Movil sin reparar

ATTN Organización de Consumidores y Usuarios (OCU) Response to the Complaint (REF: @@REF_ID@5aa9629381e9b5c26a@REF_ID@@) Defense Statement EN: In response to the consumer complaint brought forth by the Consumer,Guangdong OPPO Mobile Telecommunication Corp., L., the brand owner and manufacturer of OPPO-branded products, hereby submits this formal defense statement to the esteemed organization, the Organización de Consumidores y Usuarios (OCU). After-Sale Service Timeline:On July 24, 2024, the Customer sent the OPPO FIND N2 FLIP (IMEI: 864965063038854, the “Device”) to the ANOVO offline store (Ponzano, 94, 28003, Madrid)—the authorized after-sales service provider for OPPO—for an out-of-warranty replacement of the damaged back cover. The Customer accepted the quote and paid a repair fee of €222.97 (seeattachment 1).After picking up the Device and using it normally, the Customer reported that, after two weeks of use, the screen suddenly stopped displaying. On August 28, 2024, the Customer brought the Device back to the ANOVO offline store, requesting an in-warranty repair.Following ANOVO’s inspection, it was determined thatthe hinge at the folding area had visible signs of impact, which was concluded to be external damage causing the screen malfunction.Consequently, it was classified as an out-of-warranty repair, and on August 29, 2024, a quote of €424.48 for screen replacement was provided (seeattachment 2). The Customer did not accept the repair quote, claiming that the same damage marks at the same location had already existed during the first repair (no supporting images were provided by the Customer).On October 1, 2024, the Customer filed a complaint with OCU, requesting that the Device either be repaired under warranty and returned or that an equivalent replacement device be provided. Defense Statement: Upon examination by our authorized after-sales service provider, ANOVO, it was confirmed that the screen issue resulted from external damage. As outlined in our Warranty Policy (s:support.oppo.com/es/warranty-policy/) under Limitations and Exclusions, the limited warranty does not cover products that have been damaged or become defective due to, among other things, cosmetic damage. Therefore, the estimated cost of €424.48 for this service is justified (seeattachment 2). For the esteemed organization’s consideration, we would like to present the following evidence: Service Offers: Documentation detailing the service offers provided by our authorized after-sales service provider, ANOVO, are included. These documents reflect the diligent efforts made by our service network to address the Customer's concerns and provide a viable solution. In conclusion, Guangdong OPPO Mobile Telecommunication Corp., L. stands by the actions taken in response to the Consumer's complaint. We remain dedicated to upholding the highest standards of product quality and customer service. We trust that the evidence provided will assist the esteemed authority in reaching a fair and informed decision in this matter. Declaración de Defensa ES: En respuesta a la reclamación presentada por el Consumidor, Guangdong OPPO Mobile Telecommunication Corp., L., el propietario de la marca y fabricante de los productos de la marca OPPO, presenta esta declaración formal de defensa ante la distinguida organización, la Organización de Consumidores y Usuarios (OCU). Cronología del Servicio Postventa:El 24 de julio de 2024, el Cliente envió el OPPO FIND N2 FLIP (IMEI: 864965063038854, el Dispositivo) a la tienda física de ANOVO (Ponzano, 94, 28003, Madrid), el proveedor autorizado de servicio postventa de OPPO, para el reemplazo fuera de garantía de la tapa trasera dañada. El Cliente aceptó el presupuesto y pagó una tarifa de reparación de 222,97 € (veranexo 1).Después de recoger el Dispositivo y usarlo normalmente, el Cliente informó que, tras dos semanas de uso, la pantalla dejó de funcionar repentinamente. El 28 de agosto de 2024, el Cliente llevó el Dispositivo de vuelta a la tienda física de ANOVO, solicitando una reparación dentro de la garantía.Tras la inspección de ANOVO, se determinó que la bisagra del área de plegado presentaba signos visibles de impacto, lo que se concluyó como un daño externo que causó el fallo de la pantalla. En consecuencia, se clasificó como una reparación fuera de garantía, y el 29 de agosto de 2024 se proporcionó un presupuesto de 424,48 € para el reemplazo de la pantalla (veranexo 2). El Cliente no aceptó el presupuesto de reparación, alegando que las mismas marcas de daño en la misma ubicación ya existían durante la primera reparación (el Cliente no proporcionó imágenes de respaldo).El 1 de octubre de 2024, el Cliente presentó una reclamación ante la OCU, solicitando que el Dispositivo sea reparado bajo garantía y devuelto o que se proporcione un dispositivo de reemplazo equivalente. Declaración de Defensa: Trasla inspecciónrealizado por nuestro proveedor autorizado de servicio postventa, ANOVO, se confirmó que el problema de la pantalla fue causado por un daño externo.Según lo estipulado en nuestra Política de Garantía (s:support.oppo.com/es/warranty-policy/) bajo las Limitaciones y Exclusiones, la garantía limitada no cubre productos que hayan sido dañados o se hayan vuelto defectuosos debido, entre otros factores, a daños cosméticos. Por lo tanto, el coste estimado de 424,48 € para este servicio está justificado (veranexo 2). Para la consideración de la distinguida organización, nos gustaría presentar las siguientes pruebas: Ofertas de Servicio: Se incluye documentación detallando las ofertas de servicio proporcionadas por nuestro proveedor autorizado de servicio postventa, ANOVO. Estos documentos reflejan los esfuerzos diligentes realizados por nuestra red de servicios para abordar las preocupaciones del Cliente y proporcionar una solución viable. En conclusión, Guangdong OPPO Mobile Telecommunication Corp., L. respalda las acciones tomadas en respuesta a la reclamación del Consumidor. Seguimos comprometidos a mantener los más altos estándares de calidad del producto y servicio al cliente. Confiamos en que las pruebas proporcionadas ayudarán a la autoridad competente a tomar una decisión justa e informada en este asunto. Regards, Mika Mika Zhang Legal Department T:+31 0627612923 E:mika.zhang@oppo.com OPPO This e-mail and its attachments contain confidential information from OPPO,which is intended only for the person or entity whose address is listed above. Any use of the information contained herein in any way(including,but not limited to,total or partial disclosure,reproduction,or dissemination)by persons other than the intended recipient(s)is prohibited. If you receive this e-mail in error,please notify the sender by phone or email immediately and delete it! 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If you have received this transmission in error, please notify the sender immediately by reply e-mail and then delete this message. Electronic communications may contain computer viruses or other defects inherently, may not be accurately and/or timely transmitted to other systems, or may be intercepted, modified ,delayed, deleted or interfered. OPPO shall not be liable for any damages that arise or may arise from such matter and reserves all rights in connection with the email. Unless expressly stated, this e-mail and its attachments are provided without any warranty, acceptance or promise of any kind in any country or region, nor constitute a formal confirmation or acceptance of any transaction or contract. 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