Complaint against Euroset: sample, where to complain, step-by-step instructions

Clients of the Euroset network of cellular communication stores often encounter violations of their consumer rights, for example, when returning a low-quality product or making complaints about the quality of the purchased connection. If employees refuse to eliminate the inconvenience that their client has encountered, the only correct decision in this situation will be to contact the appropriate regulatory structures with a pre-prepared complaint.

In this article we will answer the following questions: what can serve as grounds for filing a complaint against Euroset? where should I handle it? How to properly file a claim? Read on.

Reasons for filing

The reason for filing a complaint against one of the Euroset mobile phone stores may be any violation of consumer rights provided for in the Law “On the Protection of Consumer Rights”. For example:

the cost of goods on display differs from what is announced at the checkout at the time of purchase;
unprofessional behavior of salon employees when contacting clients (rude, defiant behavior, insulting the honor and dignity of potential buyers, profanity, etc.);
refusal to return/exchange low-quality goods that have significant deficiencies or defective elements;
refusal to eliminate a detected defect in a product within the current warranty period;
the purchased product was not properly completed;
refusal to accept the claim for consideration;
other violations prescribed by the Law “On Protection of Consumer Rights”.

Institutions of appeal

Where can I complain about the work of the MFC?

How to file a complaint against Euroset via a hotline or official website

You can appeal against the actions of store employees who acted illegally or in violation of ethical rules and regulations using remote services of Euroset stores: hotline, telephone number for complaints and appeals, website for online communication with the administration.

The mechanism for appealing the actions of sellers or employees of the administration of a particular store operates according to the same rules both in the outback and in Moscow or other cities of the federation.

Our articles talk about typical ways to resolve legal issues, but each case is unique. If you want to find out how to solve your specific problem, please contact the online consultant form on the right →

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Reasons and grounds for filing a complaint

The operation of the network is regulated by federal legislation, including the provisions of the Civil Code, commercial law and a law that limits the rights of sellers and clearly defines the rights of consumers.

As with any other commercial enterprise, a complaint is filed with Euroset based on several reasons:

failure to comply with legislation protecting consumer rights;
rude, unethical behavior of employees;
product price discrepancy;
refusal to exchange or return goods;
the receipt and the properties of the actual purchased item have different names and price positions;
commission of an offense that is sufficient to initiate criminal proceedings.

The first point of the possible violations of consumer rights we have listed is quite broad. This could be a complaint from Euroset about a substandard product, the provision of a product that does not meet the stated characteristics, or the purchase of an obviously defective product.

An important part of fulfilling obligations is the exact fulfillment of the terms of the agreement between the consumer and the seller.

The contract clearly states the volume of supplies (completeness), quality characteristics and other important information about the purchased item.

Complex devices and expensive goods are equipped with a mandatory list of quality characteristics, their price parameters, and an indication of consumer properties.

Where to contact

There are many ways to restore your rights. The first step is to contact the seller verbally. He can solve the problem on the spot and the conflict will be settled.

Where to complain if this does not happen, but, on the contrary, boorish statements were made in response to the appeal? You can complain about Euroset and its employees both to the administration of the company and to the controlling structures.

Let's start with the opportunity to contact the administration in writing.

Book of complaints

If there is no certainty that verbal communication will have consequences, or when a verbal altercation begins and the conflict escalates, it is best to submit a written statement. It must be sent directly to the management of the company.

The easiest way to make a written appeal to the administration of a commercial establishment is to leave a complaint in a special book. This paper journal called “Book of Complaints” is located at the seller’s workplace. It should always be available to customers so that they can leave their comments, requests and suggestions for improving the service.

When describing the situation in the “Book of Complaints”, describe everything without emotion, concentrate on the facts that you can justify. It is advisable not to leave the original receipts as an attachment, as this may serve as a temptation for careless sellers to destroy incriminating evidence.

Please include your contact information in your complaint. These coordinates should be used for feedback. The buyer can check the response to his comment and, if there is no response, file an application with law enforcement agencies.

Hotline

To file complaints against the network, you can use the company’s call center. Number: 8-800-700-00-10. You may not be able to get through on the first try. The fact is that Euroset uses a hotline telephone number to receive offers and orders. Therefore, you will have to wait quite a long time for the connection.

However, contacting through a general call center will speed up the consideration of comments and give a quick and positive result.

