1/5 Jason P. 2 years ago on Google
I
purchased
a
Samsung
washing
machine
and
Samsung
refrigerator
in
September
2017
for
the
princely
sum
of
€2013.
After
just
one
month,
both
items
became
faulty,
and
this
is
when
I
discovered
that
the
serial
numbers
had
been
removed
from
both
items.
As
a
result,
Samsung
could
not
assist
me
directly,
and
I
was
forced
to
go
through
Welhof
for
a
resolution.
I
was
outside
of
the
returns
period,
so
I
could
not
return
the
items.
Just
over
one
year
later,
the
refrigerator
broke
down,
and
Welhof
refused
to
help
me
because
it
was
outside
of
the
guarantee
period.
Unbeknown
to
me
at
the
time,
they
were
legally
obliged
to
repair
or
replace
the
item
under
Dutch
law
due
to
'legal
guarantee'
(wettelijke
garantie)
where
the
seller
is
obliged
to
repair
or
replace
an
item
for
free
if
it
becomes
faulty
from
normal
use
during
the
expected
functional
lifetime
of
the
product.
And
of
course,
a
fridge
should
not
be
expected
to
only
last
one
year.
Welhof
completely
ignored
this
law,
and
refused
to
help.
Three
years
later,
the
washing
machine
broke
down
again,
and
I
had
an
independent
engineer
diagnose
that
it
was
due
to
a
faulty
motherboard,
and
that
the
serial
number
is
required
to
replace
it
as
different
batches
use
different
models
of
motherboard.
Again,
I
approached
Welhof,
and
they
promised
to
repair
the
washing
machine
if
I
send
it
back,
even
though
I
told
them
what
the
independent
engineer
told
me.
So,
I
sent
it
back.
A
few
days
later,
they
told
me
the
same
thing
that
the
independent
engineer
did,
and
that
they
will
only
repair
it
at
my
cost
using
a
motherboard
they
can't
be
sure
is
the
correct
one,
and
that
I
will
still
have
to
pay
for
the
repair
if
it
doesn't
resolve
it.
Again,
they
completely
ignored
their
obligations
under
Dutch
law.
At
this
point,
the
washing
machine
would
be
easily
repairable
if
the
serial
number
had
not
been
removed
by
them,
and
should
certainly
not
be
scrap
after
less
than
four
years
of
normal
use.
It
is
known
as
‘non-conformiteit’
or
‘ondeugdelijk
product’
(Article
7:17
of
the
Dutch
Civil
Code).
Over
the
course
of
several
days,
I
attempted
to
communicate
with
them
via
various
channels
including
email,
WhatsApp,
Facebook
and
phone,
and
they
gave
me
promise
after
promise
that
they
failed
to
deliver
on
each
time.
Their
phone
line
almost
invariably
takes
more
than
30
minutes
being
on
hold
before
they
answer
each
time,
and
each
time
they
promised
they
would
get
back
to
me.
They
never
allowed
me
to
speak
to
anyone
in
authority,
and
were
rude
and
dismissive
of
me
on
the
phone.
I
explained
how
stressful
the
matter
was
for
my
family
with
two
very
young
children,
and
they
showed
a
complete
lack
of
empathy
or
consideration.
So
much
so,
that
in
the
end
I
was
sent
a
rather
abrupt
and
rude
message
saying
they
would
return
my
broken
washing
machine
to
me
and
dump
it
on
my
front
doorstep
unfixed.
At
the
time
of
writing,
I
have
made
complaints
to
Klachtenkompas,
Qshops
and
ACM
ConsuWijzer
all
of
whom
are
government-regulated
bodies
that
have
authority
in
the
matter.
I
am
also
in
contact
with
bailiffs
with
a
view
to
issuing
a
subpoena
to
issue
a
court
summons
for
a
subdistrict
court
judge
to
dissolve
the
purchase
so
that
they
will
be
ordered
to
issue
me
with
a
full
refund.
This
will
be
enacted
if
they
fail
to
respond
satisfactorily
to
the
formal
notice
I
have
issued
to
them
to
provide
a
full
refund
or
replacement,
at
which
point
they
will
go
into
default
and
I
will
issue
them
with
a
formal
notice
to
terminate
the
purchase
agreement.
Thankfully,
as
a
consumer,
I
am
very
well
protected
under
Dutch
law.
Do
not
let
this
company
take
you
for
granted
by
flouting
the
rules
and
behaving
above
the
law.
Better
still,
I
recommend
against
purchasing
anything
from
this
company
based
on
my
extremely
bad
experience
on
the
only
two
expensive
items
I
have
purchased
from
them.
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