Office of fair trading in Spain

Hi,

I had a Samsung Galaxy free as part of a Vodafone contract last Feb for 24 months. Samsung Galaxy broke in November and since November 21st it has been a phone house, where i bought it, in Malaga. They sent it to Madrid for repair and basically i have never heard back from them since. I have been in there 3 times and fobbed off (after waiting in queue for 40 minutes each time minimum). I was told the phone would take 4 weeks to repair, then 6 weeks, then 8 weeks. I was given 2 phone numbers to ring and nobody answers them. I was given an e mail address of girl in shop, Ana Muñoz but she does not answer e mails. I have complained to Phone House online but no answer.

I have also written to Samsung but they tell me it is a Phone House problem as I got the phone from them.

 

Is there an Office of Fair Trading  in Fuengirola/Malaga (don´t laugh). I am at my wit´s end with this and don´t know what to do next. I told them to give me a free phone last time i was there but she said they can only do that if it is authorised from Madrid (god).

 

Any help would be appreciated. Thanks, Jane

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This is an almost identical story to what happened to a friend of mine who bought a tablet from the Phone House. Twice back for repair, then they lost it, they think it's in Madrid ..... Four months and no tablet.

Anyway what got things moving for her was joining the Facebook page for Phone House ES, and every time Phone House put up a story or a pic, she would write her problem underneath (along with 2 or 3 Spanish folk with similar problems). She just wrote in English. Within a day Phone House had contacted her through Facebook and promised to sort it out.m that was last week ..... Fingers crossed.

Worth a try!

Oh of course the official way is to ask for the Hojas de Reclamación in the shop.

Aso, in more direct answer to your question, many town halls or libraries host the Oficina de Consumadores (similar to CABx) who will add your case to their bulging file on Phone House.

Good luck!

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Thanks very much I will try going down the facebook route

 

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Thanks very much .. I have facebooked them and I received a reply within 2 minutes of posting my complaint right underneath one of their new razzle dazzle products (that probably dont work). Thanks all and hopefully they will be in touch within 24 hours or I will go down the hoja de reclamacion route.

 

Thanks again,

 

Jane

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Hooray for the power of Facebook! Or rather, the power of bad publicity on Facebook!!!

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