Grounds for filing a complaint against M.Video
When receiving service in a store, a consumer has a certain range of rights, violation of which he has the right to complain.
| Situation | Consumer rights | Rule of law | |
| Right to return or exchange goods | |||
| Returning goods of proper quality | |||
| Purchasing goods in an offline store | Goods of good quality can be returned or exchanged for a similar one within 14 days from the date of purchase | Art. 25 of the Law on Consumer Protection | |
| Purchasing a technically complex product | Technically complex goods of good quality cannot be exchanged or returned if they have a warranty of one year or more. | Clause 11 of the List of goods not subject to exchange; List of technically complex goods | |
| Purchasing through an online store | You can refuse any product at any time before the expiration of 7 days from the date of receipt | Art. 26.1 of the Consumer Protection Law | |
| Returning goods of inadequate quality | |||
| Purchasing goods in an offline store | If defects in the product are discovered during the warranty period or within 2 years if the warranty period is not established, the consumer, at his choice, has the right to demand:
| Art. 18 of the Law on Consumer Protection | |
| Purchasing a technically complex product | Within 15 days from the date of purchase, the consumer has the right to demand a refund or replacement of the product. If the defect is discovered later, the product can be returned or replaced only if:
| Art. 18 of the Law on Consumer Protection | |
| Right to proper care | |||
| Delivery of goods | In case of violation of delivery deadlines, the consumer has the right to choose:
| Art. 23.1 of the Consumer Protection Law | |
| Product information | The consumer has the right to reliable information about the product, including the price of the product and its characteristics. The seller is obliged to sell the goods at the price indicated on the price tag. Failure of the product to meet the stated characteristics is grounds for its return. | Art. 10 of the Law on Consumer Protection | |
| Store employees | The incompetence of store employees can lead to the buyer receiving false information about the product. Insulting or discriminating against customers is an administrative offence. Cheating is subject to criminal penalties. |
| |
Alternative ways to buy goods at a profit
Advertising slogans promise benefits, offering to buy goods without a down payment, without interest and with payment within two to three years.
Who can resist such an offer, especially if you need a TV, a washing machine or a fifth fur coat to match the color of your new bag? Of course, many buyers make deals spontaneously, seeing attractive prices or super-favorable conditions. And the overpayment for insurance will seem small after the persuasion of experienced sellers, and additional accessories will turn out to be necessary in everyday life. After the purchase, there will be a cooling-off period when the completed transaction is assessed from all sides.
Unfortunately, not everything can be changed: the buyer’s signature on the contract confirms his consent to the stated conditions. Hire purchase insurance is a condition that can be waived. There is a risk that the product will not be sold to you, and in this situation it is worth considering alternative ways of purchasing it.
For example:
- pay by credit card with grace period. Cards with long-term zero interest are now offered by all major banks. Applying for a credit card with a grace period of 100 days is quite simple. And if you manage your accounts skillfully, you can get installments for a year or more. The costs will be the fee for the annual maintenance of the card (from 400 to 1000 rubles) and the cost of SMS alerts (50 rubles per month);
- buy online. Above we described the method of purchasing in online stores in installments. But there are other online sellers offering similar products at favorable terms. For example, fur factories organize online auctions and you can buy a fur coat with a 20% discount. You will have to pay immediately, but such benefits are worth getting a credit card:
- pay with an installment card. An alternative to credit cards and a good tool for profitable purchases are installment cards. Disadvantages of short installment periods: most partner stores offer payment terms of up to 6 months. But it’s nicer than overpaying for warranties and insurance.
- contact your competitors. Stores need to increase sales. The country's economy is not conducive to this: the consumer capacity of the population is falling. Therefore, they stimulate demand with promotions and installment plans. If they refuse to sell you a product without insurance, contact your competitors: they probably have similar offers and managers who are ready for constructive dialogue and compromises;
In conclusion, we note that sales of goods in installments are in demand, and this can only be explained by the economy, the lack of savings among the population for large purchases. In the coming years, we are unlikely to see significant changes, which means that stores and banks will offer customers installment plans and other ways to buy necessary things. And, impose warranty service, insurance, sale of accessories and other paid services that you can do without.
In such a situation, the consumer needs to know their rights, the rules of the Law and ways to make profitable purchases. Read our reviews and make the right financial decisions!
