Long live the Boulanger customer service
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EM
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Chrodge -
Chrodge -
Hello,
I bought an ACER ASPIRE 5920 laptop on July 21, 2008, and on the seller's valuable advice, I subscribed to an extended warranty (2 years instead of 1)... supposedly so that in case of breakdown.... the after-sales service would be handled by BOULANGER and not sent back to the manufacturer... "time-saving and efficiency" bla bla bla........ what a joke... it's simply because the seller gets a commission on this insurance....
Anyway, my great computer broke down on the weekend of August 15 (great, it lasted 3 weeks!), I brought it back on August 19 with a return expected by September 8 at the latest.
It’s the 23rd and still nothing!
I call customer service (tired of going back and forth), the young woman tells me that my computer should arrive this week. I thank her but still point out that I find their management of the issue a bit "light"... she asks for my details and promises to pass on the information to her director (I don't believe it for a second). I was wrong because an hour later, the Lançon de Provence platform calls me back to update me on the situation.... strange... this time, there's no mention of a return this week but rather by October 15 (we're really far from September 8... I can't believe it!).
I express my astonishment and tell her that the Valence store told me that the computer sent back to ACER was supposed to arrive this week. She flatly denies it and says that the computer was never sent back to ACER but is stuck in Lyon waiting for a motherboard.... That's new!
In short, all this to say that it exasperates me and makes me feel like I’m being led through the labyrinth of the ruthless BOULANGER universe where I've been a "partner customer" for over 8 years! (I surely should have received favored treatment!!).
I know well that the people I've spoken to online are not responsible for much, but the system is pathetic....
My conclusion: I will no longer shop at BOULANGER, I will no longer subscribe to an extended warranty (the devices are not designed to last... Yes, long live consumer society).
If by chance an internet user knows of a way to "compensate" me for this more than unreasonable waiting time, I would be delighted to be informed.... indeed, throughout this "repair" period, I continue to pay an internet service provider without being able to use it since my computer is wandering between Lyon, Lançon de Provence, Valence and maybe even at ACER...!!!
EMConfiguration: Windows Vista Internet Explorer 7.0
I bought an ACER ASPIRE 5920 laptop on July 21, 2008, and on the seller's valuable advice, I subscribed to an extended warranty (2 years instead of 1)... supposedly so that in case of breakdown.... the after-sales service would be handled by BOULANGER and not sent back to the manufacturer... "time-saving and efficiency" bla bla bla........ what a joke... it's simply because the seller gets a commission on this insurance....
Anyway, my great computer broke down on the weekend of August 15 (great, it lasted 3 weeks!), I brought it back on August 19 with a return expected by September 8 at the latest.
It’s the 23rd and still nothing!
I call customer service (tired of going back and forth), the young woman tells me that my computer should arrive this week. I thank her but still point out that I find their management of the issue a bit "light"... she asks for my details and promises to pass on the information to her director (I don't believe it for a second). I was wrong because an hour later, the Lançon de Provence platform calls me back to update me on the situation.... strange... this time, there's no mention of a return this week but rather by October 15 (we're really far from September 8... I can't believe it!).
I express my astonishment and tell her that the Valence store told me that the computer sent back to ACER was supposed to arrive this week. She flatly denies it and says that the computer was never sent back to ACER but is stuck in Lyon waiting for a motherboard.... That's new!
In short, all this to say that it exasperates me and makes me feel like I’m being led through the labyrinth of the ruthless BOULANGER universe where I've been a "partner customer" for over 8 years! (I surely should have received favored treatment!!).
I know well that the people I've spoken to online are not responsible for much, but the system is pathetic....
My conclusion: I will no longer shop at BOULANGER, I will no longer subscribe to an extended warranty (the devices are not designed to last... Yes, long live consumer society).
If by chance an internet user knows of a way to "compensate" me for this more than unreasonable waiting time, I would be delighted to be informed.... indeed, throughout this "repair" period, I continue to pay an internet service provider without being able to use it since my computer is wandering between Lyon, Lançon de Provence, Valence and maybe even at ACER...!!!
EMConfiguration: Windows Vista Internet Explorer 7.0
15 réponses
Ah, Boulanger's customer service, I’ve learned one thing from them: don’t buy anything from them. The customer service is dreadful, and I can't find stronger words to define their ineptitude. I bought a washing machine from them in August 2008, and 6 months later it started leaking. I called them, and a technician was supposed to come by 2 weeks later. When he arrived, he told me he had to take it back but that I would need to wait for a loan machine, which meant waiting another 3 weeks after the technician's visit. Alright, he provided a loan machine, can't complain about that, so I waited with this machine for 4 months. Then I realized, while doing laundry, that it wasn't completely repaired. Total dismay.
