Hamutal purchased a washing machine at the Walla Shops website.
At the time of purchase she stated that she would be interested in removing an old product upon receipt of the new product, as permitted by law.
According to her, she made sure that the washing machine would be ready for evacuation in the laundry room, in accordance with the instructions: disconnected from all connections, and without obstacles in the way that could interfere with evacuation.
At the end of last March, Hamutal received the new washing machine, but claimed that the carrier refused to take the old washing machine with him, and told her that by law the old product must be placed outside the front door of the house in order to evacuate it.
Hamutal states that this directive does not appear in the Walla Shops regulations, which explicitly states: "The product will be disposed of from the customer's home and from the same floor where the new product was delivered," and the Ministry of Environmental Protection's electronic waste disposal procedure states: Where it is commonly used, or from where the new product is placed. "
She said that when she contacted Walla Shops' customer service, they insisted that the old product be outside the door, and after reading the relevant sections, they claimed that the reason the old machine was not vacated was because there was a staircase in the building leading to the first floor apartment. Therefore, he should not vacate the product. "
Walla Shops responded:
"Thank you for drawing our attention to Hamutal's case. We will deal with the unfortunate allegations against the supplier, the moving company and our company's service representative.
We will continue to follow.
Evacuation without excuses
In 2014, the Knesset passed an e-waste law, which requires marketers to contact a "similar product" store from the customer's home at the time of purchase of the new item, at no monetary cost.
Did you buy a washing machine?
The marketer must pick up the old one.
The Consumer Council sometimes receives consumer complaints, according to which they encounter a variety of excuses and refusal to vacate the old product, or demand payment of money for the service.
The Consumer Council stated that the procedure also applies to an online sale, ie a distance selling transaction, which means that even if the carrier who brings home the new product says he is "only the courier", the law still applies to him, and he must remove the old device from home.
The law applies to any store that sells electrical and electronic equipment, including stores for office supplies, computers, toys and trading sites.
According to the council, a consumer who is not referred the product, can also sue the company in small claims.
In case of deviation from the management of waste disposal of electrical and electronic equipment from the customer's home, you can contact the recognized application body which is associated with the marketer, or alternatively to public inquiries from the Ministry of Environmental Protection by email: pniot@sviva.gov.il.
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