Is the rozetka.com.ua online store deceiving me?

Question

Electronic commerce

Good afternoon.
I decided to buy a laptop in the famous Ukrainian online store rozetka.com.ua.
2 June.
No sooner said than done. The order is placed, the choice fell on this model .
June 6th
Since I do not live in Kyiv, I had to wait for the order. The initial examination of the representatives of rozetka did not reveal any flaws. That same evening, I sat down at the laptop, started to deal with it, and when I was about to turn it off, I saw a broken pixel. A trifle, of course, but unpleasant, the thing is new. I decide to change it.
the 9th of June.
I bring the laptop back to the rozetka representatives. No problems arise, the laptop is packed and sent back. I'm waiting for a call.
June 14th.
The phone rings, the technician tells me that you have 1 dead pixel, and the warranty conditions are 3 broken, the exchange is impossible. To which I answer that I do not have a warranty case, but 14 days during which I can make an exchange. The other end apologizes and hangs up.
The same day, a new call, another person says a return-exchange is impossible. The laptop has a protective film removed and there are scratches on the lid and glossy surface. I say that I don’t agree, there was no film (it really wasn’t), but scratches, well, I didn’t scratch it on purpose. I ask where the film was, they say on the front surface.
Another call, now from the manager, asking if you're refusing to take your laptop back? I say yes. I'm thinking what to do? At that time, I was going to the Euro Ukraine-France match and was out of my city.
June 15th.
I call a friend who sells equipment, explain the situation, he says to contact the Consumer Rights Protection Service. For reliability, please check if there is a protective film on this laptop model, he says that only around the monitor, there is no film on the front surface. I didn’t have any film either there or there.
June 18th.
I contact rozetka, I say that I was in the store, I looked at the same laptop model, there is no film on the front surface. On what they tell me there is and you removed it. I say that I will go to the Consumer Rights Protection Service, they say go. I come and explain the situation. They tell me that when returning the goods for return / exchange, it was necessary to draw up an act that describes the condition of the laptop. And so they can not take sides. And they say that with such purchases, never say that the product was in operation, but say that a test run was made in order to determine whether the declared technical characteristics correspond to the real ones. They say you can try to decide in court. I didn't do it. It became clear that help was nowhere to be found.
June 19.
I called rozetka, I said, give me back my laptop. They say well, our manager will contact you. We wait.
21st of June.
No one contacts, I call managers, I say when I should expect my laptop, I say the order number. They say contact the service department. Does the right hand not know what the left is doing? I called the service department, they promise to take care of this matter.
June 25th.
Nobody calls, I call back. Again they ask in surprise, so you want to return it, because if you didn’t want to return it, it would be illiquid and we wrote it off a year later. Yes, I say, do not believe me, I want to return. They promise to contact.
27th of June.
Nobody calls, I call back. They ask if you want to return. I scream, I say yes. They say that they take it under personal control and will call back in an hour.
Nobody calls, I call back in 2 hours. Nobody cares about my business. I say that please return my laptop to me. They say good, they will call me back.
They call back an hour later. They say they will return it well, but since it’s the holidays now, the shipment will only be on July 2-3, and I will receive it on July 6. I started to figure out if it's okay that I want to return the laptop for 2 weeks, and I have to wait 1 more until I receive it. They apologize and say they can't do anything. I say if you give any conclusion why an exchange / return is not possible. They say they don't. I very strongly ask, at least some paper. The service department was very tense and said, well, let's do it.
So, I spent a lot of time and effort on buying a laptop. I used to buy at rozetka.com.ua and there were no problems until it came to the return. Unfortunately, I am not strong in legislation and do not know all the pitfalls, what acts to draw up, what to answer. Several questions arise.
How to receive the goods?
Do I really need to draw up a technical act when returning the goods so that there is a document that confirms that I am returning the whole product?
Should the rozetka service center provide me with some document why a return is not possible?
Does rozetka violate any laws in my particular case?
Is it possible to litigate this case or is it not worth wasting time, I will still lose?
UPD. 3 July.
Corresponding question in the corresponding topic. Except, "I'm indignant," I can't say anything. I called the outlet more than once, each person promises to take the matter under his personal control. However, no one ever called me back. The laptop has not been shipped yet. Moreover, each new person answering the phone does not know anything about the activity on my order. I called today at 20:30, the answering machine told me that unfortunately the service center is open until 21:00 and now there is no one at work :) (In fact, they, in my opinion, work until 19:00 and therefore there is no one) And everything is wrong here. Phoned the manager, promised to take personal control and contact management. He also said that something was not working for them and delivery to the regions would begin on July 9-10. We are waiting for the continuation))
If there is a 14-day return submission limit, is there a return limit?
UPD. 4th of July.
I called the outlet at 11:00, called the service center, I was connected to the manager. The manager introduced himself as Vladimir. I explained my situation to him, he said - this cannot be, he said that he would transfer all the data to the service department and they would call me back in 30 minutes, he takes everything under his personal control. After 30 minutes no one called back. I called them back in 2 hours, called the service department, the manager picked up the phone. He said that he is also Vladimir, but he does not know anything about this situation. Apparently they have a lot of Vladimirov working. He told me to contact the service center, to which I replied that I just called the service center, and he picked up the phone. Vladimir said that they do not want to lose customers, so managers pick up the phone when the service center is busy)) Vicious circle, hello outlet. Manager Vladimir explained to me that they haven't delivered since last Wednesday (June 27th) and shipping will resume on Friday, Monday, Tuesday, so I'll have to wait for my laptop next week. Well, we'll call on Friday.

