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It has been a while since I last visited this site, and I'm just opening a post about this mess that's happening to me. This thread will probably be found in several forums since I want to give it some publicity.
I'm writing this while VERY angry, so I apologize if I don't express myself as I should.
Let's get to it:
- On February 17th, almost 1 MONTH ago, I bought a DELL Ultrasharp U2715H monitor from Xtremmedia for 494.50€ including shipping costs. It arrived on the 19th through CorreosExpress around 2:00 PM if I remember correctly (after a month, how could I remember?).
Well, the night arrives and I proceed to unpack the monitor. I take out the stand, leave it aside, and take out the panel itself. "Impressive," I thought. Right in the upper right corner, I see something like a protector and think it should be removed. Nothing could be further from the truth: the monitor arrived with a broken corner, and I checked it when I assembled it on the equipment:
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Immediately, I contact the store and they respond that I should check if there was any impact on the box. I take photos and see this:
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An impact! Right in the part where the monitor is broken. I send it to the store and they respond with the following:
@Xtremmedia:
Hello Gasolution, based on the photos you sent us and your indications, in theory the defect/breakage should be from the factory, so we need to consult the manufacturer "DELL" before giving any response/solution.
As soon as we have a response/solution from the manufacturer, you will be informed.
Best regards.Up to this point, it seems like it will have a fairly quick solution.
The next day, I get ready to work with the equipment when it starts to crack for real. I illustrate with the same video that I provided to the store:
Their response:
@Xtremmedia:
Hello Gasolution, the manufacturer informs us that all products of factory origin comply with quality regulations that ensure their physical integrity.
They indicate that any type of anomaly perceived in this sense "breakage" if it manifests itself must be caused by transportation or handling; Therefore, we need to collect the product to have it analyzed through the appraisal of an agent.
We have gone from it being a manufacturer's problem to a transportation problem. I think "Well, we already know how companies treat packages, at least the package comes with insurance for 100% of the value," so I thought the agency would take care of it.
Days pass, I inquire about the management, and they inform me the following:
@Xtremmedia:
Hello Gasolution, the claim for the incident has been filed with the transportation agency Correos Express.
We are waiting for them to inform us about the result of the appraisal; this process usually takes between 2-7 working days.
Best regards.
On the 5th and 9th of this month, almost 20 days after the purchase, I send a couple of emails inquiring about the status of the incident. This is their response:
@Xtremmedia:
Hello Gasolution, the monitor was delivered to the appraisal center of Correos Express and we are waiting for them to inform us; I have made a claim to get a solution to your case as soon as possible.
Best regards.
Today, after their last response above, I get in touch with them and…:
@Xtremmedia:
Hello Gasolution,
An order has been generated for you to pay 11.80€ corresponding to the transportation costs.
The damage to the monitor is not covered by the warranty or transportation insurance, since the damage it suffers is a blow as you indicated in your first contact, and this is not due to the factory or transportation.
Best regards.
¿Cómo?! In my confusion, I send them an email demanding an explanation for this payment that I don't even know why it came. I also don't know if they want to send me a new monitor or anything. I get this response:
@Xtremmedia:
Hello Gasolution,
We are very sorry that we can't help you.
The incident that your monitor is suffering is not covered by the warranty or transportation insurance, since the damage it suffers is a blow as you indicated in your first contact, and this is not due to the factory or transportation.
Best regards.
As you can imagine, my astonishment knows no bounds: I don't know what to write because I can't find the words to explain my feelings right now. The 3 companies are blatantly dodging the issue:
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How can DELL prove that its monitor, during its packaging, did not suffer damage? If it can prove it, we move to the next point:
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How can DELL prove that, during the shipment of the monitor to the wholesaler, it did not suffer damage? If it can prove it, we move to the next point:
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How can the wholesaler prove that, during the shipment of the monitor to the retailer, it did not suffer damage? I repeat, if it can prove it, we move to the next point:
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How can the transportation agency, CorreosExpress, prove that the monitor did not suffer damage during its handling while it was under their care? What criteria do they follow to determine if it is or is not their problem?
I have sent a final email to the store and, as expected, I have not received a response (previously, they responded within a span of less than 10 minutes).
What do you advise me to do?
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Well, it seems to me like a blatant dodge, with the aggravating factor of being calculated to give you a hard time and make you miss the legitimate return deadline. A reading of the section "Can I return a product if I'm not satisfied?" already reveals unnecessarily generic wording.
Call them by phone (even if it costs you more than a euro per minute), and in a conciliatory tone (very important) present your arguments, look for a solution.
It is very important that you don't lose your temper.
If you don't reach an agreement, the solution is in the long term: file a complaint with consumer protection, providing the photos and emails. In the short term, unfortunately, you have a broken monitor.http://xtremmedia.com/?q=st/public/garantia
Edit: Warning to navigators:
Examine the packages before accepting delivery. At the slightest hint of mishandling, do not sign the delivery note as it indicates consent to delivery in good condition, and contact the store immediately.
For the first two years, it is the store that manages the warranty, neither the manufacturer nor third parties. (That's why the response to the first email is, for me, very revealing). -
Well, it seems to me like a blatant dodge, with the aggravating factor of being calculated to give you a hard time and make you miss the legitimate return deadline. A reading of the section "Can I return a product if I'm not satisfied?" already reveals unnecessarily generic wording.
Call them by phone (even if it costs you more than a euro per minute), and in a conciliatory tone (very important) present your arguments, look for a solution.
It's very important that you don't lose your temper.
If you don't reach an agreement, the solution is in the long term: file a consumer complaint providing the photos and emails. In the short term, unfortunately, you have a broken monitor.http://xtremmedia.com/?q=st/public/garantia
Edit: Warning to navigators:
Examine the packages before accepting delivery. At the slightest hint of mishandling, do not sign the delivery note as it indicates consent to delivery in good condition, and contact the store immediately.
For the first two years, the store manages the warranty, neither the manufacturer nor third parties. (That's why the response to the first email is, for me, very revealing).I contacted DELL and they've gotten involved to see what happened, so the store has been forced to talk to them again.
And I completely agree to examine the packages, just that day I was very busy and couldn't check the box until the evening
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I've been following the whole story from H2M, which has a lot more going on. Just wanted to cheer you up and see if they finally change it. Personally, I've never shopped at that store, but with pearls like this, I've lost all desire to try.
