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Reklamovať. Ale u koho?

Napísal Miroslava Boškovičová 15. november 2024

Pokazený výrobok je v mnohých prípadoch možné reklamovať. Nie vždy je však jasné, na koho sa s reklamáciou obrátiť. Možností je totiž hneď niekoľko. Kedy reklamovať u predávajúceho a kedy v servise či priamo u výrobcu?

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Zdroj foto: Freepik

Predajca alebo servis

„Základné pravidlo znie, že máte tovar reklamovať tam, kde ste ho kúpili,“ radí Eduarda Hekšová, riaditeľka spotrebiteľskej organizácie dTest, a dodáva: „Spotrebiteľ uzatvára zmluvu s predajcom, je preto logické, že voči nemu bude tiež uplatňovať svoje nároky, napríklad práve pri reklamácii.“ Iná situácia nastane v prípade, že predávajúci výslovne označí inú osobu, u ktorej je možné vytknúť vadu, typicky autorizovaný servis. Na túto okolnosť by mal predajca upozorniť kupujúceho pred uzavretím zmluvy alebo pred odoslaním objednávky. „Ak vás predajca odkáže na servis, kde je možné vadu vytknúť, obracajte sa priamo na neho. Servis však spravidla vykoná iba opravu. S ostatnými požiadavkami, napríklad na zľavu či odstúpenie od zmluvy, je tak naďalej nutné sa obrátiť na predávajúceho, ktorý za vady tovaru v konečnom dôsledku zodpovedá,“ vysvetľuje riaditeľka dTestu.

Pre úplnosť pripomíname, že reklamáciu je možné uplatniť v jeho sídle, mieste podnikania alebo inej adrese, o ktorej predávajúci oboznámil kupujúceho.

Nie je prevádzka ako prevádzka

„Ak má predajca viac prevádzok, je možné sa s reklamáciou obrátiť na ktorúkoľvek z nich. „Rovnako vyzerajúci obchod však nemusí byť pri reklamácii zárukou úspechu. Môže totiž ísť o takzvaný franchising. Obchody pod rovnakou značkou tak nutne nemusia mať rovnakého prevádzkovateľa,“ upozorňuje Eduarda Hekšová.

Kedy osloviť výrobcu

Spotrebiteľ spravidla nie je s výrobcom v žiadnom zmluvnom vzťahu. V niektorých prípadoch sa ho napriek tomu oplatí osloviť. „Keď zakúpite tovar s nadštandardnou zárukou – napríklad práčku s 10-ročnou zárukou na motor, potom často ide o záväzok, ktorý na seba dobrovoľne prevzal práve výrobca. V obdobných prípadoch preto teda svoje práva uplatňujte u neho,“ uvádza riaditeľka dTestu. Rovnako sa ponúka skúsiť výrobcu osloviť v situáciách, kedy s výrobkom nepochodíte u predajcu. Výrobca síce nie je povinný sa takouto reklamáciou zaoberať, v záujme budovania pozitívneho imidžu vám však môže, ale nemusí vyhovieť.

Nákup z druhej ruky

Pri nákupe použitého tovaru z bazáru či od iného podnikateľa sa postup prakticky nelíši. Problém môže nastať pri nákupe od inej fyzickej osoby, napríklad prostredníctvom rôznych bazárových portálov alebo stále častejšie na sociálnych sieťach. V týchto prípadoch vám síce predávajúci môže ponúknuť svoj pôvodný doklad o kúpe, avšak s pôvodným predajcom nie je majiteľ už použitého tovaru v žiadnom právnom vzťahu. V praxi pôvodní predajcovia väčšinou nerobia pri takejto reklamácii problémy. Správne by ste však mali reklamáciu uplatniť u predajcu, od ktorého ste tovar zakúpili. Situáciu je možné riešiť aj postúpením práv zo zodpovednosti za vady, keď sa nový kupujúci fakticky dostane voči predajcovi do postavenia pôvodného kupujúceho.

11 komentárov

  • Komentár none %AM, %21 %074 %2025 %00:%mar napísal none

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    And yet, in another EMG study, with only one subject (the researcher),
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