Unfortunately, this is the classic ordeal...
Acer is not known for the speed of its customer service and replacement part shipments, part of the problem must lie there...
On the other hand, when it comes to laptops, now prioritize laptops with a 2-year manufacturer's warranty... there's no need to get an extended warranty, computers have now become disposable products, it often happens that there are few replacement parts left and that it takes a lot of time... I don't think you can get a repair with cash in hand, but you can try to put some pressure on them, maybe you'll be able to borrow a replacement laptop for the remaining month to wait...
Good luck
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Thank you for reading the charter (above the list of forums). Please mark your topics as resolved.
"Man is garbage, he gets used to everything." (F.D)
Acer is not known for the speed of its customer service and replacement part shipments, part of the problem must lie there...
On the other hand, when it comes to laptops, now prioritize laptops with a 2-year manufacturer's warranty... there's no need to get an extended warranty, computers have now become disposable products, it often happens that there are few replacement parts left and that it takes a lot of time... I don't think you can get a repair with cash in hand, but you can try to put some pressure on them, maybe you'll be able to borrow a replacement laptop for the remaining month to wait...
Good luck
--
Thank you for reading the charter (above the list of forums). Please mark your topics as resolved.
"Man is garbage, he gets used to everything." (F.D)
THANK YOU FOR YOUR INFO AND ENCOURAGEMENT....
THE LESSON IS LEARNED.... NEVER AGAIN A COMPUTER WITHOUT A 2-YEAR MANUFACTURER'S WARRANTY.
I'M GOING TO PUT PRESSURE ON MY FRIENDS AT BOULANGER TOMORROW, TRYING THE LAPTOP LOAN MOVE, AND IF I'M IN THE MOOD, I MIGHT EVEN GO AS FAR AS ASKING FOR A REFUND OF MY INTERNET PLAN FOR THE TIME WASTED...
EM
THE LESSON IS LEARNED.... NEVER AGAIN A COMPUTER WITHOUT A 2-YEAR MANUFACTURER'S WARRANTY.
I'M GOING TO PUT PRESSURE ON MY FRIENDS AT BOULANGER TOMORROW, TRYING THE LAPTOP LOAN MOVE, AND IF I'M IN THE MOOD, I MIGHT EVEN GO AS FAR AS ASKING FOR A REFUND OF MY INTERNET PLAN FOR THE TIME WASTED...
EM
Hello!
I think there are several of us:
http://www.commentcamarche.net/forum/affich 4353395 pb sav boulanger
In summary, I received damaged equipment after dropping it off at the customer service, I don't know what to do...
I think there are several of us:
http://www.commentcamarche.net/forum/affich 4353395 pb sav boulanger
In summary, I received damaged equipment after dropping it off at the customer service, I don't know what to do...
I join the many critics of Boulanger. I dealt with the store in Fâche Thumesnil, near Lille, and I can tell you that I will NEVER buy anything from them again.
Boulanger's advertising promoting its "warranty" is shamelessly misleading. The truth is that Boulanger's "contractual" warranty is inferior to the protection that the law offers. Indeed, this company limits its contractual warranty to a duration of one year from the date of sale, whereas the legal warranty, applicable in any case, is two years from the date of sale for defects in conformity under consumer law, which also includes hidden defects (Articles L. 211-4, L. 211-5, L. 211-9 and L. 211-12 of the Consumer Code) and two years from the discovery of the defect for hidden defects, regardless of consumer law (Articles 1641 and 1648 of the Civil Code). In short, to simplify, according to the law it is always two years, but the starting point is the sale or the discovery of the defect, depending on whether one relies on the provisions of the Consumer Code or those of the Civil Code. But for Boulanger, it is always one year, unless the buyer subscribes to a very expensive additional warranty compared to the sale price of the product.
I bought an Asus laptop in 2010 at the Boulanger store in Fâche-Thumesnil for a price of nearly 600 euros. The hard drive failed 13 months later, without me making any mistake or damaging the computer, while I was quietly working.
The staff at Boulanger were particularly rude to me. I was treated in an openly contemptuous manner and even faced physical threats from the store manager of Fâche-Thumesnil himself, who boasts of practicing taekwondo (!), for insisting in vain that the computer be repaired at the store's expense, relying on the legal warranty.
