Arçelik 2781 EB Freezer Fail - Food Spoiled!

When we returned from vacation on August 24, 2025, we noticed that our Arçelik 2781 EB model deep freezer had malfunctioned. Due to a sudden fault, the device had tripped the residual-current circuit breakers, and since we were out of town, we were unaware of the issue. Upon returning home, we found that all the items inside the freezer, especially the meat, had spoiled, the stench had spread throughout the house, and we had to carry out a major cleaning. After cleaning, we called the authorized Arçelik service. The technician said it was a temporary issue and drained the dirty water from the container at the back of the freezer. However, a deodorizing treatment using Arçelik’s own products was applied for around ₺1,200, and we were advised to purchase the same products. Despite following all recommendations and cleaning procedures precisely, the odor did not go away. We called the service again, and they said replacing the gasket would fix the problem; the gasket was replaced eight days later. Yet, even after daily cleaning with baking soda and vinegar, the bad smell persisted. This issue had occurred twice before, but since we were home then, we could intervene immediately and prevent further damage. This time, however, due to the malfunction, products worth ₺145,000 in total—all with invoices—were spoiled, and the freezer became unusable. Although the device is under warranty and extended warranty, our grievance has not been resolved. Despite multiple calls with customer service, we were only directed to service each time, with no permanent solution offered. I request that this issue at my Başakşehir/Istanbul address be resolved urgently and that my deep freezer be replaced with a new one. Otherwise, I will file a complaint with the Consumer Arbitration Board and pursue a compensation claim for the total value of the spoiled products.