It is advisable to contact the call center with current, quickly resolved issues - consultation on the issue of exchange or defect of a purchased item, a dispute related to the quality of the product.

Euroset website

There are two options for accessing the official website. On the website you can order a feedback call, that is, a call from the company without the buyer paying for the connection. To do this, you need to provide the applicant’s basic information and wait for a call to the number.

You can also write a complaint in the online form of the Feedback website, indicating the necessary information: place of purchase, email and telephone number of the complainant.

What to do if management doesn't respond

Where to complain if the network does not respond to requests and writes unsubscribes? By the way, this can happen, since formal replies reduce the amount of work of a careless employee.

Needless to say, this is the practice of the entire service department of the company, but this can happen. In this case, it is worth contacting government agencies and law enforcement agencies, as well as the court.

Let's take a closer look at how to move from negotiations and dialogue to a tough position.

Prosecutor's office

This law enforcement agency can prosecute for failure to comply with the law, including through the initiation of a criminal case.

It is important that the offense committed is a real criminal offense and is within the competence of the prosecutor's office.

Basically, the preferred cases of the prosecutor's office are disputes related to obvious tax evasion, issuance of fictitious checks, and deception of consumers on a large scale.

However, if the application is sent to the wrong address, it will most likely be sent to the police to clarify all the circumstances. It is necessary to prepare for a lengthy consideration of the case and the need to repeatedly provide explanations for the case and confirm the data with various materials.

Court

The last resort both for the government agency that imposed the penalty in the form of a fine, and for the consumer’s decision to personally protect his rights. Here, in any case, you will have to resolve the issue in three stages:

drawing up and filing a claim supported by evidence and evidence;
consideration of the case and rendering a verdict;
execution of a court decision voluntarily or through the executive service.

Legal costs for such a process can be compensated by a court decision, and compensation payments can only be established through an expert conclusion and a court verdict that will be subject to appeal.

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Drawing up a complaint

How to write a complaint to Euroset and when can you expect a qualified response from the market to your appeal? We will analyze this issue in detail and offer samples of ready-made documents.

Sample

The complaint against Euroset regarding the employee and the quality of the service provided does not differ from the standard sample. A sample application can be viewed and downloaded here.

service complaints (.doc)

What must be indicated in the text of such a document? FULL NAME. applicant, address and contact details. It is also advisable to indicate specific information - the address of the store, the names of the citizens with whom the conflict arose, the names or telephone numbers of witnesses to the event.

Before drawing up a document, it is important to imagine how it will be considered by the administration, and not to clutter the text with various statements and vivid comparisons.

It is necessary to include more data that will make it possible to identify sellers and the goods they sell.

In most cases, it is the exact identification of the product and the specific service provider that makes it possible to quickly restore fair treatment to the consumer.

Time limits for consideration of a formal complaint

By accepting a complaint through the form on the website, the market undertakes to provide a response no later than 24 hours. If you file a complaint with government agencies, you will need to wait a maximum of 30 days. However, this is the maximum period. The response from a government agency may have an intermediate option, where employees may demand additional information, clarify the situation and all the circumstances.

If the requirement is drawn up correctly and there are a lot of facts given to verify it, usually the consideration does not take more than a week or two.

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Or call us by phone (24/7):

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This useful video contains detailed information on how to use one of the closest government services, Rospotrebnadzor, to protect consumer rights.

How a complaint is filed, what powers do those involved in it have, what consequences do the employees of this government department leave for negligent sellers.

Conclusion

Complaints from Euroset are dealt with fairly quickly. Consumers' assessment of the administration's response varies - there are positive solutions to their requests, and there are those who were not satisfied with the consideration of the complaint. The company's hotline is the fastest option for resolving disputes.

To effectively file complaints, Euroset offers a variety of communication platforms, ranging from verbal appeals and messages via an online form, to a direct call to the company’s call center. There are also written forms, traditional oral, personal techniques of users.

If the company does not give the necessary and sufficient response, you can always involve government services, fiscal authorities, services for monitoring the quality of consumer service, and law enforcement agencies.

The choice of specific communication depends on the situation and the level of conflict. If there is contact and a simple evidence base is required, it is better to start with it and not move on to legal proceedings, which will take time, require money and moral costs.

Our articles talk about typical ways to resolve legal issues, but each case is unique. If you want to find out how to solve your particular problem, please contact the online consultant form.

It's fast and free!

Or call us by phone (24/7):

If you want to find out how to solve your particular problem, call us by phone. It's fast and free!

