Complaint to Euroset via hotline and to Rospotrebnadzor: grounds and procedure for filing an application

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Buyers can independently protect their rights and interests. The following will tell you how to file a claim for a refund. For example, for the phone. This document serves as a means of protecting the interests of the buyer. Therefore, you should not neglect them. There are rules by adhering to which you can easily return money for a particular purchase. So how is a claim of the established form drawn up? What should everyone know about the process? Definition First, you have to understand what kind of paper we are talking about. What is a claim? As already mentioned, this is a document that allows the population to protect their interests and rights. Thus, a refund claim is a way to protect the buyer. This is a kind of business letter that does not have any significant features. It is a way of pre-trial proceedings with organizations.

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Law “On the Protection of Consumer Rights” It is important to remember that claims do not always take place.

The point is that the buyer will be able to get his money back for any purchase if he complies with the law “On the Protection of Consumer Rights”. It specifies the rules for purchasing goods. If they are violated, you can file a claim and get your money back for the phone. If the law protecting the rights of buyers has not been violated, then the relevant organization is unlikely to respond to the application. After all, there must be grounds for any complaints. Sometimes the blame for violating the rights of the buyer lies precisely with the one who buys the mobile phone.

Reasons and grounds for filing a complaint

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The operation of the network is regulated by federal legislation, including the provisions of the Civil Code, commercial law and a law that limits the rights of sellers and clearly defines the rights of consumers.

As with any other commercial enterprise, a complaint is filed with Euroset based on several reasons:

• failure to comply with legislation protecting consumer rights;
• rude, unethical behavior of employees;
• product price discrepancy;
• refusal to exchange or return goods;
• the receipt and the properties of the actual purchased item have different names and price positions;
• commission of an offense that is sufficient to initiate criminal proceedings.

The first point of the possible violations of consumer rights we have listed is quite broad. This could be a complaint from Euroset about a substandard product, the provision of a product that does not meet the stated characteristics, or the purchase of an obviously defective product.

An important part of fulfilling obligations is the exact fulfillment of the terms of the agreement between the consumer and the seller. The contract clearly states the volume of supplies (completeness), quality characteristics and other important information about the purchased item. Complex devices and expensive goods are equipped with a mandatory list of quality characteristics, their price parameters, and an indication of consumer properties.

There can be many reasons for a complaint, since it all depends on the subtleties of the situation. However, the root causes can be displayed. Among them are the following:

• if one amount is written on the display price tag, but the product appears on the cash receipt at a completely different price;
• if consultants or store owners deliberately hide the characteristics of the product or do not warn the buyer about some of its features;
• if the seller behaves unprofessionally, for example, cannot clearly explain the questions that the buyer has, becomes rude or raised his voice;
• if store employees do not want to accept goods for repair when the warranty period has not yet expired, and without good reason;
• if the product has any external damage or defects that fundamentally distort the normal operation of the device;
• if the actual configuration of the product does not correspond to the factory one;
• if the ordered goods were not delivered on time;
• if the store staff refuses to accept back a low-quality product and exchange it for a similar one (at the client’s request - with an additional payment if the price of another product is slightly higher than the one previously sold to him);
• if the buyer has complaints against the store regarding product quality.

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How to write a claim for a refund for a purchased phone

Today, a claim, like any other business document, consists of:

Maintaining such a structure is easier than it seems.

Each component of the claim will be described in more detail below.

This is the only way to complete the paper 100% correctly. About the “header” The design of the “header” plays a huge role. This is a part of a business letter that has no significant bearing on the matter.

• name of the organization (preferably with address) to which the document is sent;
• F.

Acting director of the company (optional);

• information about the applicant - last name, first name, patronymic, city of residence;
• contact information for communicating with a citizen - telephone, address, email.

This or that information is written in this order.

