A comment
Good afternoon!
We want to warn about the unscrupulous and terrible company Hansa and about their official SC in Tyumen "Your House". In November 2016 a Hansa oven was purchased at the Mvideo store. They began to use it since January 2017, after moving to an apartment. One fine May morning, we heard a terrible rumble in the apartment and saw that on the floor of porcelain stoneware there was a whole, uncracked, fallen off outer glass with an oven handle. There are no chips or cracks on this glass, it is absolutely whole, it just peeled off from the sealant. In the store where the purchase was made, they gave the SC number, which deals with this particular company.
On the phone in the SC they asked to send photos of glass, an oven, checks by vibe and that the master’s departure to the house is not needed. Everything was done and a couple of days later we were informed by phone May 26, 2017 that we were approved to replace the oven door with glass under warranty. We began to expect a spare part. Until July 10, 2017, we were informed by telephone every time that we were waiting for a spare part and had not yet arrived. All this time the oven stands just like that. Until July 10, we were fed with promises that this week everything will be, and week after week. As a result, July 10, 2017 came the 45th day of repair under the guarantee under the law, and the repair was never made. On day 46, July 11, 2017 we turned to the SC to give us an act that they did not meet the deadlines, and with this act the store was ready to change the oven.
But here we are faced with the unimaginable rudeness of the employees of the SC. We were refused the issuance of any documents, information, application numbers, requests, etc. They said that we are not obliged to give you anything. It turns out that everything is in words. They don’t give anything, and we don’t have anything on hand. Contacted a Hansa representative in Moscow. They explained the situation, the representative of the Hansa service department Kabirova Roksolana said that in Tyumen in the SC they had to give out something that we requested. Then she promised to understand this situation. The next day, a call came from Moscow from this same Kabirova Roksolana with the text that they had consulted with our SC and decided to refuse our guarantee for 47 days! Allegedly, they stated in the warranty card that "... damage to the glass of the oven doors ..... is regarded as a mechanical defect ....", at our request, we justify this refusal, since there is no glass damage !!! it is whole, it just fell away! there are no mechanical defects on the glass, there was no external influence on it to cause damage, which is not on the glass! she could not intelligibly answer and simply hung up.
This is how the employees of the official representative office of this company communicate with consumers of their goods. They throw people, are rude, drop pipes and aggravate a situation that could have been solved amicably for a long time. Naturally, the claim will lie on the table of Rospotrebnadzor. We will decide everything in court. In addition, we will put forward demands for the payment of a penalty for late implementation of the requirements for eliminating defects in the goods. Already heard that many buyers are unhappy with the company and the maintenance of their SC in our city. We will never advise anyone to buy anything from this company. Go around and your nerves will be whole.
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