How to contact M.Video customer support
There are several ways to leave a review about the store or make a complaint:
- M.Video hotline phone number: 8 (800) 600-777-5; 8 (495) 777-777-5;
- email for applications and complaints;
- chat in Telegram @mvideo_official_bot;
- WhatsApp support;
- address of the head office for mailing to the head of M.Video Izosimov Alexander Vadimovich: Moscow, st. Nizhnyaya Krasnoselskaya, 40/12, building 20, floor 5, room II, room 3;
- technical support on the M.Video website (online contact form).
Let’s take a closer look at online appeals through the website.
- In the window that opens, select “Claim”.
- Next, you need to select the topic of the appeal from the list: product quality, complaint against an employee, etc.
- The program will ask several clarifying questions depending on the topic of the appeal, after which you will need to fill out the claim itself, indicating your contact information, store address and the essence of the appeal.
- Attach the necessary documents.
How and where to write a complaint about the Svyaznoy store?
Where to go if consumer rights are violated? Step by step order
When is insurance beneficial?
The latter option (if the installment price is lower than average offers) may be beneficial to the buyer, even with insurance.
Example: The retail price for an iPhone is 25,000 rubles. The price for installing the phone is 3,000 rubles lower than retail (22,000 rubles).
But a prerequisite for the store is to take out insurance for 2,200 rubles.
By purchasing a gadget with insurance for 24,200, the buyer receives a benefit of 800 rubles and payment in installments. There are other advantages of insurance for smartphones and other equipment: if the insurers’ conditions provide for compensation for any damage, you will be able to exchange or return the mobile phone. But, of course, the price of the insurance policy should be reasonable.
Each case is individual, and you need to evaluate the benefits of insurance based on your preferences and financial calculations.
“Bystroservice” policy M.Video from VSK: how to cancel and get your money back
The terms of insurance for the product "BystroService" of JSC "VSK" suggest the possibility of terminating the insurance contract with a full refund within 30 calendar days from the date of purchase. According to clause 4.5. the same “Terms and Conditions of Insurance”.
Upon termination of the contract, along with the Policyholder provides:
- Identification document (passport);
- Bank details (for non-cash transfers).
- Cash receipt;
- Insurance policy and its Conditions;
Please note that this BystroService insurance product provides for the possibility of terminating the insurance contract and returning funds after 30 (calendar) days. But in this case, the Insurer has the right to withhold part of the insurance premium in proportion to the validity period of the insurance contract (clause
4.4.2. Insurance conditions).
How to make a claim in M.Video
A claim in the form of a formal document may be required if the seller voluntarily fails to perform his duties. It is drawn up on paper and sent to the above address by registered mail with acknowledgment of receipt.
Also, compliance with the complaint procedure is necessary for further appeal to the authorities.
The claim is drawn up in free form, in compliance with the business style of presentation and the structure of a legal letter:
- The header of the document with information about the sender and recipient (the name of the seller is MVM LLC).
- The essence of the appeal is a detailed description of the circumstances of the incident: when and in which store the purchase was made, the name of the employee, what shortcomings the product has, etc.
- A reference to a legal provision confirming a violation of consumer rights.
- Claim requirements.
- Date and signature.
- List of documents.
Sample claim
Consultation on document preparation
What documents may be needed
For a claim to be justified, all available documents must be attached to it to prove that the buyer is right. It can be:
- a copy of the check, paper or electronic;
- copy of the warranty card;
- a copy of the product examination;
- photo or video;
- screenshots from the site, etc.
If you don’t have the opportunity to file a claim with M.Video yourself, you can use our sample.
Are you tired of reading? We’ll tell you over the phone and answer your questions.
How to receive compensation from the insurance company: documents and procedure
Because a policy helps protect the policyholder's financial interests, everyone should know how to apply for benefits and what they will need to show to the insurer.
Documentation:
- passport;
- insurance policy and document confirming payment of premium;
- a document confirming the occurrence of an insured event (not always necessary).
Procedure for receiving a refund:
- When an insured event occurs, record the case (if necessary). For example, if water got into the device due to a flood from the neighbors, then you should call an employee of the management company, homeowners association and record the flood. You should also draw up a report indicating all the damaged property.
- Notify the insurer about the incident. To do this, you will need to visit the Loss Claims Department office. If it is not possible to personally notify the insurer, then you should call the support service and register the fact of the occurrence of an insured event.
- At the office of the financial institution, fill out an application if you have a complete package of documents. In the application form, indicate personal and passport data, contract number, name of the insurer, and the nature of the insured event. You will also need to indicate the method of receiving compensation: money or repairs.
