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Surface - Trouble at Melectronics

Surface - Ärger bei Melectronics

Guest

Dear ladies and gentlemen

On 25.07.2017 I bought a Surface Pro 4 (i5/4GB/128GB) incl. TypeCover for CHF 829.00 from the Melectronics branch in St. Gallen (Neumarkt).

The Surface was already defective on 29.07.2017. The screen was heavily pixelated, had streaks and flickered a lot. Reinstalling Windows 10 was unsuccessful.

I therefore took the Surface in for repair on 02.08.2017. (Melectronics branch in Amriswil)

I was able to collect the device from the store on 31.08.2017, but:

1. the packaging of the device was dirty and very sticky. There were glue stains everywhere.

2. the power supply unit and cable were not included.

3. the TypeCover was missing. Only the empty packaging was delivered.

4. the device inside was scratched, dirty and the folding stand was bent.

How can this happen? Migros Service promised me in writing that they would replace the old appliance with a new one in its original packaging. This did not happen.

I did not accept the appliance and left it at the Melectronics branch (Amriswil).

Is Migros not ashamed to expect a customer to accept such a device with all the accessories missing? To make matters worse, the device is used, has scratches and its folding stand is badly bent.
This is not acceptable!

For an appliance that is 1 week old and could only be used for 4 days, I expect a new appliance in its original packaging as a replacement.
I was also assured of this by Migros Service in writing by email.

Quote:

"The replacement device is a brand new item."

I was also assured of this by telephone and it was also confirmed verbally by a Melectronics salesperson.

My expectations of Migros:

1. exchange of the device for a NEW and ORIGINALLY PACKAGED device, which has an INACT seal. Including the TypeCover in the color black. Within the shortest possible time, but within 7 days at the latest.

2 OR cash payment of the purchase price.

3. an official and written or verbal apology from Migros Service.

In my opinion, this is the least Migros has to do now. Otherwise I will no longer be a Migros customer.

Thank you for taking note of my complaint and I hope for better cooperation in the future.

Kind regards

M.C

Comments

Order number: 31728557

Model: Surface Pro 4 (i5/4GB/128GB SSD) incl. black Typecover.

(Machine translation)

All replies (12)

Guest

Good day

Would it be possible for an employee to respond to my complaint?

When I call the Migros service hotline, my problem is not answered. This is getting annoying. I am now left without a device and without money.

Thank you for taking note of my complaint.

Kind regards

M.C

(Machine translation)

Frederica

Good morning @mr-crivma

You should allow Migipedia a little more than one working day to clarify and contact you.
If you send an e-mail to a company for a query, you will usually receive an acknowledgement of receipt of the letter immediately and a reply or query a few days later.
So - please be patient.

Best regards
Frederica

(Machine translation)

Guest

Time is one of those things.

I gave Melectronics over a month to repair my device. 30 days for a repair is more than enough, because the competition manages this in 99% of my cases within a maximum of 2 weeks.

Apart from a pitiful "repair attempt" and various postponements, nothing has happened. Although I pointed out when I handed in the device that I urgently needed it for technical college and my final thesis.

We are now in the 5th week and I am finding it difficult to remain patient.

Kind regards

Marco Crivello

(Machine translation)

Guest

Update:

I received an email about 10 minutes ago saying that the device would have to be sent back to Microsoft and that it would now be under repair again for about 4 weeks.

Dear Migros, are you serious? 2 months for a simple replacement?

The email also says that I will receive another used device as a replacement. I do not accept this! I brought a 4-day-old device in for repair and expect a NEW one back and not a used one.

In my opinion, it is cheeky that Migros is trying to sell customers used devices, even though a new device in top condition was sent in.

Kind regards

M. Crivello

(Machine translation)

TheQuickBrownFox

My goodness, is this the virtual wall of complaint for individual problems with Migros?

Why don't you take it up with the store? What expectations do you have of this platform? The admins here don't work at mElectronics.

Otherwise, there are formats and deadlines for rectifications etc. and entries in a forum are not one of them.

(Machine translation)

Guest

What else can I do?

The staff in the store are not able to give me an appropriate answer and the Migros service hotline only responds to my questions to a limited extent or not at all.

So where else should I turn?

(Machine translation)

TheQuickBrownFox

If it doesn't work, send a registered letter with expectations and a deadline.

If you are not happy with the result, you can always contact a lawyer or the Kassensturz/computer magazine or similar.

To be honest, I've had good to very good experiences with Migros customer service so far, and many others can take a leaf out of their book - right Microspot?

On the other hand, the manufacturer of devices probably also sets certain rules on how to deal with warranty claims. I can only speak for Apple, where you always get a new/refurbished device within the warranty period.

(Machine translation)

Guest

I will accept refurbished devices if the defective device is several weeks or months old, but not a 4-day-old product.

And I certainly don't have to accept a refurbished device that has scratches, is partially bent and dirty. All the accessories were also missing.

I'll do that with the registered letter today. Good suggestion. Thank you.

(Machine translation)

Guest

Doesn't help you much, but that's a really poor performance by MElectronics.

Interestingly, Digitec (which is now also majority-owned by Migros) is much more accommodating - the last notebook I bought there (Lenovo) was defective after 7 days, I reported the problem to the store, was deemed 'Dead on Arrival' and was able to pick up my new replacement device the next day (they had to order it from the central warehouse first, hence the one-day delay).

(Machine translation)

Guest

@n_vogel

Thank you for your understanding and for realizing what I was trying to say with my complaint.

Migros is now of the opinion that you need to investigate the replacement device supplied to me further.

What is there to investigate? A new appliance was promised in writing and a used one was delivered. So what do you want to investigate?

What's the problem with taking a new Surface from the central warehouse and handing it over to me? No, I should wait another 5 weeks. Migros / Microsoft has already acknowledged my stated defect.

So I don't see any problem with simply replacing this thing.

(Machine translation)

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