Source: https://PravPotreb.com/zhaloby/evroset.html

Drawing up a document

Despite the absence of a legally established form of complaint against Euroset, when drawing up, certain features of the structure and content should be taken into account.

Info

A complaint against Euroset can be made in writing, either by hand or on a computer. The main rule is that the contents of the documents are readable.

So, when drawing up a claim petition yourself, you should indicate the following information:

The full name of the specific mobile phone store to which the applicant has a claim, as well as the details of the person (for example, senior manager) to whom the application is being submitted;
Details of the applicant (full name, permanent registration address, contact telephone number);
Availability of preferential status (registered, if any);
Description of the purchase of the product (its name, cost) indicating the exact address and approximate time;
The circumstances under which the applicant discovered shortcomings and defects in the goods;
Further actions taken by the buyer (for example, drawing up an application for return/replacement of goods in accordance with the rules of the Law “On Protection of Consumer Rights”);
Legislative justification for your position (prescription of specific articles of the Law “On Protection of Consumer Rights”;
Applicant's requirements;
List of attached documentation confirming the information provided above;
Date of application and personal signature of the applicant.

Please note that in some cases complaints may not be considered at all. Such cases include:

the complaint contains advertising;
the document contains a link to another Internet portal;
the content of the document is not in a business style and has lexical elements of obscene content;
the complaint contains threats and insults;
the complaint was sent by an anonymous person;
the text of the petition cannot be read due to its unreadability;
the application is duplicated (the organization has previously provided a response to exactly the same complaint).

Complaint against Euroset - their employees, service (samples of documents and step-by-step instructions)

If it was not possible to resolve the problem peacefully, Euroset sellers refuse to accept the equipment back and return the money, they do not want to exchange the goods, they are rude, you need to write a complaint to higher management or to the appropriate authorities.

Reasons and grounds for complaint

Important! Please keep in mind that:

Each case is unique and individual.
A thorough study of the issue does not always guarantee a positive outcome. It depends on many factors.

To get the most detailed advice on your issue, you just need to choose any of the options offered:

Use the online chat in the lower corner of the screen.
Call: Federal number: +7

The buyer has the right to file a claim if:

prices on display and on receipt vary;
the seller knowingly gave false information about the characteristics of the product;
the employee behaved rudely;
the goods are not accepted with a warranty card;
the equipment has external defects or damage;
it was delivered late;
it was sold incomplete;
the seller refused an exchange or refund;
there are other quality claims.

Complaints within the company

A complaint about the competence of Euroset employees or low-quality goods can be submitted to the company’s management. For example, by writing a claim on the official website using the link. To do this, go to the “Feedback” tab.

Management

The complaint addressed to management is written in a business style. There is no set form, so it is drawn up in free form. you can follow the link.

https://www.youtube.com/watch?v=pZnG-FXv6IA

The claim is made in person at the address: Moscow, st. Leninskaya Sloboda, 26, building 5, 3rd floor, Business. If you don’t have time to pay a visit or you are in another region, the complaint is sent by mail: 115280, Moscow, st. Leninskaya Sloboda, 26, building 12, office 23 JSC Euroset Logistics.

Information will reach management if you publish a complaint on official social networks:

The Euroset Directorate cannot fail to respond to a complaint on the Internet, since it is visible to all users. A written complaint becomes public, and a bad review spoils the company’s reputation.

Supervisory authorities

If attempts to resolve the issue peacefully do not yield results, you need to complain to independent authorities that monitor the work of such companies.

OZPP

This is an organization whose lawyers help defend the rights of citizens. Residents of the capital can make an appointment by calling: + 7.

Citizens are received at the address: Moscow, Smolensky Boulevard, 7. If it is not possible to make a personal visit (for example, you live in another city), leave a complaint on the website using the link. There you can see the cost of services and a sample complaint. The claim can also be sent by email

How to properly file a claim

It is better to type a complaint on a computer, because handwritten text cannot always be read. Because of this, the application may not be considered.

When compiling, you must follow the design rules; the header of the sheet indicates:

name of the organization, full name, to whom the complaint is addressed;
Full name, date of birth, contact information, preferential status, if any (veteran, disabled, etc.) of the applicant.

Text of the appeal:

circumstances of equipment acquisition;
identified defects, damages or dissatisfaction with the work of employees;
why the employee did not solve the problem;
references to legislation;
your requirements, suggestions;
attachment: materials and documents confirming violation of rights;
number, signature.

