Coolblue

1840 Reviews Plaats review

Klant van Coolblue
|
1 maart 2016
*geen motivatie gegeven*

8.0
+ Reageer op deze review bron: DVJ Research Group
Klant van Coolblue
|
1 maart 2016
*geen motivatie gegeven*

8.0
+ Reageer op deze review bron: DVJ Research Group
Irena Peresa
|
28 februari 2016
Coolblue - disappointing post-purchase support

I purchased a Samsung TV via Tvstore.be in October 2014. About one month ago I discovered a crack on the internal side of the screen - as otherwise the TV worked, there were no signs on the outside, and I was absolutely unaware of anything happening to the TV (I live on my own and hardly ever watch it, also the TV is attached to the wall), I called Coolblue to see what I should do, as the product was still under its guarantee.

Coolblue directed me to Servilux - who told me to repackage the TV (thankfully I still had the original box) and send it to them. I had to take a taxi to the post office during my working hours as otherwise this would not be feasible for me. A few days later I received an email saying "cause: external damage" (literally this was the whole expertise), charging EUR 650 (200% of the current new TV price) for the repair. The e-mail also said that "in case of refusal or no response to the estimate within the set time frame, estimate costs will be charged 80 VAT incl.+ transports".

Needless to say, ahead of going through this complicated TV return procedure I contacted both Coolblue and Servilux many times and was at no point told that I will be charged for daring to ask what the damage to my TV was, even though the TV is still under guarantee.

After numerous emails to both Coolblue (who I have the purchase contract with), I am extremely disappointed in their reaction as they keep passing the ball to an obviously unresponsive Servilux: their disclaimer being that in the FAQ section on the Coolblue website there is a section on returns. This section is super brief and unclear even for a Flemish-speaking purchaser - "Costs applicable because the damage is beyond the manufacturer's warranty" does not imply that fees are charged even if no repair is made. Coolblue nor Servilux never even hinted at a cost of estimation during my calls, let alone directed to any kind of price-list.

It's nice that Coolblue has a responsive Facebook team - but if they don't provide the necessary information, they are not doing their job properly. It is likewise nice that they start every e-mail with an apology, but if they always end up not accepting their responsibility, they are also not doing their job.

My experience with Coolblue has been flawed already (wrong delivery date, item delivered to the post office away from home, so I had to again pick it up with a taxi), but I can understand such mistakes happen. This experience, however, definitely takes me off their customer list.

2.0

prijs/kwaliteit verhouding

service van de medewerkers
+ Reageer op deze review bron: Opiness
- Coolblue
  | 01 March 2016
  
  Dear miss Peresa, Thank you for your review, though we regret to see that you have had problems with our service. Again, we are very sorry to hear about this event. We have looked into your case and we can completely understand your frustration. Either there has been a miscommunication or misunderstanding between you and our coworkers regarding the costs for reparation. It has never been our intention to guarantee you there would be no reparation costs, because we are very aware that when it comes to physical damage such as bursts in screens, we cannot foresee if the damage will be assessed as either damage caused by the consumer or as damage caused by a manufacturing error. In this case Servilux has researched the problem and they found that the problem had to be caused by an external influence. Since they are licensed Samsung repairers, we trust their judgement is correct, therefore we are afraid we cannot make a difference in this case. All the best and kind regards, Coolblue
- Irena Peresa
  | 01 March 2016
  
  This is exactly the kind of come-and-go with the e-mails I have been going through with you over the past few weeks. As you are well aware, my complaint was not about repair costs. Yes, you can make a difference by warning your customers that the examination of any problem that might arise with the problem purchased will be charged by the servicer (at an unknown price and without any notice). This strongly discourages anyone who has an issue with their appliances to even check what the problem is. You can also inform your customers that the servicer will not come to examine the item, nor pick it up - the customer will have to do this on his/her own via Post.be (and later be charged for "transport"). I was also advised by Post.be not to send TVs via their service because they are not meant nor equipped for delivering such big and sensitive parcels safely. Yes, there are many things that can be done. But I understand it's much easier to forget about it once the product is out of your warehouse and paid for.
- Coolblue
  | 01 March 2016
  
  As we can see in the history of your messages, our employee has very clearly warned you about the costs you could be charged with. However, Servilux should always give you the option to decline a reparation. In that case, you would still have to pay for any examination costs, but not for the entire reparation. What does strike me as unusual, is that you say the tv had to be sent via BPost. This is incorrect, since you have the right receive on site service for two years, which means the repairer should have come to you to examine the problem first. Is it right for us to conclude that this appointment has not taken place? We absolutely do not want to give you the feeling that we do not care about your problem. We're sorry if you perceive it this way.
- Irena Peresa
  | 01 March 2016
  