Boulanger stubbornly adheres to the less favorable contractual warranty, although it knows very well that consumers have the right to invoke the more extensive legal warranty.
As a result: I will have to buy a new hard drive 13 months after the purchase. DO NOT buy from these people: you pay more than if you buy a computer directly online, and their so-called warranties are just a sham. Their attitude towards the consumer once the product is sold is provocative and filled with arrogance. Honestly, buy directly online: you will benefit from significantly better prices, while the supposed Boulanger warranty is practically useless, with all excuses being valid on the store's part to evade it.
Boulanger's advertising promoting its "warranty" is shamelessly misleading. The truth is that Boulanger's "contractual" warranty is inferior to the protection that the law offers. Indeed, this company limits its contractual warranty to a duration of one year from the date of sale, whereas the legal warranty, applicable in any case, is two years from the date of sale for defects in conformity under consumer law, which also includes hidden defects (Articles L. 211-4, L. 211-5, L. 211-9 and L. 211-12 of the Consumer Code) and two years from the discovery of the defect for hidden defects, regardless of consumer law (Articles 1641 and 1648 of the Civil Code). In short, to simplify, according to the law it is always two years, but the starting point is the sale or the discovery of the defect, depending on whether one relies on the provisions of the Consumer Code or those of the Civil Code. But for Boulanger, it is always one year, unless the buyer subscribes to a very expensive additional warranty compared to the sale price of the product.
I bought an Asus laptop in 2010 at the Boulanger store in Fâche-Thumesnil for a price of nearly 600 euros. The hard drive failed 13 months later, without me making any mistake or damaging the computer, while I was quietly working.
The staff at Boulanger were particularly rude to me. I was treated in an openly contemptuous manner and even faced physical threats from the store manager of Fâche-Thumesnil himself, who boasts of practicing taekwondo (!), for insisting in vain that the computer be repaired at the store's expense, relying on the legal warranty.
Boulanger stubbornly adheres to the less favorable contractual warranty, although it knows very well that consumers have the right to invoke the more extensive legal warranty.
As a result: I will have to buy a new hard drive 13 months after the purchase. DO NOT buy from these people: you pay more than if you buy a computer directly online, and their so-called warranties are just a sham. Their attitude towards the consumer once the product is sold is provocative and filled with arrogance. Honestly, buy directly online: you will benefit from significantly better prices, while the supposed Boulanger warranty is practically useless, with all excuses being valid on the store's part to evade it.
I really wonder what you are basing your categorical assertion on.
If a hard drive crashes during normal use, it is, most likely, because there was a defect in that component from the start: this perfectly matches the definition of a hidden defect under Article 1641 of the Civil Code.
In any case, the product has a non-compliance in the sense of Articles L. 211-4 and L. 211-5 of the Consumer Code, since it does not correspond to the reasonable use expected of a similar good, according to the definition of Article L. 211-5. The broad definition of the defect of conformity in Article L. 211-5 actually encompasses that of the hidden defect: all legal authors agree on this.
In all cases, the limitation period is indeed two years: starting from the sale for the defect of conformity (Article L. 211-12 of the Consumer Code), starting from the discovery of the defect for the hidden defect in the strict sense (Article 1648 of the Civil Code).
However, Boulanger only recognizes one guarantee: its own, contractual, which it limits in time to a period of one year from the sale in the field of computer equipment. This position overlooks the spirit of the law, as the professional seller is required, under penalty of criminal sanctions, to clearly state that the legal guarantee applies in any case, independent of the contractual guarantee (Article R. 211-4 of the Consumer Code).
If a hard drive crashes during normal use, it is, most likely, because there was a defect in that component from the start: this perfectly matches the definition of a hidden defect under Article 1641 of the Civil Code.
In any case, the product has a non-compliance in the sense of Articles L. 211-4 and L. 211-5 of the Consumer Code, since it does not correspond to the reasonable use expected of a similar good, according to the definition of Article L. 211-5. The broad definition of the defect of conformity in Article L. 211-5 actually encompasses that of the hidden defect: all legal authors agree on this.
In all cases, the limitation period is indeed two years: starting from the sale for the defect of conformity (Article L. 211-12 of the Consumer Code), starting from the discovery of the defect for the hidden defect in the strict sense (Article 1648 of the Civil Code).
However, Boulanger only recognizes one guarantee: its own, contractual, which it limits in time to a period of one year from the sale in the field of computer equipment. This position overlooks the spirit of the law, as the professional seller is required, under penalty of criminal sanctions, to clearly state that the legal guarantee applies in any case, independent of the contractual guarantee (Article R. 211-4 of the Consumer Code).