The complaint may not be answered if:

it contains advertising;
links to third-party sites are provided;
there is obscene language, insults, threats;
there are stylistic, grammatical and spelling errors;
it is written anonymously or the contact information is incorrect;
it is impossible to read the handwriting, the text is written in capital or Latin letters;
the answer has already been given earlier.

Terms of consideration

According to the Law “On the Protection of Consumer Rights”, if the issue is resolved within the company, management must consider the complaint within 2 days, and 5 days are given to take action. After this, the directorate is obliged to notify the applicant of its decision.

According to the law “On the Procedure for Considering Citizens’ Appeals,” government bodies must solve the problem within 30 days. The prosecutor's office registers the application within 72 hours from the date of filing.

If there is no need for additional verification, 15 days are given for consideration. If the complaint contains little information, it may be returned to the complainant after a week for correction. In some cases, the review period is extended to 30 days.

The dissatisfied buyer must be notified of this.

Source: https://viplawyer.ru/zhaloba-na-evroset/

Contact Rospotrebnadzor

If it was not possible to resolve the situation by contacting the management of the Euroset salon, the next stage of resolving the conflict situation will be an appeal to Rospotrebnadzor.

You can contact him:

by filing a complaint on the official portal of the supervisory authority;

Having opened the site, you need to find a special form for filling out a complaint, in which you will need to state the same essence as in its written counterpart. Once the form is completed, you should attach photocopied documentation confirming what is described. For example: checks and receipts, warranty cards, etc.

draw up a complaint in writing and deliver it to Rospotrebnadzor in person or by mail.

What to do if a complaint is ignored

Ignoring a complaint is a direct basis for contacting government agencies involved in protecting the rights of citizens. First of all, you should send a complaint to Rospotrebnadzor.
You can also file a complaint with the prosecutor's office. As a last resort, it is possible to file a lawsuit demanding compensation for losses and return/exchange of a product of inadequate quality.

It should be noted that quite often it is enough to simply notify store employees of your intention to submit an application to one of the government agencies.

This can help solve the problem without involving third parties. If you wish, you can also contact the media, also having previously warned the employees of the outlet.

Contacting the prosecutor's office

Another no less effective supervisory authority is the prosecutor's office, which deals with the widest range of violations of civil law.

Info

A complaint to the prosecutor's office is filed at the place of permanent registration of the applicant. This will significantly speed up the review and decision process.

Ways to file a complaint with the prosecutor's office:

Online, through the official website of the prosecutor's office (regional or General). Just as when contacting Rospotrebnadzor, when filing a complaint on the institution’s website, you will need to fill out a standard complaint form in the “Online Complaint” section, and then attach the available list of documentation confirming the above;
During personal appearance at the territorial division of the institution;
By post with the possibility of notification of receipt.

How to write a complaint?

Hotline operators are responsible for processing all requests, especially if the topic of the request is related to a negative assessment of the company’s activities. All complaints are processed; if necessary, consultants will conduct an additional investigation and request photo or video materials to clarify all the circumstances in detail.

It’s easier to leave a complaint electronically through a tab on the website or by sending an email

You can also publish a claim on the social network VKontakte. Moderators will contact you to clarify the circumstances.

Deadlines

The time frame for considering a complaint against Euroset directly depends on the authority to which it was filed. So:

When applying to Rospotrebnadzor , the period for consideration of the application will be up to thirty calendar days from the date of its submission and registration;
When contacting the prosecutor's office , the period for consideration and making a decision on the case is about eighteen days , three of which the application is in the process of registration and awaiting consideration. In some cases, the period may be extended to thirty days (if additional verification is required);

Info

If during the consideration of the complaint any violations are discovered in terms of its drafting or content, it will be forwarded back to the complainant within seven days from the date of initial filing. Having corrected it, the applicant can resubmit it for consideration.

Other methods of communication

Additionally, attention should be paid to alternative sources for communication; here are social networks as an example:

VKontakte - https://vk.com/euroset_club.
Odnoklassniki - https://ok.ru/euroset.ru.
Facebook - https://www.facebook.com/euroset.
Instagram - https://www.instagram.com/euroset_ru.
Twitter - https://twitter.com/euroset_company.
YouTube - https://www.youtube.com/EurosetCompany.

In the created communities you can find news, promotions, offers and an online store.