João's Verhaal

Van geweigerde garantie naar volledige terugbetaling van €1.200

Defecte producten

€1.200 terugbetaling

14 dagen

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.

Bewijs

Purchase Receipt

Error Screen

Store Refusal

Dag

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 verduidelijkende vragen

6 feiten geëxtraheerd

Dag

Complaint Generated

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

Gegenereerd Document

REF: AC-2024-XXXX

Formele Klacht

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...

[...document gaat verder met formele structuur, juridische citaten en gevraagde oplossingen]

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

Dag

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."
— Klantenservice

Dag

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

Teruggekregen

Refund processed to original payment method

No need for further escalation

Resolved in 14 days

"
Ik kon niet geloven hoe snel het werkte. De formele brief met juridische citaten maakte het verschil. Ze gingen van mij negeren naar het aanbieden van volledige terugbetaling.
JM
João M.
Lisbon

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