Dear,I would like to file a formal complaint regarding not being able to use the legal right of a 2-year warranty on a product.We bought a Valberg fridge at Electro Depot on 12 April 2022 and it stopped working (stopped cooling) in February 2024. On 5 February 2024, we contacted VT Service via an online form. They suggested a date for their technician to come which was impossible for us. We informed them about that by replying to their email. They never got back to us with a new date and it was impossible to reach them:- We submitted an online request for reparation for the second time, but they didn't react to it.- They did not answer the phone, not any single time for days even after a long wait.- Via email, they told me only that I must make an appointment by phone.On 8 March 2024, after one month of being without the fridge, we went to the Electro Depot shop in Evere where one of the workers helped us make contact with VT Service and they made an appointment for a technician to come to repare the fridge for 14 March. However, on 14 March, someone came only to take pictures of the serial number to order parts without even making basic diagnostics. We were in shock. If the VT Service asked us to take those pictures we could do and send them without any problem, but they didn't.We went again to the Electro Depot shop in Evere on 16 March where they promised us to find a solution for us and call us back, but they didn’t.We went again to the Electro Depot shop in Evere one week later, on Saturday 23 March to ask what happened and got information that VT Service justified the delay in their service claiming that we sent them pictures with the delay and that they plan to come on 3 April to repair our fridge. However, they never asked for the pictures but they sent a technician to take them so we insisted on having our fridge repaired as soon as possible and not wait until 3 April. The Electro Depot workers promised that they would ask a proof from VT Service that they contacted us and to ask them to repair our fridge sooner and they even offered potential compensation for a long waiting time. They promised to call us on Monday 25 March with a solution, but no one contacted us the entire week.We went again to the Electro Depot shop in Evere one week later, on Saturday 30 March where the person we had contact with was so arrogant that said that she didn’t understand why we were complaining, that the waiting time was not so long (and at that moment it was almost 2 months after we requested reparation, although the legal maximum is 30 days) and that we will have our fridge repaired on 3 April.On 2 April, I phoned VT Service to ask for a more precise time when the technician would come, and they confirmed that we could expect him between 8:30 and noon. However, no one showed up the whole day and our fridge is still not repaired. VT Service didn't inform us about any change in planning, nor why the technician didn't come to the scheduled appointment.In summary, we requested reparation of a fridge under the guaranty on 5 February, and by today, 5 April our fridge has still not been repaired.- We have been without a fridge for 2 months.- We took two days off to be at home for the technician who was supposed to repair the fridge but the first time he just took the pictures and the second time he didn’t show up.- We were forced to make several trips to the Electro Depot shop in Evere which cost us time and money.In the end, we still have no working fridge. Consequently, we ask the Electro Depot for a new fridge and compensation for the above-listed damage.Looking forward to hearing from you and thank you in advance.Best regards,
