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JM

João's Story

From refused warranty to full €1,200 refund

Defective Products
€1,200 refund
14 days

The Problem

João purchased a laptop from MediaMarkt in Lisbon for €1,200. After 8 months of normal use, the motherboard failed completely. When he brought it to the store, they refused warranty service, claiming the damage was caused by "user negligence" without any technical assessment.

Evidence
Purchase Receipt
Error Screen
Store Refusal
Day
2

Started with AnyComplaint

João described his situation to our AI assistant, which asked targeted questions to understand the full scope of the issue and gather all relevant facts.

What happened with your laptop?
It just stopped turning on. The screen stays black and there's no response at all. I've been using it normally for work.
I understand. When did you purchase the laptop, and do you have the receipt?
I bought it 8 months ago from MediaMarkt. Yes, I have the original receipt.
Good. Under Portuguese law, you have a 3-year warranty on consumer electronics. Did the store provide any written reason for refusing service?
4 clarifying questions
6 facts extracted
Day
2

Complaint Generated

Based on the facts gathered, AnyComplaint generated a formal complaint letter with relevant Portuguese consumer protection laws.

Generated Document
REF: AC-2024-XXXX
Formal Complaint
RECLAMAÇÃO FORMAL REF: AC-2024-1847 Exmos. Senhores, Nos termos do artigo 4.º da Lei n.º 24/96, de 31 de julho (Lei de Defesa do Consumidor), e do artigo 5.º do Decreto-Lei n.º 67/2003, venho por este meio apresentar reclamação formal relativa à recusa de garantia do produto abaixo identificado. O equipamento em causa apresenta defeito de conformidade que se manifestou dentro do período legal de garantia de 3 anos. Nos termos do artigo 5.º do DL 67/2003, presume-se que os defeitos manifestados nos primeiros 2 anos existiam à data da entrega...
[...continues with formal structure, legal citations, and requested remedies]
Lei n.º 24/96, Art. 4.º

Right to goods of quality and conformity

DL 67/2003, Art. 5.º

3-year warranty for consumer goods

Day
5

Company Response

MediaMarkt's customer service department contacted João within 3 days of receiving the formal complaint letter.

"We have reviewed your complaint and acknowledge that the warranty terms apply to your situation. We apologize for the inconvenience and are prepared to offer a full refund for the defective laptop."

— Customer Service
Day
14

Resolution

The refund was processed to João's original payment method. The entire process took just 14 days from initial complaint to resolution.

€1,200
Recovered
Refund processed to original payment method
No need for further escalation
Resolved in 14 days
"

I couldn't believe how quickly it worked. The formal letter with legal citations made all the difference. They went from ignoring me to offering a full refund.

JM
João M.
Lisbon

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