How and where to write a complaint to the Euroset

During the operation of the device, the following drawback was revealed: the drawback is described (for example: the sound, vibration alert or camera does not work). The warranty period for the device has not expired to this day, which is confirmed by the warranty card (a copy of the card is attached). I believe that I was sold a low-quality product, therefore, guided by Art. 4, 18, 19, 22, 23

Law of the Russian Federation “On the Protection of Consumer Rights”, I demand to terminate the purchase and sale agreement and return the amount of money paid for a cell phone (smartphone or communicator) “Brand, full name of the device in the amount of 8,888 rubles.

00 kop. (eight thousand eight hundred eighty eight rubles) within 10 days. I warn you that for each day of delay in fulfilling my demands over 10 days from the date of presentation of this claim, you are obliged to pay me a voluntary penalty in the amount of 1% of the cost of the goods.

Euroset, Chain of stores - review

The seller accepted the claim and signed it.

In response to the complaint, I was asked to submit the Phone for quality control for further resolution. 07/05/2011 I was again given a Certificate of Completion of Work.

I don’t intend to pick up the phone after two mechanical repairs. In accordance with Part 1 of Article 18 of the Law, if defects are discovered in a product, the consumer has the right, at his own choice: to demand a replacement with a product of the same brand (same model and (or) article) ; demand replacement with the same product of another brand (model, article) with a corresponding recalculation of the purchase price; demand a proportionate reduction in the purchase price; demand immediate free elimination of defects in the goods or reimbursement of costs for their correction by the consumer or a third party; refuse to fulfill the purchase and sale agreement and demand a refund of the amount paid for the goods.

The right to choose one of the actions listed in Part 1 of Article 18 of the Law belongs to the consumer.

How to file a claim for a refund for a phone?

Although the claim is an indication of the seller’s guilt, it is still prohibited to indicate the following information:

• advertising slogans and comparisons with products from other stores;
• electronic appeals with links to other resources;
• insults and obscene words;
• anonymity of the complaint;
• incomprehensible foreign words, illegible phrases and allegories;
• a repeated application to which a corresponding response has already been sent.

If there are such deficiencies in the claim, Euroset employees may refuse to consider the claim and leave the appeal unanswered.

Euroset. How can I get my money back for my phone?

Then the consumer sees that nothing changes in a low-quality phone - for example, it spontaneously overloaded and continues to do so.

Therefore, in this case, you need to demand a refund for such a low-quality product. Moreover, you need to have time to receive them during the warranty period. The claim statement is drawn up in the same way as when you first contact the store.

The only difference will be that you need to indicate that the mobile phone has already been repaired, but this did not bring results.

Therefore, it is necessary to return the full amount of funds. It is important that a claim application can be processed within 10 days.

And you must have time to do this during the warranty period - as a rule, this is 365 days from the date of purchase of the device.

Where to go

There are many ways to complain about a store that has taken actions that are contrary to customer service as a whole.

• Leave a comment in the “Book of Reviews and Suggestions”
  .
  According to the law, within 2 days the store director must take into account the appeal, and within 5 days
  - take action;
• Fill out the form on the official Euroset website in the “Feedback”
  ;
• Call the company's call center
  ;
• Write a request on the official website of Rospotrebnadzor
  ;
• File a complaint with the prosecutor's office or
  .

Sample claim for exchange (return) of a product - mobile phone

True, there are some nuances:

• You can demand a refund for a low-quality phone up to and including the 15th day after purchase, regardless of what defect was discovered;
• The warranty on a cell phone can last for a year, and during this entire time the consumer has the right to return a product of poor quality.

True, with the condition that the discovered significant flaw requires lengthy repairs. The seller has no right to repair the device for longer than 45 days. Or if the phone had to be sent in for repair several times during the year, and the total duration of these periods exceeded 30 days.

The most important thing is to competently file a claim for a mobile phone that is under warranty.

Only if you present this correctly written document to the store, you can count on a refund for the faulty phone. I conducted an independent examination, the results of which revealed that the smartphone’s battery was initially faulty.

I ask you to return to me the money in the amount of 6,000 rubles paid for the phone (device model), as well as 3,000 rubles for conducting an independent examination.

Evidence of the procedure and its cost is attached."

