Arçelik Does Not Replace the Items Under Warranty
On September 5, 2025, the built-in glass stove model OCD T 651 ES, which I purchased from Arçelik a year earlier and was described as “more resistant to impact and explosions,” suddenly exploded during use, despite there being no impact or collision. At the time, only two burners were lit, and another task was being performed next to the stove. With the sound of the explosion, the pot on the stove jumped up, and the glass shattered like ice. The next day, the broken area grew even larger. The service that came the following day stated that they did not see any defect on our part and could not detect any impact. Photos were taken, and we were told that an order would be placed for a replacement. However, on the same day, I received a call from the Arçelik Regional Office, and they said that the engineers had examined the photos and determined that it was “broken due to impact” and that there would be no replacement unless payment was made. The note written by the service technician who came to the house did not state that no impact was detected, only that it was determined from the photos. Due to this contradictory situation, I called Arçelik Customer Service and informed them that the personnel who came to my home did not find any defect, and that I did not agree to the payment request. However, about 30 minutes later, my spouse was called and informed that if payment was not made, the process would not be carried out, and our requests for replacement and physical re-inspection were rejected. I purchased the product from the Ankara/Ankamall store, and the warranty period continues until October 11, 2030. We have not used the stove since the explosion, and our hardship continues during this period.
Progress
On 15.09.2025, while cooking on our Arçelik brand built-in black glass-based 4-burner stove in our home in Çankaya, Ankara, we suddenly heard a loud explosion. The pot jumped up and the glass part of the stove was completely shattered. The next day, the authorized service that came after the incident did not detect any signs of impact. They stated that there might have been air trapped inside during manufacturing, which could have caused the glass to explode. My product is under warranty until 2032.
Later, we were called by the Arçelik regional office and were told that their engineers had detected an impact, and that the stove could be replaced if we paid 3,800 TL. Despite requesting the engineer and service reports, we were not given any documents. We have been waiting for a solution for over a month and feel like we are constantly being stalled.
Despite contacting customer service multiple times by phone and online, our complaint was only listened to and we were told 'there is nothing to be done.' I request that my stove be replaced free of charge under warranty.
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, or 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 by your side 24/7, we are here for your happiness. Arçelik Customer Communication Center
I was called by Arçelik. They said that an impact was detected on the product they claim is impact and break resistant, and therefore, a replacement would only be made if payment is provided. Although we used it as stated in the user manual, and although the service that came to our house did not detect any impact, the replacement has still not been made. The cracks on the stove glass are spreading and pieces are starting to fall off from the edges. We cannot touch the stove because it serves as evidence. Since the stove is shattered, we do not know how to disassemble it. Arçelik has put its customer in a difficult situation both financially and emotionally. I state that I will hold Arçelik responsible if any problems arise due to the glass fragments.
As a company, Arçelik continues to put its customers in a difficult situation.
Arçelik does not replace the stove with the shattered glass. They say 'the glass is broken' regarding the glass explosion and claim that we broke it, but they do not show me any evidence to support their claim. They are not willing to come and make a physical inspection at home.
