April 23, 2026, 6:16 am | Read time: 3 minutes
A TV without a German menu? What sounds like a minor detail became a real problem for a customer–and raises the question of what expectations buyers can have for EU devices.
In November 2024, a customer ordered a TV for his mother. He chose the Philips model 43PUS8919/12, which was offered on an online marketplace. After delivery, the device was initially set up only roughly. It was connected via a satellite receiver, and further settings on the TV itself were not made.
The problem only became apparent after a move. In the new apartment, cable was used instead of satellite. When switching, it was noticed that the device did not offer a German menu. An inquiry with the manufacturer clarified that the model was not originally intended for the German market but was sold in Southern Europe and Poland.
Seller Sees No Error
The customer then contacted the seller. They recommended checking the settings again. At the same time, support explained that the sale was correct. It was a fully EU-compliant device. Therefore, from the seller’s perspective, there was no problem.
Additionally, the seller pointed out that devices are shipped directly by retailers or wholesalers through the platform. In this case, the delivery was tracked with a Spanish tracking number. Furthermore, the buyer had used the device for about seven months. Within the first two weeks after delivery, he would have had the opportunity to inspect the product.
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Lawyer Speaks of Significant Defect
Consumer lawyer Thomas Hollweck assesses the situation differently. In his view, a customer purchasing from a German online shop can expect the menu to be available in German. If this feature is missing, it constitutes a significant defect from a legal standpoint.
Even the reference to an EU device is not sufficient. In such cases, important European languages should be available, especially the language of the country of sale. Since the TV was delivered in November 2024, the warranty still applies.
The lawyer therefore recommends asserting one’s claims. The contact person is the seller. Possible solutions include a retrofit by installing German menu software or exchanging it for a device with a German menu.
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What Happens Next
The differing assessments show that the case is not clear-cut. While the seller sees no error, the lawyer speaks of a clear defect. The customer must now decide whether to demand a remedy. The legal basis for this still exists, according to the assessment. The decisive factor is whether the seller is willing to offer a solution.