- Following the visit, receive a copy of the application with an acceptance mark from the company specialist. It will be useful for going to court if the insurer delays the deadline or refuses.
Where to complain about M.Video
If a complaint has been sent, but there is still no positive reaction from representatives of the retail chain, you can complain to the regulatory authorities.
| Authority | Grounds for appeal | How to apply |
| Rospotrebnadzor | Any violation of consumer protection laws |
More details |
| FAS | Advertising or pricing violations |
More details |
| Prosecutor's office | Administrative and criminal offenses by store employees |
More details |
| Court | Primarily collection of amounts paid, penalties and fines | By way of claim proceedings in a court of general jurisdiction Read more |
How to file a complaint
The complaint against M.Video is drawn up on the basis of a previously written complaint, only the recipient will now be the government authority. The text of the complaint will need to be supplemented with a description of compliance with the complaint procedure.
All documents will need to be attached to the complaint, including a copy of the complaint and the response to it (if any).
You should also pay attention to the legal requirements for the text of appeals to government agencies:
- the applicant must indicate his personal data: full name and address, otherwise the complaint will not be considered;
- the text should not contain insults or obscene language;
- the text must be written legibly. It's better to print it on your computer;
- You cannot submit the same complaint several times: identical applications will not be considered again.
Sample complaint
Consultation on document preparation
The procedure for drawing up a statement of claim is somewhat different.
Sample claim
Consultation on document preparation
How I was scammed into insurance
When buying a smartphone, the seller told me as a fact: “Your insurance will automatically be tightened there.”
We recommend reading: Refund of overpaid fixed insurance premiums for individual entrepreneurs for 2021
And, as soon as I opened my mouth to find out what kind of safety net it was and why it would automatically tighten, he continued: “Are you going to take the settings?”
In my haste, I missed the first phrase and began to actively refuse the second offer. Immediately the young man told me the total amount and asked if it suited me. The amount suited me, as it turned out to be even lower than what was announced on the website.
But I made another grave mistake by not specifying the configuration of the device when I was told that this was the last copy of this model in the store. To prevent them from selling you too much without your consent, before paying or applying for an installment plan, demand that they show you an invoice or tell you all positions and prices. I thought I was taking 32 GB, but it was a cheaper 16 GB plus some kind of “Absolute Protection”. The consultant gave the account to the girl at the bank, she arranged for an installment plan, I received a smartphone and a check at the checkout. And then I realized that I was very stupid.
Arbitrage practice
Judicial practice in resolving disputes between consumers and M.Video is mainly on the buyer’s side. We will give examples from practice, indicating that a legally competent approach to the matter allows us to largely satisfy the requirements of the consumer.
- By a court decision in case No. 2-2240/2019 with M.Video, three times the cost of a TV with a stripe on the screen was recovered in favor of the consumer (the cost of the goods, a penalty for failure to comply with the consumer’s requirements and a fine for refusal to resolve the dispute voluntarily). In total, the consumer recovered more than 193,000 rubles.
- By a court decision in case No. 2-5703/19 with M.Video, interest was recovered in favor of the consumer on a consumer loan taken from a third-party organization for the purchase of goods that turned out to be defective.
- By a court decision in case No. 02-3121/2016 with M.Video, the cost of goods of inadequate quality was recovered in favor of the consumer, as well as the difference between the cost of the goods at the time of filing the claim and at the time of purchase. Since at the time of the trial the goods were no longer produced or sold, an expert assessment of the value of the goods was made.
How to get a loan and installment plan without insurance
The word installment plan sounds tempting. It seems that you buy what you want and don’t overpay. Is it really? Today we will talk about this topic.
I am sure that the readers of our channel will find it interesting and useful.
In order not to fall into credit bondage, we must learn financial literacy, properly allocate our budget and look for benefits. I worked in the banking industry for 5 years, so I know all the intricacies first-hand. We recently bought an iPhone. You understand that the prices for it are not small. Before buying a phone, we went to several stores to compare prices. We visited Svyaznoy, MTS, Euroset and M-video.
In each of these hardware stores, they tried to sell us an iPhone and offered to pay for the goods in installments. Surely, you too have received such offers. I, knowing about the pitfalls, began to ask about the conditions. To which they answered that installments are approved only with insurance or accessories in the amount of 7-10,000 rubles.