Now it’s clear how to write a claim for a refund for a phone. If the phone does not fit, then it is unlikely that you will be able to return it to the store. Especially when it comes to long-term use of the gadget (more than 14 days). In fact, everything is simpler than it seems! Results How to file a claim for a refund? Now the answer to this question will not be long in coming! The procedure is not difficult, any citizen can handle it. The letter must be responded to within 10 days from the date of receipt of the complaint.

Solving the problem through the court and the prosecutor's office An appeal submitted to the prosecutor's office is considered within 30 days.

• the received appeal is registered within 3 days;
• the appeal is considered within 15 days;
• If deficiencies are identified in the application, it can be sent back to the applicant within a week.

It is recommended to submit your application at your place of residence so that the review proceeds as quickly as possible.

You can also submit an application via the Internet, on the website of the prosecutor's office.

The prosecutor's office conducts an investigation into the subject of the application and sends a response to the applicant.

If during the inspection any violations are revealed, the prosecutor's office will file an application with the court on behalf of the affected buyer.

In turn, the buyer himself can directly contact the judicial authorities.

In this case, the dispute is considered in the manner of claim proceedings.

What to do if management doesn't respond

If you complain about a violation online and through the complaint procedure, but do not receive a response, seek the help of independent regulatory structures. The following options exist:

Rospotrebnadzor

The task of this body is to monitor the quality of services provided to consumers. If he believes that the client received poor service, he will not only punish the culprit, but also initiate a refund.

The appeal is drawn up according to the rules of business style. It should indicate that you tried to write a claim to Euroset (it is recommended to attach a copy), but the money was never returned. The application contains the contact information of the author and the essence of the appeal. You can refer to the provisions of Federal Law 2300-1. Letters from citizens are accepted for consideration within five, maximum 10 working days.

Consumer Protection Society

You can file a complaint against Euroset with the OPP. The task of this body is educational activities and protection of the rights of clients. It examines contracts to identify violations of the law, redirects claims and claims to the authorized bodies.

To contact the Society, you need to fill out an application on its official website or call the hotline. The organization will provide free legal advice to help customers initiating a refund from a store for the first time.

Prosecutor's office

This is the body where complaints are made about more serious violations committed by the store. For example, an employee threatened you, they tried to deceive you and deprive you of money. Write an appeal through the Internet reception of the Prosecutor's Office or in written format. You can submit your application during a personal visit or send it by mail.

According to Order No. 45 of the Prosecutor General's Office, the maximum period for consideration of a citizen's appeal is 30 days, and if there is no need for lengthy proceedings - 15 days. The response to the request is provided in writing.

When you complain to management or regulatory authorities, but do not receive an answer, the best way to get your money back is to file a lawsuit. This method requires time and money to pay for the help of a lawyer, but if large sums are involved, it should not be neglected.

Practice shows that after a court decision is made, retail outlets not only return funds to the consumer, but also compensate for moral damage caused and reimburse the cost of examination of the product.

There are many ways to complain about the work of Euroset and get the client to return the money spent on a low-quality product. If the company’s management responds with silence or replies, you should contact independent regulatory structures: OZPP, Rospotrebnadzor or the court.

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How to write a claim for a refund of a faulty phone in the Euroset

Sample How to file a claim for a refund for a phone? The sample offered below is just a template for the main part of the appeal.

By changing it, you can count on a refund in one case or another. The claim looks something like this: “I, (full name, passport details), bought a mobile phone (product model) in the store (name of organization) on April 15, 2010, worth 6,000 rubles, which is confirmed by a receipt. After checking the functionality of the gadget, it turned out that the battery was almost discharged. The seller explained that it is enough to charge the device at home, and everything will be fine.

The phone was given a 12-month warranty, which is confirmed by the relevant document.

After charging the phone (model) at home, I discovered that the battery still does not work - it charges 1/3 at any charging time.

