MediaMarkt Refused iPhone 11 Battery Replacement Despite Insurance Coverage Promise

On October 14, 2023, I purchased an iPhone 11 from the Piazza MediaMarkt store. The battery health of my device has now dropped to 77%, and it has begun showing a service warning. During the purchase, I was specifically told that battery replacement would be covered under the insurance policy. On October 11, 2025, I went to the MediaMarkt store to request service, but I was told that the battery was not covered and that I needed to contact the insurance company.

I spoke with the insurance company by phone, but they did not provide any explanation for why the battery replacement was excluded from coverage. I also met with the store manager, who told me that customers—including myself—were informed at the time of purchase that once the service warning appeared, a battery replacement would be performed under coverage. However, the manager said that the insurance company removed battery replacement from coverage about five months ago. The store manager added that they themselves were also victimized by this change, and that many previously sold customers are now experiencing the same issue. Ultimately, I was advised to file a complaint with the Consumer Arbitration Board.

My device’s insurance is valid until October 14, 2025. Throughout this entire process, I applied for a battery replacement but my request was denied. I was misled by the information provided at the time of sale, and as a result, I have been left at a disadvantage. I request that the battery replacement be performed free of charge, as originally promised.