Hello
During normal use of a hard drive, wear occurs as well. Is this wear normal or abnormal? Your word is one thing, proving that you have respected the conditions of normal use is another, can you prove that you are the only one who has used this computer?
The notion of hidden defect is applicable if it is proven that one of the components of the drive has a manufacturing defect. To prove this, it would require (in my humble opinion) that your drive be disassembled and analyzed, and that each part be checked. It would also be necessary to trace the entire series and verify if similar failures have occurred in other specimens of that series.
Just for your information, what issue are you encountering with your drive?
During normal use of a hard drive, wear occurs as well. Is this wear normal or abnormal? Your word is one thing, proving that you have respected the conditions of normal use is another, can you prove that you are the only one who has used this computer?
The notion of hidden defect is applicable if it is proven that one of the components of the drive has a manufacturing defect. To prove this, it would require (in my humble opinion) that your drive be disassembled and analyzed, and that each part be checked. It would also be necessary to trace the entire series and verify if similar failures have occurred in other specimens of that series.
Just for your information, what issue are you encountering with your drive?
Good evening Sylvie,
have you been able to do anything about your misadventure? Because I am living a nightmare with them. I am from Lyon and my computer, during its repair, was completely EMPTY even though I had clearly specified not to touch the Hard Drive and not to reset my computer because it contained my life and that of my family recorded for over 12 years... what can I do against this giant???? I have cried and I am honestly disgusted... if you can help me....
Best regards,
Nanou
have you been able to do anything about your misadventure? Because I am living a nightmare with them. I am from Lyon and my computer, during its repair, was completely EMPTY even though I had clearly specified not to touch the Hard Drive and not to reset my computer because it contained my life and that of my family recorded for over 12 years... what can I do against this giant???? I have cried and I am honestly disgusted... if you can help me....
Best regards,
Nanou
I also had a similar problem with a television: it broke down after being struck by lightning, we were told "we'll have it repaired in 48 hours," and after 5 weeks, threats, and a complaint, we finally got it back repaired. Basically, if you don’t firmly demand it with the laws at hand, you WILL NOT GET YOUR PRODUCT. I advise you to look for a PETITION on this subject, because if they face a very heavy penalty, maybe it will get better and you will be compensated. Regarding the illegalities concerning warranties, physical threats, and verbal harassment, I strongly encourage you to report it to the FRAUD PREVENTION OFFICE and at the same time to the LABOR INSPECTORATE, as I am sure there are also shady dealings on this issue, given the managers.
Unfortunately, I will probably have to buy a headset from them, so wish me luck^^.
Unfortunately, I will probably have to buy a headset from them, so wish me luck^^.
The only solution to your problems is to file a complaint with the DGCCRF.
Not only do I have an after-sales service issue with Boulanger, but also with C Discount... So both cases will end up in the hands of the DGCCRF!!! Don't order online, it's guaranteed to be a hassle!!!!
Choose an independent store in your city, which costs more...
Not only do I have an after-sales service issue with Boulanger, but also with C Discount... So both cases will end up in the hands of the DGCCRF!!! Don't order online, it's guaranteed to be a hassle!!!!
Choose an independent store in your city, which costs more...
Following a breakdown on August 31, a call on September 1, and intervention on September 6, the technician tells me that it is a known fragility and announces a 10-day period for ordering the part, followed by an appointment for intervention, which means 3 weeks without the washing machine. The technician mentions a loan machine, but the customer service from Quetigny says there are none available...
This is the second time I have had this type of problem with Boulanger, where I used to buy 100% of my appliances. Since then, I have tried other brands that all prove to have better quality customer service.
This is the second time I have had this type of problem with Boulanger, where I used to buy 100% of my appliances. Since then, I have tried other brands that all prove to have better quality customer service.
Hello, this time you are indeed pointing out the real difficulties.
We cannot consider it normal for a hard drive to wear out after thirteen months of use! It's a bit like if a car manufacturer told a buyer that a gearbox failure on a vehicle one year old and having covered an average mileage of, say, 15 to 20,000 km, would fall under normal wear and tear!
