Rd Electronics - Damage TV delivered
We've bought the TV at Daugavpils store and had it delivered to our address. TV was switched on in the store and delivered by the courier organised by the store. Courier delivered late the same day, as a last drop. We haven't been given the chance to inspect the package. They've brought it in and left.
We've opened the box the next day and it seemed intact. However, when we switched on the TV there was a black line across the screen. We didn't see any visible damage, but upon closer inspection there is a slight pin point dot on the frame and this is where the line is spreading from.
We've called the shop immediately to notify them of the fault and were advised to come in the next working day. We've done that and instead of replacement were told to fill in a warranty repair form and wait for them to contact us. We've done that as manager refused to do anything else. Samsung repair company (third party to the shop) called 2 days later saying that they will not be sending the engineer (contrary to what the shop manager told us) and to send them pictures. We did what they've asked. 2 days later we called Samsung services to ask for an update, to be told that they want more pictures. Again, we've complied. A week later we've called the Samsung service again to ask for an update to be told that no resolution has been reached yet and to wait. 11 days after that Samsung services called to say that through pictures they've determined that there was a mechanical damage and it is not covered by their warranty service. Day later RD Electronics called (first time we've heard from them) and said that it was us who damaged the TV and they will not be repairing/replacing or refunding!
The timeline for your reference:
22.06.23 - visit to Daugavpils store of RD Electronics where we were shown the TV (note we were not shown the serial number on the TV we've chosen)
22.06.23 - TV delivered by the courier organized by the store, it was the last drop, so was late in the evening.
23.06.23 - TV taken out of packaging and switched on at which point the fault was realised. Called the shop to notify of the fault. It was late in the day, so we've been advised to come in the next working day.
24.06.23 - bank holiday. Shop is closed.
25.06.23 - visited the shop and filled in the warranty repair form as instructed by the store employee.
27.06.23 - Samsung service called and asked to email pictures. Pictures emailed the same day
29.06.23 - We've called Samsung to chase the resolution or update, they advised that they need extra pictures which we provided the same day.
06.07.23 - We've called the Samsung Service, as there was no update, and were advised to wait.
17.07.23 - Samsung called to advise that they deem the fault to be mechanical which is not covered by warranty.
19.07.23 - We've received a call from RD Electronics advising that they deem the damage to be caused by us and that we will not have the replacement or refund.
Under Consumer Rights Protection Law Article 4, Freedom of choice and will of the consumer:
"(6) The seller or service provider is obliged, when handing over the product to the consumer, to provide him with the opportunity to view or check the product. If the consumer is not provided with such an option, the seller or service provider is obliged to prove that the product was free of defects at the time of delivery." https://likumi.lv/ta/id/23309-pateretaju-tiesibu-aizsardzibas-likums#p-514638
We haven't been given time to inspect and check the product at the point of delivery, when we did inspect it was damaged.
At no point did RD Electronics provided proof that the TV was delivered without defects at the time of delivery.
However, we've received the letter from MK Trade to state that it was us who damaged the TV! No proof, just a diagnosis over pictures.
I'm submitting a complaint with PTAC as i cant call it anything, but illegal trade and fraud!
Dear client!
SIA “MK TRADE” informs you, that you as a client,
were given an official answer after a full analysis of the situation.
Thank you for informing us that the issue will be decided by the government agency consumer rights and protection center.
We are sorry about this situation.
Respectfully,
RD Electronics Customer Service and Sales Department
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