during their AI Calibrate, which Sony has said to us is nonsense because all TVs arrive calibrated by Sony. Whoever unboxed it was looking at the clarity of the image for the calibration; how did they not notice the damage/fault, which was clearly visible?
The television was collected yesterday 03/07/2024, and no refund has been received. When I called this morning to find out what is going on because we need to purchase another TV, I was told they haven’t logged the return yet. Once it’s logged as received, it is checked, and then they start the refund process – ANOTHER 3-5 DAYS AFTER THE RETURN IS LOGGED??? How absolutely ludicrous is this situation? It has now been 10 days since that TV was delivered and 14 days since we paid. We have no TV and we don’t have our money either. MediaMarkt does not care about their customers; as soon as they are paid, they take their time. Now we have no TV and can’t buy another while MediaMarkt sits with our money, earning interest in the bank.
Gewenste Oplossing:
we would have preferred to be offered an alternative model as they collected so as to not inconvenience us, but now we don't want to do any business with them again and want our refund soonest. It is unacceptable that they have our money and we don't have TV and they will only refund on their time.
(10)