So it remains to be seen whether this premature crash is due to improper use of the hard drive by the user or to a pre-existing internal defect at the time of sale. In this case, I am convinced that my use is not to blame and that there was indeed an internal defect given the circumstances in which the incident occurred. I was typing a text on Word when suddenly, the computer started vibrating abnormally and froze. I had no other choice but to turn it off using the power button. I calmly waited two minutes, then turned it back on. It remained irretrievably stuck on the Windows logo at startup. I then returned it to Boulanger and the customer service, after making me wait five days, told me: "the hard drive needs to be replaced and it's at your expense, your device being out of warranty." From the outset, they maintained one single narrative: "it's been more than a year since you bought your equipment, so it’s out of warranty."
What I particularly blame Boulanger for is making the buyer believe that once the contractual warranty has expired, no warranty is owed. The legal warranty, in fact, remains applicable. Boulanger plays on the difficulty of proving the existence of a hidden defect or a lack of conformity to shirk its legal obligations. They know very well that directly providing proof that the hard drive had a manufacturing defect from the start is very difficult, if not perhaps impossible for the buyer, especially since the first thing they do when you bring the computer to the after-sales service is reboot it. They act as if there is no longer any warranty, thinking: "in any case, 90% of dissatisfied buyers will not take the matter to court, given the cost and difficulties of a legal process."
Moreover, in this case, they are asking for nearly 200 euros for the hard drive replacement, which is more than a third of the selling price of the laptop, which seems completely exorbitant to me for an operation that is simple to carry out. They also demand 35 euros upfront, under the guise of supposed "handling fees." In short, everything is designed to rip off the buyer and make them pay dearly for the mishap they suffered.
Boulanger focuses a large part of its public communication on its famous warranty, while in reality its stores do everything possible to guarantee nothing at all. Even when the buyer is within the deadline of the contractual warranty, just consulting this thread is enough to be convinced that the after-sales service does everything to evade its obligations.
Moreover, the same practices exist at Auchan, I had a bitter experience with another laptop a few years ago, and coincidentally, Auchan and Boulanger belong to the same group, the Mulliez galaxy.
In my opinion, and this is what I will do from now on, one should carefully avoid these unscrupulous major retailers. It is better to buy your equipment directly online, paying between 20 and 30% less. Certainly, it is difficult to assert your warranty rights in the event of an unforeseen mishap. But it’s the same in large retail, despite Boulanger's grand statements trying to convey the opposite.
Furthermore, the customer service of the Boulanger store I dealt with, and especially the store manager, is really very unpleasant and arrogant: they are nice to the buyer when it comes to purchasing, but afterwards, in case of a problem, they become dreadful.
We cannot consider it normal for a hard drive to wear out after thirteen months of use! It's a bit like if a car manufacturer told a buyer that a gearbox failure on a vehicle one year old and having covered an average mileage of, say, 15 to 20,000 km, would fall under normal wear and tear!
So it remains to be seen whether this premature crash is due to improper use of the hard drive by the user or to a pre-existing internal defect at the time of sale. In this case, I am convinced that my use is not to blame and that there was indeed an internal defect given the circumstances in which the incident occurred. I was typing a text on Word when suddenly, the computer started vibrating abnormally and froze. I had no other choice but to turn it off using the power button. I calmly waited two minutes, then turned it back on. It remained irretrievably stuck on the Windows logo at startup. I then returned it to Boulanger and the customer service, after making me wait five days, told me: "the hard drive needs to be replaced and it's at your expense, your device being out of warranty." From the outset, they maintained one single narrative: "it's been more than a year since you bought your equipment, so it’s out of warranty."
What I particularly blame Boulanger for is making the buyer believe that once the contractual warranty has expired, no warranty is owed. The legal warranty, in fact, remains applicable. Boulanger plays on the difficulty of proving the existence of a hidden defect or a lack of conformity to shirk its legal obligations. They know very well that directly providing proof that the hard drive had a manufacturing defect from the start is very difficult, if not perhaps impossible for the buyer, especially since the first thing they do when you bring the computer to the after-sales service is reboot it. They act as if there is no longer any warranty, thinking: "in any case, 90% of dissatisfied buyers will not take the matter to court, given the cost and difficulties of a legal process."
Moreover, in this case, they are asking for nearly 200 euros for the hard drive replacement, which is more than a third of the selling price of the laptop, which seems completely exorbitant to me for an operation that is simple to carry out. They also demand 35 euros upfront, under the guise of supposed "handling fees." In short, everything is designed to rip off the buyer and make them pay dearly for the mishap they suffered.
Boulanger focuses a large part of its public communication on its famous warranty, while in reality its stores do everything possible to guarantee nothing at all. Even when the buyer is within the deadline of the contractual warranty, just consulting this thread is enough to be convinced that the after-sales service does everything to evade its obligations.
