Arçelik Caused My 286 L Freezer to Fail and Ruined My Meat
On December 28, 2024, we purchased an Arçelik 2681 EB series 286-liter deep freezer from Samsun Öztotuklar Koll. Şti., an Arçelik dealer. The order was registered under my close relative E*** B******, paid for with my credit card, and delivered to the address of Hasan Ali U****** for his use. On Friday, June 20, 2025, we noticed a pool of blood in front of the freezer, as seen in the attached photos, and upon opening it, discovered that all the contents had thawed. Although the freezer appeared to be running, everything inside had defrosted. My wife had last taken items from the freezer on Tuesday; three days later, we noticed the blood and foul odor. We contacted service, and although they couldn't come that day, they told us to throw away the spoiled meat and that they'd visit the next day. When the service team arrived, as recorded in our phone conversations, they stated the freezer had entered self-protection mode due to a power cut or voltage drop and that this was considered normal. During the initial installation, Arçelik's service had also sold us a surge protection device. No other electrical devices in our home or the apartment (which has 18 units) experienced any issues—only our freezer malfunctioned. During our calls, we explained that the freezer contained three sacrificial meat shares, duck, chicken, vegetables, and meat meant for friends on leave, and we requested compensation for the loss. However, they said they don’t cover items without invoices, despite all calls being recorded. I explained that it’s not possible to get an invoice for village products or sacrificial meat, but they still insisted on one and refused compensation. While we don’t have product invoices, I do have a ₺60,000 bank transfer receipt from Vakıfbank marked “sacrificial payment” from the first day of Eid. My estimated loss for the spoiled goods is around ₺50,000. The material facts will be clear from the attached security camera footage and photos. Despite having no fault of our own, we have been left with significant hardship. Under Article 11 of the Law on the Protection of Consumers No. 6502, we request a replacement of the defective product with a fault-free equivalent and full compensation for the damage caused by the faulty service. July 17, 2025. Please review the uploaded videos.
Progress
On 28.12.2024, my Arçelik 2681 eb series 286-liter deep freezer located in Samsun Atakum malfunctioned. Due to this malfunction, three shares of sacrificial meat, duck, chicken, vegetables, and the sacrificial shares we could not give to our friends who were on leave, all spoiled completely and became unusable. I suffered a food loss worth approximately 50,000 TL.
After the malfunction, I contacted Arçelik customer service, and although my product was replaced under warranty by the authorized service, my financial loss was not compensated. In all phone calls, it was stated that damages for products without invoices could not be compensated. However, even though I explained that it is not possible to obtain invoices for products bought from villagers and sacrificial shares, they still requested an invoice and did not compensate my loss. Although I do not have an invoice, I have a bank receipt for 60,000 TL from VakıfBank, which I paid to the person I bought the sacrificial animal from on the first day of Eid al-Adha, with the explanation 'sacrificial fee.' In addition, when the attached camera recordings and photos I have provided are examined, the material reality will be clearly seen.
Although I have no fault in this matter, I have suffered victimization. Pursuant to Article 11 of Law No. 6502 on the Protection of Consumers, I primarily request the replacement of the sold product with a flawless one and compensation for my concrete financial loss arising from the spoiled products due to the defective service. Please also review the videos and photos I have uploaded as attachments.
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. As the Arçelik family, we wish you days full of health and happiness. We are here for you 24/7, we are here for your happiness. Arçelik Customer Communication Center
