The Manager CUSTOMER CARE Darty Store 2 Parvis La defense 92800 Puteaux WHIRLPOOL : WFC3B +26: SALE NO. 907021****7380 We bought a dish washer in darty Store 2 Parvis La defense 92800 Puteaux on 16th June, 2019 and the machine was delivered on 18th June, 2019 but not sealed in a box like a new bought items. When we asked the personal who delivered it to us why the machine was not sealed in a box, we were told that there was no enough space in the delivery van to contain a box. Meaning that if the machine was sealed, it could not have fitted in the delivery van.(so whirred) That response was not convincing to us because when you buy a new item or product you want to receive it sealed. After two weeks of using it, the machine could not wash the dishes properly. We personally went to Darty store and reported the problem and the manager of the store refused to have the machine exchanged and told us that a technician would come to our house to repair the machine as the guarantee of two years according to the Manager, only covered for a technician to repair the machine. (This response of 2 year guarantee only covering repair works was not convincing, as per European Consumer rights, “it states that if the product is faulty, a client or consumer has a right to request for repair or replacement” which in our case we requested for a replacement after failed repairs works by your technicians. We tried to reason with the Director that at that moment, we wanted to exchange the machine, as it was discouraging to see a new machine failing to wash dishes and since it was still within the guarantee period, that allowed us to have it exchanged, but sad for us, the Director at La defense with his team did not help us. The following day we called the technician, who scheduled for an appointment to come home on 3rd August, 2019 as most technicians were on vacation. The Technician came home and worked on the machine, but his visit did not achieve any good result. The following day we called and informed the service department that the machine was still not working and the service department rescheduled another appointment. In short we have had five technicians working on this dish washer and but not working still. You may wish to NOTE that surprising, Darty store has only recorded three technicians and yet we have had five of them coming home. We wish to mention that we got frustrated and sad on the fifth technician who came with 4 boxes to try to change parts from the machine. This made us not to allow him to do anything from home as it is not a workshop and we requested if he could take the machine to their workshop to which he refused and left. Since he refused, that same afternoon, we took the machine ourselves in person to La Defense Darty store on the 11th of September, 2019. From the time we left the machine, they have not phoned us and they have not done anything to repair it. On 21st September, 2019 we went back and tried to complain that we are being treated unfairly and neglected customers and yet we paid for the machine and we also paid for an additional grantee of 3 (three) years. Which means this machine has a five-year guarantee. They refused to have the machine exchanged and they stated that they can only repair it. After unfruitful meeting with the manager of the store Mr. Sanir, we agreed to have it repaired in their workshop since we had left it there, and he gave use a contract which he signed agreeing that the machine will only be returned to us after Darty had done repairs. A week later, we did not hear from Darty, and we decided to go back to the store to check for progress. To our shock, we were told that they were not going to have the machine repaired from their workshop and that if we wanted them to have it repaired, we would need to get it from the store to our home failure to our getting the machine home their technician would not repair it and they would not do anything to the machine. The Store manager, Mr. Sanir further, mentioned that we should also consider loosing our money and the machine if we would not get the machine home to be repaired. REASONS FOR OUR REFUSAL TO GET THE MACHINE HOME •We did not agree to get the machine home because we have had unsuccessful experiences of their visits already and that had inconvenienced us, as we both work. We had to ask for time between work each time a technician made an appointment, to go home for repairs and this was also affecting our work. •Which employer would always want to hear the same reasons from an employee to leave work early for months? •For us we left the machine at their store so that they could thoroughly work on it and bring it once it starts functioning well and yet Darty store at la Defense has totally refused. •Mind you this machine has been with us for less than a month also when problems started • We left it because we could not understand an idea of changing a motor on a new machine. Who would agree to have a new machine have a motor changed? So annoying especially if you spend a lot of euros (578Euros) •We felt our lives where at risks since we have small children and that technicians failed to repair it on these fives visits and that if something major was wrong with the machine, it needed to be dealt with away from home for security reasons. •According to EU Consumer Rights on “Guarantees and Returns of 3/10/ 2019”, states that consumers have the right to a minimum 2-year guarantee at no cost, regardless of whether you bought your goods online, in shop or by mail order”. •This 2-year guarantee is our minimum right and it states that if goods bought anywhere in the EU are faulty the seller must repair or replace them free of charge or give a price reduction or a full refund. •IN OUR CASE, your technicians testified by their regular visits, that the machine was faulty, and we fill we are acting within our rights, which Darty la Defense is denying us. What kind of injustice is this? We did not steal this machine, we bought it from Darty thinking it is store with good reputation. •This machine develops a fault, putting our lives at risk, inconveniencing us, taking it back for exchange and repair, you are refusing underlining that repairs be done at our home. •If Darty is considering their procedure of technicians working from homes of clients as very cardinal, have you(Darty la Defense Team) considered the time we have been inconvenienced from 16th of June, 2019 to-date, and yet you have used our money. •Since we are not using your machine, we take Darty has been using our money against our wish since the product we paid for, has not be rendering the services we paid for. •We are tired seeing the Manager at Darty la Defense who seem NOT to care at ALL and thinking about their interests NOT OURS. •We want this resolved, REPAIR/REPLACE THE MACHINE. WE WANT TO MOVE ON! NOTE that we have full times jobs to protect and we have no much time to be attending to your technicians.