TCL Movetime Family Watch MT64X Screen Crack Issue With BNP Paribas Cardif
I purchased the TCL Movetime Family Watch MT64X children’s smartwatch on August 24, 2025. About a month later, the screen cracked. I had also insured the device the same day through BNP Paribas Cardif Insurance (Policy No: 66576569-0). After the screen damage, I contacted the store, and the repair process was initiated. I have been waiting for around 20 days for the repair. The insurance company later informed me that the necessary spare part was unavailable and that I would need to wait an additional 4–6 weeks. Alternatively, I could retrieve the unrepaired device or receive a gift voucher worth 60% of the device’s value. However, I paid a total of ₺9,098 (₺6,499 for the device and ₺2,599 for the insurance), and the product is still under warranty. The delay in spare part supply and exceeding the legal waiting period have caused significant inconvenience. I believe I am entitled to either a device replacement or a full refund. When I contacted customer service, no alternative solution was offered, and the call was ended. I now request that my issue be resolved promptly, either by providing a new device or issuing a full refund.
Dear Customer, You were contacted by phone regarding your request on October 24, 2025. We wish you a pleasant day. Dear Customer, You were contacted by phone regarding your request on October 24, 2025. We wish you a pleasant day. Best regards, BNP Paribas Cardif Insurance Inc. Best regards, BNP Paribas Cardif Insurance Inc.
Yes, they called me and imposed their decision. They stated that since the spare part was not available at the supplier, I would have to wait an additional 4 or 6 weeks on top of the legal waiting period of 20 business days. They also said that if I did not want to wait, they would only refund 60% of the price of the watch I just bought. This is an absurd approach that turns their own fault—failing to keep spare parts in stock—into the customer’s problem.
