Company Details
Company Name: MediaMarkt (MediaMarkt Saturn Administración España, S.A.U.)
Store Location: Av. Diagonal, 477, L'Eixample, 08036 Barcelona, Spain
Customer Service Contact: atencionalcliente@mediamarkt.es; Phone: 900 205 000
Website: www.mediamarkt.es
Description of the Complaint
Product/Service Purchased: MacBook Air laptop and an extended warranty/protection plan presented as "AppleCare" from Apple Inc.
Purchase Date: June 18, 2025
Total Cost of Disputed Item: 149.99 euros (for the warranty; full purchase included the MacBook Air, but only the warranty is disputed)
Issue Summary: The sales representative at the MediaMarkt store explicitly assured me that the extended warranty was genuine AppleCare+ from Apple Inc., which influenced my decision to purchase it. However, upon review, the product is a third-party SquareTrade (now part of Allstate Protection Plans) policy, not official AppleCare+. This constitutes misleading sales practices, as SquareTrade is not Apple's official insurer and offers different coverage/terms (e.g., reimbursement-based vs. direct Apple service). I have not used the policy or made any claims.
SquareTrade's own policy allows full refunds within 30 days by returning to the store with receipt, but MediaMarkt refused, citing activation and time elapsed, despite the delay being due to their misleading reassurances.
Chronology of Events
June 18, 2025: Purchased MacBook Air and warranty at MediaMarkt Barcelona store. Sales representative promised it was "AppleCare" from Apple. Paid 149.99 euros for the warranty (titled SquareTrade, but not disclosed as such).
Within First Week (approx. June 19-25, 2025): Visited the store to inquire about the Protection Plan activation. A representative reassured me it would take time because MediaMarkt needs to communicate with Apple, implying it was an official Apple product.
July 17, 2025: Sent initial formal complaint email to MediaMarkt via web form (Reference: 250717-022275), requesting cancellation and full refund due to misrepresentation.
July 18, 2025: MediaMarkt response (from Maira Lisbeth): No resolution; ongoing loop between store and customer service providing false information (e.g., claiming official AppleCare activation is impossible, despite MediaMarkt being an authorized reseller).
I visited MediaMarkt store 2 times within 30 days of purchase to ask for refund but they refused even though its mentioned on the website of SquareTrade website.
I ask for full refund for my 149.99 euros to the original payment.
