Altus Washing Machine Installed Incorrectly - Unfairly Denied
On July 18, 2025, I purchased an Altus AL 9103 DB 9 kg washing machine from the seller Güçlü Home via Hepsiburada. It was delivered on July 21, and the next day Arçelik’s authorized service team installed it. The service report stated: “Delivered and installed without damage or missing parts.” After starting to use the machine, I noticed consistent dust and detergent residue left on my laundry. On August 6, 2025, the service technician admitted that the installation had been done incorrectly – the drain hose was positioned too low, and the wall outlet needed to be raised. He even said the issue should have been pointed out during the first installation and that it should not have been installed that way at all. The problem persisted. When I called for service again, the faulty installation was acknowledged, but no return report was issued. Instead, the regional engineer decided the product was “normal,” and my refund request was denied. The building is newly constructed with standard plumbing, and none of the other 50 apartments have this issue. If I had been informed on the first day, I could have exercised my right of withdrawal. Due to the authorized service’s faulty installation and incomplete information, that right was taken from me. I also submitted my refund request to the manufacturer via KEP (registered email) and received no response. I expect Altus/Arçelik to fulfill their warranty obligations and refund the product price.
Dear customer, First of all, thank you for your interest in our company. We have received your complaint. We will contact you as soon as possible. For any information, suggestions, opinions, and requests for solutions regarding our products and services, we kindly ask you to contact us primarily. As the Arçelik family, we wish you days full of health and happiness. We are with you 24/7, we are here for your happiness. Arçelik Customer Communication Center
Thanks to them, they call and say that they do not guarantee the mistakes of our authorized service. They said if our service made a mistake and caused you trouble, there is nothing we can do. Just so you know, when it comes to authorized service, Arçelik/Altus still does not stand behind it.
