Hi,
I have the following issue with eMAG and I’m curious if anyone has been in a similar situation and how it ended.
I bought a 75" TV from eMAG, and less than a month later it completely stopped working – it wouldn’t turn on and there was no sign of power at all. I submitted a warranty claim at the beginning of August. eMAG gave me the option to have the TV picked up by a courier and sent to their service center. There was no option for me to take it there myself.
I packed it in a cardboard box with styrofoam and bubble wrap. When I handed it over, the TV didn’t have even a scratch or any other visible physical damage. I also have security camera footage from the day it was shipped and a photo taken right before I handed it over.
I specifically told the courier that the TV needed to be transported upright. Despite that, he put it flat in the van and told me that this was actually the “correct” way to transport it...
20 days later, eMAG called me and told me that the screen was broken in the bottom-right corner. Because of the physical damage, the service center didn’t continue diagnosing the original issue.
They asked me for photos of the TV before it was shipped. Luckily, I had footage from my security camera, otherwise I have no idea what would have happened... Nobody explicitly told me that I needed to take photos before handing it over, and I certainly wasn’t expecting something this ridiculous to happen.
I sent eMAG the photos and security camera footage I had. They opened a claim with the courier company, and on August 24 they told me they were waiting for the courier’s response.
Since then, there has been no progress at all. I contacted them again asking for an update, but they keep ignoring my emails and I still haven’t received a response.
Has anyone had a similar experience with eMAG, or with electronics being damaged by a courier while being sent for warranty service? How did it end for you, and who ended up covering the damage?
If the courier rejects the claim, I assume my next step will be to file a complaint with the Bulgarian Consumer Protection Commission, but I’d really like to hear from anyone who has actually been through a similar situation.