Warranty case 5 weeks

Garantiefall 5 Wochen

Guest

I bought a Surface Pro 4 for my studies on September 17th. After loading and turning it on, there were many glitches, so I returned it on Wednesday (I couldn't return it on Monday because my place of study is not my place of residence). It was sent in because it had a hardware fault, so not my fault. Now I've been waiting 5 weeks for it. The expected delivery date was October 10. Now I have called several times and nobody knows where the device is at the moment. They said again that I would get it on Saturday or today (Monday). Today I called again and they said I should call the service (not available). I'm slowly getting fed up with this. I bought it especially for my studies because we record a lot and very often the professors scribble something in it. Otherwise I have to print out more than 1000 pages and that's too much for me. I'm very angry and desperate at the moment. I mean, the money doesn't come from the trees. And what kind of service is that? At least they could have given me a replacement. That's the least they could have done. They also said that it's a special case with me that it takes so long. Really a cheek. What can I do about it?

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All replies (19)

Guest

Hello@cupcake15

Oh dear I'm really sorry to hear that.
Did you buy the Surface Pro 4 from Melectronics?
Please send me your contact details (name, address and telephone number) by e-mail to: migipedia@mgb.ch, then I can clarify where the problem lies and have your case dealt with professionally.

Best regards, Simone

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Glatt-Mann

At Apple and Swisscom, you can return (almost) all devices within two weeks, even if they are already used or if you don't like them. Simply bring the receipt and original packaging with you.

Why doesn't Migros offer such a service?

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Guest

Hello@Glatt-Mann
Items and products purchased from melectronics can be returned within 30 days of purchase. The goods must be returned in their original packaging, complete with all accessories and with the receipt enclosed. You can return the device to the customer service department of any melectronics store. Please note that this only applies if there is no self-inflicted defect.

Sealed and plastic-wrapped items (DVDs, CDs, books, memory cards, software, games, etc.) can only be returned in unopened condition. A broken seal is always considered opened. Cell phones with subscriptions, notebooks, PCs, tablets and games consoles cannot be returned for data protection reasons.

I hope this helps you.

Best regards, Simone

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Glatt-Mann

Hello Simone, thank you for your appreciated reply.

However, if the thread starter has a DOA (Dead-On-Arrival) and melectronics sends in the product in response and the customer has to wait weeks for it, this is not a positive shopping experience. They are unlikely to want to buy a computer from melectronics again after this experience.

In such cases, melectronics would have to exchange the product without complaint, as is easily possible in the other stores mentioned. "Data protection reasons" is not an argument for me. Who is to be protected from what?

Although I really like melectronics as a store, this is a reason for me to possibly make a purchase elsewhere, even though I am a Cumulus collector.

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Guest

Exactly. I will never shop there again. I was actually very happy with the M service until I bought the Surfaces. But now I'll soon be waiting 6 weeks. That's really not possible.

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Guest

And I need it really badly. I can't afford another one either. I've had to save up for ages to buy this one. As a student, it's hard to turn a blind eye.
I also have no idea what's going on with my device, where it is, whether it's gone missing? No one can answer me. That really annoys me. But I don't want to be unfriendly.

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Guest

Hello@cupcake15
I forwarded your mail directly on Tuesday. Has no one contacted you yet?
In any case, clarifications are already underway. Sorry it's still taking so long.
Thank you for your understanding.
Best regards, Simone

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Guest

Hello Simone
Unfortunately, no one has contacted me yet.
But thank you for your support.

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Guest

Hello@cupcake15

The M-Service has informed me that you have already been in contact with the responsible persons today and have been informed about the further procedure?

Best regards, Simone

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Glatt-Mann

In Switzerland, the customer has a 2-year warranty on purchased items, and the terms "warranty" and "guarantee" are practically synonymous in connection with the purchase of consumer goods.

According to the law, a customer has three options: They can withdraw from the contract, demand a price reduction or a replacement product of equal value. The law does not provide for a right to repair. This means that the seller may not force a repair on a customer. Unless this has been contractually agreed.

Regarding the M-Guarantee, the melectronics website states :
Melectronics guarantees that the item purchased by the customer is free of defects and in working order for 2 years (or 5 years for large household appliances) from the date of purchase. Melectronics can provide the warranty service either through free repair, equivalent replacement or reimbursement of the purchase price. Further claims are excluded.

Who has the choice of free repair, equivalent replacement or refund of the purchase price? The customer ? melectronics ? Is this a contractual agreement of a possible repair by melectronics as described above ?

I am unfortunately not a lawyer, can someone (perhaps Simone_Migros) help here ?

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