Firstly the story, I bought a Soundbar Samsung HW-Q950T/XN from Coolblue, and purchased the with the 3 yr extended warranty, after about 2 months the soundbar started to stop producing sound for about 10 seconds every 5 minutes or so ( was random). I contacted cool blue and asked for a replacement, but they told me it had to be sent in on warranty, ( I though to myself why did i pay for the extended warranty at this stage but it was the holidays and i just wanted a working soundbar ) Now a sound bar is massive and I didn't have box that big , I asked Coolblue to send me a box or having their van pick it up and was basically told " Good luck, and We don't send van's out for warranty pick up's" . So it took a while but I made a box out of 4 smaller boxes and shipped it off.... 4 weeks later an email arrives with "Your CoolblueCredit is waiting for you" in the title...
I was given instore credit for the device, which I bought on sale, it took a very long time ( across 2 days ) for Customer service to get back to me, after hours they finally agreed to give me a replacement at the sale price, I then read google reviews of the Samsung HW-Q950T/XN just before I agreed, and it seems the problem I had was very common so I didn't want to replace it have it fail again and have another gap of 4 weeks with no soundbar.
I found a replacement with better reviews Samsung 950A , when I looked at the price online vs Coolblue, Coolblue were 300 Euro more expensive then plasmavisie.nl so I asked Coolblue to price match then I would pay the difference, They refused to price match, So I asked for my cashback for the soundbar and the 40 euro warranty. ... after again another hour with customer service they finally agreed and told me I would get my money back for the soundbar in " a few days to a week" but 0 compensation offered for the warranty.
So basically ,what was the warranty for? Its seems to me to be basically a scam from Coolblue, Samsung would have gave Coolblue back the cost of the item to for the manufacturers warranty, and I'm out the 40 euro for the privilege of not having a sound bar for 4 weeks.
eg) This company has the audacity, to have statements in their Terms of service
https://www.coolblue.nl/en/c/terms-and-conditions.html#id-6-right-of-withdrawal that they don't live up to
8. What you can expect from us after a return
Did you indicate that you’d like to return your order, within 30 days? We’ll do the following:
We'll send you a confirmation of your request;
We’ll send you a new product or you’ll receive your payment back within 3 days.
- While it says in the first 30 days... -----they have agreed to return my money ... why do i need to wait a week ???
eg 2 ) https://www.coolblue.nl/en/customer-service/stock-status-products
Does Coolblue have a lowest price guarantee?
No. At Coolblue, we want to make a difference with the very best service and not by stunting with low prices. On this page, you can read more about who we are and why we do what we do. ----- 4 weeks for service and 2 days of trying to make an agreement with Customer service … I'll go for lower prices from now on.
I've saved the conversations and emails as proof of these statements if anyone is interested