They told stories that the organization was giving a discount, so in fact, there would be no overpayment for us. It surprises me how people believe this. Calculate for yourself, if the phone costs 44,000, and to this amount add another 10,000 rubles for accessories or insurance, then the installment amount will become 54,000 and the monthly payment will be higher, but not on the price tag with advertising.
We recommend reading: How to find out if an injury is covered or not
So that you understand, there is no overpayment when the real cost of the goods is divided by the number of months for which the installment plan is issued. Here your phone costs 44,000, without imposed services, and you sign it up for 12 months, which means you will pay 3,667 rubles. By the way, the bank does not have the word installment plan.
For the bank, this is a loan, because the store gives him a discount and from this the bank receives a small percentage.
So don’t be surprised if you see the word loan on the agreement. Naturally, it is not profitable for a store or a bank to sell goods without additional services. What was most striking was that in all the stores they refused to let us register without insurance.
They said in plain text that this was a condition of the store.
Of course, I understand that these are their sales and they have plans, but this is not legal. When I worked at a bank, we could get fired for saying something like that.
Please know that insurance does not affect the approval of your loan and they have no right to impose it. You can get an installment plan or a loan, without insurance, in two ways: 1.
talk, humanly, with the employee and explain to him your right; 2.
order through the online store on the organization’s website. We chose the second option, since we couldn’t come to an amicable agreement. Has there been a case in your life when you were deceived with insurance and included in a loan or installment plan?
Share your stories in the comments. If this article gets more than 30 likes, I will release a new one on the topic
“How to get a discount and save profitably by taking out an installment plan.”
Don't forget to like and . Remember: the Universe will give you a plus for your karma, and from us a huge THANK YOU. I also recommend reading our other articles: 1.
2.
Lawyer's answers to private questions
The store refuses to accept back a working memory module (it did not fit the computer). Can't it be returned?
System unit components are not included in the list of technically complex goods, which means they can be returned as usual within 14 days, provided that the goods and packaging are intact. Write a complaint to the store. If the cost of the goods is not returned, go to court.
When presenting a gift card at the M.Video store, it is discovered that it has already been cashed out by another person without presentation. What to do?
Since you have the card in your hands, you can file a claim with the store. It is advisable to find a receipt for the purchase of a gift card. In this case, the money must be returned.
We paid for the connection of the washing machine in M.Video. After installation, the technician demanded that we pay again because we paid “only for the call.” Is this legal?
You need to read the contract or check to see what kind of service is specified there. If you connect a washing machine, then you have to do it without additional charges. If something else, perhaps you were misled by the store employees, saying that you are paying specifically for installation. However, it will be difficult to prove this without recording the conversation.
I contacted M.Video to have my TV repaired under warranty. They told me that the warranty period had expired and I had to repair it in a workshop at my own expense. Then it turned out that the warranty period had not yet expired. Is it possible to demand money from M.Video for repairs?
In this case, you need to look at the warranty period indicated in the coupon or on the manufacturer’s website. If you were denied warranty repairs on M.Video, you can recover money for repairs carried out at your own expense through legal proceedings.
When can I cancel the additional warranty?
An additional warranty for a product is a service that can be canceled at any time before its expiration date. You can waive the additional warranty before you can use it (i.e. before the warranty begins) or during the period of its validity until the end of the term.
You may also waive the additional warranty on the last day of its validity. But we do not recommend leaving your application until the last day.
Please note that once the additional warranty expires, you will not be able to get a refund.
○ Advice from a lawyer:
✔ When buying a tablet, the seller claimed that there was a SIM card, but in reality it was not there, how can I return such a tablet back? (what to do in such a situation, how to avoid it in the future?)
You need to return the product back based on the provision of false information about it. Difficulties may arise in providing evidence that the seller actually claimed that there was a SIM card in the tablet. This will not be possible if you made the purchase alone. Therefore, in the future, you need to ensure that there are witnesses to your dialogue with the consultant.
✔ I bought a phone, but after several weeks of use I noticed that it did not work with Wi-Fi, I went to the store, but they refused to conduct an examination and told me that the breakdown was entirely my fault. How can you prove otherwise?
You need to independently conduct an independent examination and write a claim to the store, citing its results. If the situation is not resolved peacefully, go to court, attaching a copy of the claim and examination to the claim. After the decision is made in your favor, you will be compensated for damages not only for low-quality equipment, but also for the examination performed
Video
Specialist Ksenia Rusinova will give useful advice when buying household appliances and talk about the nuances of quick service and additional warranty.
Published by: Vadim Kalyuzhny , specialist of the TopYurist.RU portal