Moreover, the same practices exist at Auchan, I had a bitter experience with another laptop a few years ago, and coincidentally, Auchan and Boulanger belong to the same group, the Mulliez galaxy.
In my opinion, and this is what I will do from now on, one should carefully avoid these unscrupulous major retailers. It is better to buy your equipment directly online, paying between 20 and 30% less. Certainly, it is difficult to assert your warranty rights in the event of an unforeseen mishap. But it’s the same in large retail, despite Boulanger's grand statements trying to convey the opposite.
Furthermore, the customer service of the Boulanger store I dealt with, and especially the store manager, is really very unpleasant and arrogant: they are nice to the buyer when it comes to purchasing, but afterwards, in case of a problem, they become dreadful.
I assure you right away, it will be the same everywhere.
Solution: for a tower, buy it in parts; the warranties are longer (from 2 to 5 years depending on the components)
For a laptop, prefer long warranties of 2 years, or even 3 with Dell (it's more expensive, but you get much better service, a technician the next day at your place to change the part, etc.)
For warranties online, it's better to favor retailers specialized in IT and high tech like materiel.net or ldlc.com; I've never had any issues with their customer service, very professional and knowledgeable about the products they sell. I’m cautious about the big retailers (even if materiel is part of the higher price range), particularly Cdiscount; it's cheaper, but when there’s an issue, you know why it’s cheaper: there’s no service.
That said, you can also buy a hard drive (between €50 and €100 depending on the capacity for a "standard" drive) and reinstall your system yourself; websites like CCM are full of people who will be willing to help or guide you through this process ;)
Solution: for a tower, buy it in parts; the warranties are longer (from 2 to 5 years depending on the components)
For a laptop, prefer long warranties of 2 years, or even 3 with Dell (it's more expensive, but you get much better service, a technician the next day at your place to change the part, etc.)
For warranties online, it's better to favor retailers specialized in IT and high tech like materiel.net or ldlc.com; I've never had any issues with their customer service, very professional and knowledgeable about the products they sell. I’m cautious about the big retailers (even if materiel is part of the higher price range), particularly Cdiscount; it's cheaper, but when there’s an issue, you know why it’s cheaper: there’s no service.
That said, you can also buy a hard drive (between €50 and €100 depending on the capacity for a "standard" drive) and reinstall your system yourself; websites like CCM are full of people who will be willing to help or guide you through this process ;)
Xavstarblues, thank you for your advice. I’m indeed thinking of buying a hard drive and reinstalling the system myself, since I have the backup DVDs. I note the internet boxes you recommend, because for me, it’s clear: the big retail is over and, in particular, Boulanger. I would have never imagined that a store manager could behave with the arrogance and contempt that the one in Faches-Thumesnil (near Lille) showed towards me. I’m almost 55 years old, and to see a 35-year-old man practically insult me while boasting about being a Taekwondo practitioner is astonishing. That professionals can resort to such attitudes gives me the impression that this world of big retail has a deplorable mindset, lawless, where only sales figures matter, and where the customer, behind the pretty speeches at the time of sale, is sovereignly despised.
This store is a joke with a storefront!!! I was given a mini Asus PC on December 17, 2011. It doesn't work at all. I return it to customer service, and they explain to me that oh! it's too bad, one day late and I could have exchanged it in the store, but now it's too late; it has to be sent for repair, and I'll have to wait a minimum of three weeks!!!!!!!!!!!!!!!! (Where do they send it??? To the Maghreb? To India? To Romania?) Anyway, I'm biting my nails and waiting... February 10, 2012, yay! Almost two months after purchase, it's ready; I go to pick it up, I get home, I check, and oh! Surprise! It's in the same condition as before the repair. I return to Boulanger, and they explain to me that I have to part with it again for three weeks, even though it's obvious that the device is fried, but they refuse to exchange it for me!! They tell me it's not their fault but the manufacturer's who requires at least two returns to customer service before acknowledging that yes, the customer is right; they can exchange their machine!!! But where are we here??? To be so dismissive of customers, to despise them in favor of absurd procedures (behind which all Boulanger staff hide) that generate loss of time and money for the customer???? In 2012, giving a commercial middle finger to this extent is disappointing, but it seems to have become common among some. However, I stood my ground, threatened to file a complaint in the store, and caused a scene based on my rights as a wronged and good-faith customer. It took an hour for the store manager to get involved and agree to make an exchange (I was also informed that it would create double the work for them!!!!!!) Should I say thank you there? Ultimately, since the computer was no longer available, I was refunded and went home without a computer. Putting the customer in a tight spot by explaining that it's an internal problem shows such an approximate sense of service and commerce!! Having to threaten to obtain what is rightfully yours is scandalous. In any case, I will never set foot in Boulanger again, and I advise everyone to do the same... Consider yourself warned.
