Patrulha do Consumidor: Relógio chega com a tela riscada, e loja não cumpre garantia

Summary

Flavia received a last-generation watch as a birthday gift from her husband, but it had a scratched screen and was previously activated, violating the warranty. Despite initial refusal, the store eventually agreed to a refund after negotiations led by Celso Russomano from Patrulha do Consumidor. Flavia is grateful for the resolution and confirms receiving the money back.

Takeaways

• 🎁 Flávia received a high-tech watch as a birthday gift from her husband, but it arrived with scratches and problems.
• 😡 The store refused to honor the warranty when Flávia tried to exchange the scratched watch.
• 📆 The watch appeared to have been activated almost a year prior, contradicting the claim that it was a new product.
• 📞 Flávia recorded her interactions with the store, capturing evidence of conflicting statements about the watch's activation date.
• 🤥 The store attendant initially claimed the watch was not previously activated, but technical documents showed it had been activated in June 2023.
• 🔍 The store manager and technical staff attempted to resolve the issue, but conflicting information persisted regarding the activation and warranty status.
• 📋 The Apple technical support confirmed the watch was activated in June 2023, supporting Flávia's claim of prior use.
• 💡 The store proposed two solutions: either refund the purchase amount or exchange the watch, with a preference for the same color being challenging due to limited stock.
• 💵 Flávia opted for a refund, which was processed after a week, resolving the issue to her satisfaction.
• 👏 Flávia expressed gratitude towards Celso Russomano and the consumer protection team for assisting in resolving her problem, highlighting the importance of consumer rights advocacy.

Q & A

What was Flávia's initial problem with the smartwatch she received?

Flávia's smartwatch arrived with a scratched screen, which led to issues when she tried to exchange it at the store, as the store refused to honor the warranty.

Why did Flávia face difficulties in exchanging the smartwatch at the store?

The store claimed that the smartwatch had already been activated on June 1, 2023, and had only 12 days left on its warranty, which contradicted Flávia's claim that it was a new and unused gift.

How did Flávia verify the activation status of the smartwatch?

Flávia smartly recorded her conversation with the Apple store attendant, who repeatedly confirmed that the smartwatch had been activated almost a year prior to her receiving it.

What was the store's explanation for the activation date discrepancy?

The store explained that sometimes devices that stay in stock for a long time may have their warranty validated by the purchase date instead of the activation date.

How did Flávia prove that the smartwatch was previously activated?

Flávia presented a document from the Apple technical assistance in Morumbi confirming the device was activated on June 1, 2023.

What resolution did Flávia seek from the store?

Flávia wanted either a replacement of the smartwatch or a refund of the purchase amount.

How did the store manager respond to Flávia's complaints?

The store manager acknowledged the issue, discussed the activation date discrepancy, and eventually offered either a replacement of the same color or a full refund within a week.

What was the outcome of the negotiations between Flávia and the store?

The store agreed to refund Flávia the full amount within a week, as finding a replacement of the same color was difficult.

How did Flávia confirm the resolution of her issue?

Flávia recorded a video thanking Celso Russomanno and his team for helping her resolve the issue, confirming that she had received the refund.

What role did Celso Russomanno play in resolving Flávia's issue?

Celso Russomanno intervened in the negotiations with the store, helping Flávia get a resolution to her problem with the smartwatch.