The speed of resolving the issue of a refund or repair of a phone of inadequate quality will largely depend on how correctly the claim is drawn up.

claims When writing a document, it is important to consider the following points:

• it is important to describe in as much detail as possible the malfunctions and the situation in which they were detected;
• you can indicate your consent to conduct an independent examination, and it is also advisable to indicate your desire to be present during its conduct;
• You need to indicate your own requirements as clearly as possible, in particular, for a refund for a low-quality phone;
• if the consumer agrees to repair or replacement with a similar model, then this should also be indicated in the claim.

The most important thing is to write the application in two copies, and also attach copies of the receipt and warranty card. What to do if the phone is defective? No one is immune from the fact that they may purchase a cell phone whose quality leaves much to be desired. Moreover, the sale can be any form, including via the Internet, when there is no way to check the serviceability of the device before purchasing it. And if you get a defective phone, a refund is possible in the same manner - a claim is filed, then it is sent to the seller and you just have to wait for the money.

If a person refuses to return the money for a low-quality phone, then you can go to court.

But, as a rule, after an examination confirming the defect, as well as a well-written claim, the seller will pay the entire amount of money that the purchase cost.

The process of returning money for a phone under warranty after repair There are shortcomings that cannot be corrected even by expensive repairs.

How to write a claim for a refund for a phone to the Euroset

Complaint hotline

Euroset is one of the leaders of the Russian market in the field of trade in cellular devices.
Today the retailer sells mobile phones and digital electronics. Despite its leading position in the market, ordinary consumers often have complaints about both the operation of retail outlets and the products they distribute.

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In this regard, you should understand the process of filing a complaint against Euroset.

Dear readers! Our articles talk about typical ways to resolve legal issues, but each case is unique.

If you want to find out how to solve your particular problem, please use the online consultant form on the right or call

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Euroset has a large number of retail outlets throughout the Russian Federation. The company specializes, as already mentioned, in digital technology. First of all, complaints may be caused by the quality of products distributed by stores. In addition, sometimes there is a need to complain about the staff of retail outlets.

The following grounds can be identified that are sufficient to write a claim:

1. The cost of the goods on the display does not correspond to the price written on the receipt.
2. Store employees behave unprofessionally or unethically.
3. Repairs are deliberately delayed; the retail outlet does not want to repair a previously sold product for which a warranty was issued.
4. The product sold has defects and damage that are not related to the actions of the buyer (that is, the product was already sold as defective).
5. Certain components of the product that were included with the factory are missing.
6. The retail outlet refuses to exchange or take back the goods within the time limits allowed by current legislation.
7. The quality of the purchase does not satisfy the consumer.

This is only part of the grounds for filing a complaint. In some cases, other circumstances may serve as the reason for issuing the document. For example, the legislator reserves the right for citizens to make claims if the retail outlet delivered the goods to the buyer without meeting the allotted time.

You need to know this - how to return goods without giving reasons according to the law within 14 days.

Instructions for returning a mattress of proper quality.

Here you can read about how to return goods to Castora.

Where to contact

Every citizen can protect their consumer rights. This possibility is established by current legislation. You can make a complaint about a specific retail outlet or its employee to various authorities.

1. Firstly, citizens have the opportunity to send a complaint directly to the management of the retail outlet.
2. Secondly, you can complain to one of the government agencies involved in protecting the rights of citizens.

Book of complaints

Each retail outlet must have a complaint book. This is a requirement put forward at the legislative level. Store employees do not have the right to prevent access to it. Accordingly, if there are complaints, the buyer can request a complaint book and write a complaint in it.

The book has a set format. The director of the outlet is obliged to consider the customer’s complaint within two days. Another five days are given to take appropriate measures. Based on the results of the actions taken, a report must be drawn up, which is written on the back of the sheet with the complaint in the complaint book.

Hotline

has its own call center. Its operators can provide answers to the buyer’s questions. At the same time, it is also possible to file a complaint by calling a hotline. In order to contact the operator, you need to call the number: 8 800 700 00 10.

Peculiarities! The least congestion on the telephone line is observed from eight o'clock in the evening to eight o'clock in the morning, as well as on weekends.