It is increasingly part of a coordinated strategy by distribution companies to restrict access to warranty services. Boulanger, judging by the testimonies, seems to be one of those companies that does everything to prevent consumers from exercising their rights. It is too easy to hide behind a manufacturer’s refusal. There are plenty of testimonies online that support this. For instance, one consumer’s account on the brizawen website, at the following address: https://www.brizawen.com/web/societe-boulanger-de-la-difficulte-pour-faire-fonctionner-vos-droits-a-la-garantie-pour-un-casque-monster-beats, is quite representative, especially since the purchase falls within the 6-month period where any detected defect is the seller’s responsibility (thus Boulanger). I found on the same site a template letter to effectively respond to Boulanger’s customer service. If necessary, do not hesitate to go to court and make use of your legal insurance if you have one.
I wish to bring to the attention of a large number of consumers a practice that seems to be often used by the customer service of a well-known and significant company specializing in large household appliances.
My sister purchased a MIELE vacuum cleaner for 276 euros and 89 cents in April 2011, at one of their stores located in the shopping gallery of the « les 4 chênes » shopping center in Pontault Combault.
In June 2013, two months after the warranty period ended, it broke down and customer service asked for a deposit of 39 euros, refundable if the repair was done through them.
The proposed estimate was 230 euros and 21 cents, which is 46 euros less than the price of a new vacuum cleaner. My sister retrieved her device and wrote to MIELE to express her dissatisfaction. MIELE collected the vacuum cleaner at their own expense, diagnosed the same issue as the selling company (faulty fan), but carried out the repair for 60 euros including shipping.
Aside from the fact that the selling store kept the 39 euros deposit, no one could explain the price difference for the same repair offered by their customer service and by MIELE. (It’s as if their technicians are paid four times more than those at MIELE). After trying in vain to get an explanation by email, I impersonated a potential buyer on their website, and of course, I was contacted very quickly by phone (although I hadn’t left them my number, just my email). My interlocutor, very embarrassed, assured me she would inform her director, and I am still waiting for news to this day. It seems that this company often proposes repair estimates close to the price of a new device because in any case, they win: either they keep the deposit for simply having opened the device, or the customer pays for a repair very close to the price of a new one (when the device is recent), or even better, the customer throws the device away and buys a new one. As far as I am concerned, I will never be their customer again and I will advise those around me to do the same.
My sister purchased a MIELE vacuum cleaner for 276 euros and 89 cents in April 2011, at one of their stores located in the shopping gallery of the « les 4 chênes » shopping center in Pontault Combault.
In June 2013, two months after the warranty period ended, it broke down and customer service asked for a deposit of 39 euros, refundable if the repair was done through them.
The proposed estimate was 230 euros and 21 cents, which is 46 euros less than the price of a new vacuum cleaner. My sister retrieved her device and wrote to MIELE to express her dissatisfaction. MIELE collected the vacuum cleaner at their own expense, diagnosed the same issue as the selling company (faulty fan), but carried out the repair for 60 euros including shipping.
Aside from the fact that the selling store kept the 39 euros deposit, no one could explain the price difference for the same repair offered by their customer service and by MIELE. (It’s as if their technicians are paid four times more than those at MIELE). After trying in vain to get an explanation by email, I impersonated a potential buyer on their website, and of course, I was contacted very quickly by phone (although I hadn’t left them my number, just my email). My interlocutor, very embarrassed, assured me she would inform her director, and I am still waiting for news to this day. It seems that this company often proposes repair estimates close to the price of a new device because in any case, they win: either they keep the deposit for simply having opened the device, or the customer pays for a repair very close to the price of a new one (when the device is recent), or even better, the customer throws the device away and buys a new one. As far as I am concerned, I will never be their customer again and I will advise those around me to do the same.
This is indeed a disaster: I bought a HiFi headset with AKG noise cancellation for €170. The hinge broke on the very first use, without any particular maneuver (I removed the charging cable while holding it by the headband).
According to their sales conditions: 1-year warranty, on the AKG website 2-year warranty! And even though the breakage occurred on the first use after 5 days; it's my fault! Refusal to honor the warranty.
