GUARANTEE PROBLEMS AT LIDL - Page 2

charliew wrote on Thu Jul 21, 2022 7:52pm:

It's not just Lidl. It's everywhere. There is no such thing as customer service in Spain. Bought an angle grinder from ferris in Villena - cut off switch wouldn't work. Extremely dangerous. Took it back 1 DAY LATER - with receipt. They had to send it away - took 6 weeks to get it back. (They refu...

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...sed a replacement.) Same thing with an Eliptical Trainer from Carrefour. Broke down after 3 uses. !st time they sent an engineer to look at it, he supposedly fixed it, but it went again after another 20 minutes use, they refused to send another engineer so then I had to go down the libre de reclamacions route - 6 weeks later I got a very begrudging refund. So Ferris in Villena and Carrefour have never had my business again for anything like that. 

Kimmy11 wrote on Thu Jul 21, 2022 8:35pm:

Hi Classic man,

EU consumer law protects your rights and stipulates what redress consumers can claim from the retailer:

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https://europa.eu/youreurope/business/dealing-with-customers/consumer-contracts-guarantees/consumer-guarantees/index_en.htm

as does the Spanish government:

https://administracion.gob.es/pag_Home/en/Tu-espacio-europeo/derechos-obligaciones/ciudadanos/consumidores/compraventa/devolucion.html

In your situation, I would print off the relevant pages from the links above, take them to Lidl, ask to speak to the manager and tell him that he's breaking the law.  If he still tried to fob me off, I'd ask for the "Hojas de Reclamaciones" complaints book.

Your contract is with the retailer, not the manufacturer.

Good luck 👍 

Kind regards, 

Kim

Kimmy11 wrote on Sat Jul 23, 2022 7:52am:

That may be your opinion, but the forms don't "go in the bin" - they're a bound pad of numbered forms in triplicate: one for the customer, one for the retailer and one for the consumer office.  I can assure you from personal experience that just ASKING for the Hoja de Reclamaciones resulted ...

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...in a change of attitude from the retailer. 

Classic man stated that the weather station was advertised as having a 3-year guarantee, so it's reasonable to expect that it will work for at least that period - and if it doesn't, that's the point of the guarantee!  In the first 6 months from purchase, any fault found with a product is deemed to have existed when the goods were purchased, and an exchange or repair is the usual course of action.  However, a refund should be given where the first two options are not available.  After the first 6 months, the onus is on the consumer to prove that the goods were faulty when purchased - and it's down to the individual to decide whether that's worthwhile, and will probably depend on how much they paid for the item.

Martyn1986 wrote on Fri Jul 22, 2022 10:40pm:

Those forms are useless, it just goes straight in the bin. I feel for the OP but tbf you can't expect top quality, long lasting items from Lidl? you know what they say, "buy cheap buy twice" Ferris and especially Carrefour different matter but is it really worth the hassle? I find good service de...

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...pends on how well you understand/interpret Spanish because it can be quite aggressive. Dean said it perfectly once you speak to them in Spanish and give them a little push they will sort it

Gill556 wrote on Sat Jul 23, 2022 5:50pm:

I once bought a car battery from Carrefour, my neighbour took me and when we got home I called my mechanic who fitted it but when he tested it, it didn’t work. We returned it within the hour along with the receipt and they refused to change it, they said it had to be returned to the manufacture...

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...r. I asked for complaints book which they said they couldn’t find so I demanded to see the manager. I eventually spoke to him on the phone by which time I was getting very angry and someone arrived to speak to me. I told him I did not live on a bus route and had no intention of waiting a month while it was returned to the manufacturers. Eventually he gave in and we went to get a replacement then he put the one I returned back on the shelf. Only then did we realized that all but the one we originally bought had 2 red plastic caps on, it was obviously one returned by someone else 

Gill556 wrote on Sat Jul 23, 2022 5:50pm:

I once bought a car battery from Carrefour, my neighbour took me and when we got home I called my mechanic who fitted it but when he tested it, it didn’t work. We returned it within the hour along with the receipt and they refused to change it, they said it had to be returned to the manufacture...

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...r. I asked for complaints book which they said they couldn’t find so I demanded to see the manager. I eventually spoke to him on the phone by which time I was getting very angry and someone arrived to speak to me. I told him I did not live on a bus route and had no intention of waiting a month while it was returned to the manufacturers. Eventually he gave in and we went to get a replacement then he put the one I returned back on the shelf. Only then did we realized that all but the one we originally bought had 2 red plastic caps on, it was obviously one returned by someone else 

Classic man wrote on Sat Jul 23, 2022 6:39pm:

Why am I not the least bit surprised?  That sums up my opinion of many Spanish.  Just too bloody idle to do anything.  No wonder so many other countries can't do business with them. Never in the office when you need them and then they can't be bothered.

Martyn1986 wrote on Sat Jul 23, 2022 6:55pm:

I really don't get why people come here and moan about the Spanish, they may do things differently but that's no reason to judge them all the same. I found most were very helpful especially if you made the effort with them. The amount of people that live in Spain and sit and complain or pass judg...

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...ement about them on this forum is shameful. If you don't like spanish or the way Spain does things, the simple solution....leave!!!! Go back to your perfectly run country 

Classic man wrote on Sat Jul 23, 2022 7:28pm:

If that opportunity was ever to present itself I would be sure to take it.  I know I'll never change their lackadaisical attitude here but it makes me feel better to have a good moan.  Personal circumstances prevent a timely return to good old England which, unfortunately, is going down...

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... the tubes by the day.