TL;DR: After three months of trying to get them to repair a faulty phone that is still within warranty and being given constant contradicting information and runarounds from the customer service, I just don't have it in me anymore to fight for the repair.Full story:- 06/06/24: Bought a new Samsung Galaxy S23 phone from FNAC Marketplace (big mistake, don't do this).- The phone started to have problems within a year; two of the side buttons malfunctioned constantly, and the phone freezes sometimes.- 04/11/25: Went to FNAC Ghent to have it repaired since it's still within warranty. They said it's not their responsibility because we bought it from a third party on FNAC Marketplace. When I got home, I found out the sellers account on marketplace is gone and the shop's name ("Look and Feel") doesn't exist anywhere on the internet. At this point I think it was probably a refurbished phone disguised as a new one, and I was probably scammed.- 05/11/25: Contacted FNAC on Facebook to let them know about this. The employee said since the seller is gone, they can repair it for us and reimburse the cost after we take it to an "erkende reparatieservice". I asked which ones are those? They said to e-mail webshop[at]be.fnac.com for the information. I emailed the webshop.- 26/11/25: The webshop finally replied, and asked for video proof of the phone's defects. I sent this.- 08/12/25: Got a reply again that we can take it for repair at a FNAC branch, and they will reimburse the cost.- 02/01/26: Brought it to FNAC Gent to get it repaired. The customer service employee said we should have gotten a ticket number in the e-mail, but after some back and forth they accepted it for repair.- 03/01/26: Got a call that we have to pay for the repair cost because we have no proof we didn't cause the defect (e.g., from dropping the phone). After an hour of reading up on customer rights and repair laws, we called back and said NO, THEY'RE the ones who have to prove that we caused the defect! The employee relented and canceled the cost.- 13/01/26: Our phone finished the "repair." They actually just returned us the phone without doing anything because they didn't find anything wrong with it. I pressed the side button and it still doesn't work. I screamed into the abyss.It is just so horrible that they made it as difficult as possible for me to get this phone repaired, even though it is their responsibility. At every turn we were given the "sorry, we can't do anything" spiel, until we informed ourselves that actually, they can and are legally obligated to do something. Only then do they relent. And after all that, they STILL didn't repair it! It also frustrates me that the FNAC Marketplace is advertised as having only "Certified partner sellers" when this is evidently not true. PLEASE realize that you can't treat your customers like this, because even the most loyal ones will never step foot into your store again after what you've pulled. I really liked shopping at the FNAC before, I always bought my books, stationery, and other electronics there. I feel like I've really tried to be patient with this, but I have to admit I just started crying when I got back my phone UNREPAIRED because I just feel so screwed over and so powerless. People around me are saying I should try again, but I am giving up. I went to an independent repair shop, who immediately noticed that the buttons don't work properly and said it would cost 100 euros to fix it. So congratulations, you win, keep your 100 euros.
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