Arçelik 10120mxs Washing Machine Spin Cycle Not Working Properly
Three days ago, I purchased an Arçelik washing machine, model 10120mxs 10kg, from an authorized dealer. However, since the day I bought it, I have been experiencing a serious issue with the spin cycle. When the machine switches to the spin program, it does not operate; it only rarely spins after being left to rest for a day. I have encountered this problem during every wash for the past three days. I contacted customer service, and a technician was sent. During the first visit, the technician reset the machine, and it worked briefly in the spin program, but when I tried again, the same problem occurred. I created another service and complaint record. When the technician returned today, the machine completed the spin cycle since it had been resting, but when I tried again, it failed once more. The problem remains unresolved, even though the machine is still under warranty. Moreover, I was not satisfied with the technician’s attitude. Despite clearly explaining the issue, he claimed there was no problem with the machine and blamed the issue on the way the clothes were loaded. Yet, under his supervision, the machine worked only after resting, using the same load setup. When I asked him to test it again, he dismissed me, saying, “I don’t have time; the machine is working,” and refused to observe the recurring issue. I am deeply inconvenienced that a newly purchased product malfunctioned within such a short time and that the problem keeps recurring. Therefore, I am requesting a full refund for the product.
From the day my problem started, my interactions with Arçelik customer service have always been positive. First of all, I would like to thank them very much. Also, the authorized service at Soyak Emar in Istanbul is amazing. They solved my problem and gave approval—thousands of thanks to the authorized service there. However, the authorized service in Istanbul Ataşehir is quite inconsiderate, uninterested, and does not even take into account the directions from customer service. They responded to me by saying, 'There is no problem with your machine, we are not coming, just so you know,' and they do not care about the customer at all. It is an authorized service that does not add value to the Arçelik brand. Fortunately, my problem was solved with the Soyak Emar service. I would like to thank the Arçelik customer representatives for their patience and understanding in helping me get through this period calmly and for their close attention to my problem. If all your authorized services focus on solving problems rather than creating them like your Soyak Emar service, we would all be satisfied. Thank you, Soyak Emar Arçelik.
