He couldn’t believe his eyes when he turned on the TV

He couldn’t believe his eyes when he turned on the TV

– I’ve heard of many negative experiences with Elkjøp, but I personally haven’t experienced any myself, yet, says Bujar Esmaili (32).

Two years ago, Ismaili bought a new Samsung TV from Elkjøp, but due to technical defects, the TV was sent for repair.

When he got the TV back, he couldn’t believe his eyes.

– What is this f**k?

Darker and darker

In June 2021, Esmaily bought a Samsung Smart TV for NOK 17,000 from Elkjøp in Sarpsborg.

Electricity purchase: Sarpsborg: Here, Bujar Esmaili had to go back and forth with regard to his television purchase.  Photo: private

Electricity purchase: Sarpsborg: Here, Bujar Esmaili had to go back and forth with regard to his television purchase. Photo: private

For the first few months, the TV worked fine. Then something happened.

After eight months, half of the screen suddenly got darker and darker, he says.

So it was sent in for repair and, after three weeks of not watching TV, received an SMS saying the TV was ready for collection.

When the 32-year-old was about to open the box, the trouble started.

-Both the base screws and power cable were missing, which was promised to be included in the box.

So Esmaili heads back to Elkjøp to grab screws and cables, before turning his nose home, to hook up the TV.

It was a less pleasant scene.

Back and forth from the cob

– When I turn on the TV, I realize to my surprise that the screen is broken, says the 32-year-old frustrated.

Reverse side: The broken part of the screen is on the opposite side of where the first failure occurred.  Photo: private

Reverse side: The broken part of the screen is on the opposite side of where the first failure occurred. Photo: private

Esmaily thought it might be transportation damage, so he checked both the TV and the packaging without finding any hint of physical damage.

So he takes pictures of the TV and goes back to Elkjøp and explains what happened.

He asks Elkjøp to hand it over again and promises, according to the 32-year-old, that they will find a solution in a few days.

After a week of silence, he himself called Elkjøp. Then he was told that they didn’t find the problem.

Ismaili asks to borrow a television set in the meantime.

Borrowed TV: The TV that Bojar Ismaili now borrows from Elkjøp.  Photo: private

Borrowed TV: The TV that Bojar Ismaili now borrows from Elkjøp. Photo: private

Click for me

Weeks passed, and the Ismaili heard nothing from Kajoub. Then he calls himself again.

– Then I was told that unfortunately there was nothing they could do and I had to hand over the TV which I had borrowed.

Ismaily goes straight to Elkjøp and demands to speak to his boss.

– When I get there, none of the chiefs are there, and those present cannot make a decision.

He remains a question mark and asks several times what is going on. According to Esmaili, Kajoub then made a new allegation:

– Kajoub says I destroyed the TV!

– Then he clicked for me.

– I didn’t break anything. If I had it, I’d obviously use my contents insurance on Frende, he assures.

– I don’t know whether it happened during the transportation or during the repairs in El-Kaub. All I know is that I was supposed to return a repaired TV and end up with a TV with more defects than before.

Wait and wait

Ismaili tells Elkjøp that he will take the case further.

– Then I was told they would look into it again, and contact me for a new update.

He received this letter in March this year, and is still waiting for a response.

Read what happens suddenly when TV 2 helps you reach out to Elkjøp on the matter.

A strange accusation

Consumer advocate Nora Weinberg-Glorsen at the Consumer Council thinks Elkjøp should handle this better:

– If the store takes the TV in for repair, it should be free of charge and without much inconvenience to you. Of course, you should be taking back a repaired product—not a broken screen TV.

Consumer Advocate: Nora Weinberg-Glorsen believes this case should have been resolved more easily on Elkjøp's part.  Image: Consumer Council

Consumer Advocate: Nora Weinberg-Glorsen believes this case should have been resolved more easily on Elkjøp’s part. Image: Consumer Council

– If Elkjøp believes that the consumer himself is responsible for the damage, they must have clear evidence to claim that he is lying about the course of events.

– It seems strange to make such accusations after so many weeks, she said.

Warranty when buying a TV:

If your TV is damaged, you can file a complaint for up to five years for faults due to poor quality.

If the problem is due to a manufacturing error, or you didn’t receive what you paid for, the store should sort things out.

The TV should be as the merchant said through the ad, in the store and elsewhere, and you should have received all the important information about the product.

Source: Consumer Council / Nora Wennberg Gløersen

Called from a hidden number

TV 2 helps you contact Elkjøp for an explanation on the subject.

Ismaily, who had been waiting for several weeks for a new call from the electricity giant, had a jaw drop when he suddenly received a phone call three hours later.

– Don’t you think I’ve been called from a hidden number from Elkjøp, he’s telling TV 2 help you.

– Suddenly they said that they had decided that the matter had been resolved and that I would choose a new TV, he says happily.

New TV on the way: Bujar Ismaili has already made up his mind and will have his Samsung 75 QN85B 4K Neo QLED TV in a few days.  Photo: screenshot / Elkjøp.no

New TV on the way: Bujar Ismaili has already made up his mind and will have his Samsung 75 QN85B 4K Neo QLED TV in a few days. Photo: screenshot / Elkjøp.no

lies flat

Elkjøp Norge AS Communications Director Madeleine Schøyen Bergly writes this in an email to TV 2 to help you out:

“We are delighted that TV 2 has contacted us regarding this matter, so that we can quickly assist our customers in the best possible way.

We have examined this unfortunate situation in the respective store. Here we must apologize for not hearing our customer when he returned to us to inform us about the damage to the TV that was returned after the service.

Sorry: Madeline Schoen Burghley apologizes on behalf of the company.  Photo: Elkjøp.no

Sorry: Madeline Schoen Burghley apologizes on behalf of the company. Photo: Elkjøp.no

We have gained clarity in the sequence of events, and here, unfortunately, there was disagreement as to the source of the damage. Here, of course, we had to put it in order immediately, helping our customers with a fresh and damage-free product. We are sorry that did not happen.

We have contacted our customer, who after a good dialogue has now managed to cancel his purchase and then buy a new TV from us.”

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Hanisi Anenih

Hanisi Anenih

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