Answer 1

Excuse me, but when reading the opus, a picture about hysterical squirrels loomed before my eyes.
Either you hand it over, but don’t hand it over, then you ask for it back, then you shout ...
You need to be calmer and first read the law on consumer protection (which can be found in a summary on any site dedicated to this one), and then take deliberate actions. There you will have applications, and terms, and interest, and everything, everything, everything is scheduled on the shelves.

Answer 2

comedy-club.in.ua/dostavka-armatury

Answer 3

It is correct to receive it like this: with the courier, test everything, open it, unpack it, look at the protective films and other paraphernalia of the new product. At the first suspiciously torn off sticker or excessively wrinkled box, return the goods to the courier. You are not obliged to buy goods of inadequate quality. The courier can bully and say that he will not be lucky with the goods back, for which you send him to hell without explaining the reason.
For returns up to 14 days, nothing is required. You are not required to explain why you are returning the product, you are required to accept it back and without talking. If you rent under warranty, after 14 days, then an examination is required. For any attempt to prove that this is not a warranty case, you can require an examination. While there are conversations, the law is not on your side, as soon as you have a piece of paper in your hands, where they explain why this is so and nothing else, then you can already go to court with it. True, only if there is a violation of the law.
Refunds must be made in any case. Otherwise, you can sue them for fraud. It is best to write an official letter to the director, in which you state the essence of the problem and find out how long it will take them to return the goods to you. This can go straight to court.
The outlet violates, as it keeps your goods in itself, without explaining the reason. File a claim.
Your case needs to be properly qualified. Contact the right lawyer, he will win your case. If you file a lawsuit at your place of residence, then, most likely, no one will come to the meeting from the Rozetka side, which means that the winnings are in your pocket.

Answer 4

At the outlet, all orders are apparently processed this way.

Answer 5

how much I handed over the goods for service or return, they always described what was opened and if the damage was on the goods, I received a piece of paper waiting for those examinations according to the rules it is 14 days, when the goods are new it can be 2-3 days and after that I could receive money or a new product .
here discussed a similar problem www.urist.in.ua/archive/index.php/t-135668.html

Answer 6

Somehow I wanted to buy a laptop in an outlet, everything fit one of my requirements was a resolution of 1920 * 1200, the manager assured that everything was true. But after the launch, it turned out that the resolution is 1280 * 800 such as an error in the description. Of course, I didn't buy it. But on the website they have not changed the resolution for this model. So when buying something at the outlet, carefully test it on the spot so that there are no problems. It was about 3 years ago.

Answer 7

something at the outlet has recently often failed the server, when forming an order and sending it to the recipient, I’ve been waiting for the order for more than 2 weeks, but the manager just called and said that the order was postponed to the end of the week and they can only say in more detail on Friday)

Answer 8

Well, to be honest, it looks like you're being shoved. On the other hand, what for your laptop? I am inclined to believe that you are caught in a bureaucratic cycle