After contacting one of the operators, you should explain the current situation to him in detail and describe the subject of the complaint. After this, name the point at which the complaints arose and, if possible, the details of a specific employee (if the complaint is made specifically against him).

Rospotrebnadzor

If problems arise with the Euroset store, you can also write a complaint to Rospotrebnadzor. One of the functions of this institution is to control the observance of consumer rights of the population of the Russian Federation.

Therefore, filing a complaint with this institution can solve the buyer's problem. You can submit:

1. Personally.
2. Through the use of mail.
3. Through the Internet.

The last method is the most convenient. A citizen simply needs to go to the organization’s website and fill out the appropriate form, and then submit it for consideration.

Read about how to file a complaint against a judge.

And here is information on how to make a refund for services not provided.

Court

The legislator reserves the right for a citizen to sue if there are claims against the seller. To do this, you need to draw up a statement of claim and then attend meetings on the case. The claim must describe the current problem and specify the requirements put forward to the outlet.

Reference! If a complaint is sent to the prosecutor's office, the latter can independently file a claim on behalf of the applicant (if violations are detected).

However, the costs associated with taking the case to court must be taken into account. In some cases, even winnings may not cover all financial costs. In addition, the case will take up to two months to resolve.

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Euroset website

The consumer can also order a call back on the retailer's official website. To do this, you need to go to the resource, and then click on the “Call me” button (located at the top of the main page). After this, a form will appear that you need to fill out. You will need to enter the following information:

1. FULL NAME.
2. Cell phone number.

The Euroset company is one of the largest and oldest sellers in the market of mobile electronics and communication services.

But clients who contact one of the many salons are not always completely satisfied.

In this case, they have the opportunity to protect their rights and interests by submitting various claims, complaints and statements to the authorities, and even going to court.

General points

Euroset has been actively developing its network of salons for a long time. Today it is difficult to find a city where there is not at least one store with that name.

But, despite the huge volumes of equipment and services sold, you can often meet people who remain dissatisfied after contacting Euroset.

Russian legislation protects consumer rights quite well and provides for the possibility of seeking protection by filing various claims, complaints to various authorities, or sending an application to the judicial authorities.

Any requests from customers to the company itself or to the relevant authorities are registered, considered and a response must be sent to them.

After considering the application, the client’s requirements may be satisfied and measures taken to eliminate violations, but they may be refused if the application is considered unfounded.

Legal standards

The Euroset company sells various goods on the territory of Russia, which means that in its activities it must be guided by the norms of the Civil Code of the Russian Federation and the Federal Law “On the Protection of Consumer Rights”.

But, unfortunately, the company’s clients still encounter violations.

According to the Constitution of the Russian Federation, in order to protect their rights and interests, buyers can file complaints with any state and non-state bodies and institutions, as well as send statements of claim to the court.

When filing a claim with the judicial authorities, it is imperative to comply with the current norms of the Code of Civil Procedure of the Russian Federation.

Nowhere in the legislation is there a specific list of reasons why a citizen can file a claim, complaint or statement of claim against a seller.

Of course, there is no point in applying because of a “sideways glance,” but in case of any violation of the rights and interests of the buyer, he can submit an appropriate application.

But the reasons for a particular request may be different, since the list given is not exhaustive.

For service

The company closely monitors the quality of customer service. But she does not always manage to realize this to the fullest.

Often, none of the salon employees can provide complete information about the products being sold, payments are made slowly, or the client has to demand that the details be corrected many times in order for the money to be credited correctly.

The most effective way to solve the problem in this case is to write a complaint via the Internet or leave a complaint about the quality of service by calling the hotline.

Per employee

Some company employees do not have the necessary politeness and tact, and some are downright rude to customers.

Such actions should be brought to the attention of the direct management of the retail outlet or a complaint should be filed with the company itself.

After the inspection, the violator will be disciplined or even fired, depending on the severity of the offense.

It is highly advisable to file any claims, complaints, etc. in a written form. Only in situations of little significance to yourself, you can leave a statement by phone.

Some authorities, for example, the courts or the prosecutor's office, can only be contacted in writing.