L'histoire de João

De la garantie refusée au remboursement complet de 1 200 €

Produits Défectueux

Remboursement de 1 200 €

14 jours

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.

Preuves

Purchase Receipt

Error Screen

Store Refusal

Jour

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 questions clarifiantes

6 faits extraits

Jour

Complaint Generated

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

Document Généré

REF: AC-2024-XXXX

Réclamation Formelle

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...

[...continue avec structure formelle, citations juridiques et recours demandés]

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

Jour

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."
— Service Client

Jour

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

Récupéré

Refund processed to original payment method

No need for further escalation

Resolved in 14 days

"
Je n'arrivais pas à croire à quelle vitesse ça a fonctionné. La lettre formelle avec des citations juridiques a fait toute la différence. Ils sont passés de m'ignorer à offrir un remboursement complet.
JM
João M.
Lisbon

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