  I appreciate your response, but I was no warned about the "examination costs" in advance while communicating with your employees (feel free to forward the alleged email/conversation log). Lastly, as I already had communicated to Coolblue many times, I was directed by Servilux to send the TV by B.post as my only option (apart from bringing it personally to them to Hasselt). No appointment ever took place. I am happy to forward the emails with these instructions to you, again. Servilux nor Coolblue never told me that I was entitled to on-site service, although both were informed that I was still within 2 years of purchase.
- Coolblue
  | 01 March 2016
  
  Dear miss Peresa, We have checked the Social Media response once again and our colleague did clearly inform you about the possibility that the damage might be classified as user inflicted damage. However, we do regret the fact that Servilux did not inform you about the fact that your tv was eligible for on-site service. We will investigate this matter. Kind Regards, Coolblue
- Irena Peresa
  | 01 March 2016
  
  As stated above multiple times, I was never informed about the “examination costs” that I ended up being charged even in the case of no repair (guarantee or not). Thank you for once again looking into this matter.
- Coolblue
  | 02 March 2016
  
  Good morning miss Peresa, You can have a look at the private message posted on Facebook on February 13th, sent on 22:31h. In this message, our employee has informed you about the possible costs bound to a repair of consumer damage. However, we are going to inquire about the on site service, which has not been executed in your case. This is incorrect. Kind regards, Coolblue
- Coolblue
  | 02 March 2016
  
  We have discussed the matter with the correct department once more, but unfortunately we are afraid that the answer is not the one you were hoping to receive. The explanation is that Servilux decides whether or not the damage can be repaired on site or not. In this case, the problem was too big to handle on the spot and therefore they asked you to send the tv to them. Apparently, they do not offer the service to pick up the tv for you. In this case, we strongly advise you to place a complaint at Servilux, since we are not able to discuss this matter with them. Hopefully they can arrange a solution for you.
- Irena Peresa
  | 02 March 2016
  
  1) In this direct quote from the said message, sent by Coolblue: "I can start a return procedure so the damage can be investigated by our manufacturer. If the investigation rules out user damage, it will be repaired under the warranty. If the cause is user damage it means that you'll a quotation for the repairs. Would you like me to start the procedure?" ...where do you see the information regarding the fact that, even if no repair takes place, I will still be charged because someone examined my TV? 2) It seems that Coolblue itself has and distributes the wrong information regarding repair procedures. After such a long thread, we are back to my initial observation - you pass the hot potato to the servicer, and could not care less about the customer once the product is out of your hands and obviously, paid for.
- Coolblue
  | 02 March 2016
  
  Dear Irena, We did inform you about the quotation, check: "If the cause is user damage it means that you’ll a quotation for the repairs.". We find it a shame that you think that we pass around a hot potato. This is not what we aim to do. However, the servicer is in this case the on responsible for the repair. We can not change this.
Millenaar
|
24 februari 2016
Ik heb in januarie 2016 een Sony soundbar gekocht bij Coolblue.
Na ongeveer drie weken ging het ding vreemd doen en een week later helemaal geen geluid meer.
Contact opgenomen met Coolblue en 2 dagen later ter reparatie aangeboden.
Op 23-02 werd mij middels een mail medegedeeld dat er een geheel nieuw exemplaar geleverd zal worden.
Op 24-02 is er inderdaad een geheel nieuwe soundbar geleverd.
Mijn dank hier voor. Dit is service met een glimlach.

10

prijs/kwaliteit verhouding

service van de medewerkers
+ Reageer op deze review bron: Opiness
Emanuella
|
16 februari 2016
Afgelopen zaterdag een vaatwasser besteld. Was nogal ongerust over de levering nadat ik alle slechte reviews over de leverancier had gelezen. Ten onrechte.....ik ontving op maandag een mail dat levering en installatie zou plaatsvinden op dinsdag (vandaag). Ik zou nog na 18:00 uur een mail ontvangen met een nadere aanduiding van de tijd waarop de vaatwasser bezorgd zou worden. Dat is niet gebeurd, dus was ik er niet gerust op. Vanmorgen werd echter gebeld dat de levering vandaag zou doorgaan en dat we een half uur voordat de monteur zou komen nog een keer gebeld zouden worden. Dat is gebeurd, de vaatwasser is keurig geinstalleerd en de oude is mee teruggenomen. Super tevreden over deze aankoop en de bezorging!

10

prijs/kwaliteit verhouding

service van de medewerkers
+ Reageer op deze review bron: Opiness