They are indeed sellers: do not count on this piece of crap to fulfill their contractual obligations. CROOKS.
The warranty ends as soon as you step out the door.
No more. If you’re going to have low prices and worthless service, you might as well buy second-hand or online.
P.S. I had already received a damaged item (inside the box) that we had to bring back the same day, it was a bit complicated, but on a busy Saturday afternoon when you make a scene in the middle of the store, they tend to be more accommodating...
According to their sales conditions: 1-year warranty, on the AKG website 2-year warranty! And even though the breakage occurred on the first use after 5 days; it's my fault! Refusal to honor the warranty.
They are indeed sellers: do not count on this piece of crap to fulfill their contractual obligations. CROOKS.
The warranty ends as soon as you step out the door.
No more. If you’re going to have low prices and worthless service, you might as well buy second-hand or online.
P.S. I had already received a damaged item (inside the box) that we had to bring back the same day, it was a bit complicated, but on a busy Saturday afternoon when you make a scene in the middle of the store, they tend to be more accommodating...
Hello,
Baker to avoid, store favoring planned obsolescence (according to the technician from after-sales service that I confronted and who admitted it)
Their after-sales service is terrible; they charge before intervening.
I am asked each time to dial another phone number and/or make a choice to get their completely incompetent service, even though I've been waiting for a quote for 4 weeks.
I bought appliances from them for around 4000E in total, but that's it. I'd rather support other workers in this field and create more honest jobs.
The last time I had a breakdown with my PC, they sold me a lower quality video card for repair at an outrageous price (I am a former assembler), but since I didn't have the time, I said nothing.
There you go, live the happy hassle.
Daniel
Baker to avoid, store favoring planned obsolescence (according to the technician from after-sales service that I confronted and who admitted it)
Their after-sales service is terrible; they charge before intervening.
I am asked each time to dial another phone number and/or make a choice to get their completely incompetent service, even though I've been waiting for a quote for 4 weeks.
I bought appliances from them for around 4000E in total, but that's it. I'd rather support other workers in this field and create more honest jobs.
The last time I had a breakdown with my PC, they sold me a lower quality video card for repair at an outrageous price (I am a former assembler), but since I didn't have the time, I said nothing.
There you go, live the happy hassle.
Daniel
Pokerdan
I'm surprised to know that you were a former assembler and that you didn't change your motherboard yourself. Moreover, don't be surprised at the cost of the intervention, which may have involved sending your product along with related fees, as well as the payment to the technician who carried out the intervention on your behalf. As for the computer connected 24/7 to the internet, it was just an example of a computer likely to return quickly to a store's customer service. Now, regarding your well-known brand, yes, a product from a major brand at a low price will be of lower quality than a higher-end product from that same brand. It is simply a way for a manufacturer to offer a low-cost product to establish a presence and gain market share in a segment where it is not yet established. But don't kid yourself into thinking that just because it’s available at that price, the product will be equivalent to its high-end model that may be sold for twice the price. Otherwise, you might believe that an Intel Celeron is equivalent to a much more expensive Core i5.
Kind regards,
Chrodge
I'm surprised to know that you were a former assembler and that you didn't change your motherboard yourself. Moreover, don't be surprised at the cost of the intervention, which may have involved sending your product along with related fees, as well as the payment to the technician who carried out the intervention on your behalf. As for the computer connected 24/7 to the internet, it was just an example of a computer likely to return quickly to a store's customer service. Now, regarding your well-known brand, yes, a product from a major brand at a low price will be of lower quality than a higher-end product from that same brand. It is simply a way for a manufacturer to offer a low-cost product to establish a presence and gain market share in a segment where it is not yet established. But don't kid yourself into thinking that just because it’s available at that price, the product will be equivalent to its high-end model that may be sold for twice the price. Otherwise, you might believe that an Intel Celeron is equivalent to a much more expensive Core i5.
Kind regards,
Chrodge
The slightest malfunction typically requires an average of 4 interventions and takes 3 months to be resolved.
At each appointment, you wait for the technician for 3 hours, and often it's for nothing since he can't repair it or doesn't have the part.
IT'S A NIGHTMARE, STAY AWAY.
Boulanger is indeed a nightmare, to be avoided at all costs.
The store leaves you hanging for weeks waiting for a so-called part.
We are a family of 5, we bought a top-of-the-line washing machine a year ago with a 5-year warranty extension and we have been desperately waiting for over 15 days for our washing machine to be repaired. We have no news and have to call to find out what's going on. Boulanger's customer service is just scandalous.