Dangerous support advice and refusal of replacement
Order: 10022713 I bought a Magcubic projector, but upon plugging it in for the very first time, it made a loud internal explosion sound (bang) and completely stopped working. When I contacted customer support to request a pre-paid return label under standard EU statutory guarantee law, their response was completely unacceptable and dangerous:They suggested internal components burned out and instructed me to open/disassemble the housing to inspect it myself before they would consider a replacement. They insisted that I re-plug the damaged, short-circuited 230V device back into the electrical outlet on video to "prove" that it wasn't working. Forcing a customer to dismantle a high-voltage electronic unit or re-plug an appliance that just suffered an internal short circuit poses a severe fire, explosion, and electric shock hazard. Under EU consumer law (Directive (EU) 2019/771), the seller bears the burden of proof for defects upon delivery, and consumers cannot be required to perform dangerous acts to receive a repair, replacement, or refund. I have refused their unsafe instructions, escalated a dispute through my payment provider, and will report this conduct to national consumer protection authorities (FPS Economy / ConsumerConnect). Buyer beware. Update: After my complaint the new Projector was sent and it is working good this time. 1 star + for having this resolved. Projector quality is fine for the price and colors are crisp and sharp. 1 star + for Projector quality. Observation: This projector might contain malware, therefore I did not connect it to the network. MagCubic should analyze this and handle this properly. Support was very poor and It took 2 weeks to solve my issues , I had to complain and escalate to consumer protection. 2 star - For Support and Consumer handling