Arçelik Factory Defect Blamed On Customer – Total Service Scandal!
I bought a brand-new refrigerator from Arçelik. When it arrived, it was scratched from top to bottom and even had a motherboard issue. The delivery team saw the problem and took notes. About a week later, the replacement unit was delivered. And guess what? The new refrigerator had a bulge on the side panel. There wasn’t a single scratch or dent from the outside — the surface was completely smooth — but there was a visible bump pushing outward from the inside due to a screw that had been overtightened during assembly. In short, it was a clear factory defect. The technical service team inspected the product and openly said, “Yes, this is a factory defect.” But once the issue was forwarded to the factory and the headquarters, the story completely changed! Suddenly, they claimed it was not a factory defect — and eventually labeled it as a “user error.” So basically, they tried to blame the customer for a mistake made during production. When I objected, they told me, “If we change the refrigerator’s leg, it will fix the issue.” Honestly, that’s absurd. Imagine having a dent on a car’s body and being told it’ll be fixed by changing the tire — that’s exactly how ridiculous this is. Later, the technical team themselves admitted that changing the leg wouldn’t solve the problem. But despite that, the headquarters still decided to call it user error. They literally covered up a factory defect! It’s been only two months since I bought this refrigerator, and the whole experience has been a complete nightmare. I repeatedly asked for a written report or a service document proving it was my fault — they refused to provide anything. I’m saying this clearly: Stay away from Arçelik. A company that hides its factory defects and blames customers for its own mistakes does not deserve anyone’s trust.
No solution is offered, I was called by different representatives and we had to explain our problem each time. As a result, we got lost in space.
--Status Update-- I was called by Arçelik. They informed me that the factory cannot do an exchange and that the Authorized Sancaktepe Arçelik Service needs to replace the part. The Sancaktepe authorized Arçelik service reported to the factory that the refrigerator needs to be laid on its side to replace the part, and that this could cause damage, so they said they cannot do it. The factory also agreed. :) The result? A big zero. In short, they told me, 'We sent you this defective item, just use it.' Now we are starting the legal process.
Update -- After a very long struggle, I finally got hold of the service report prepared by the service that came; they resisted sending it, and I insisted on getting it. Anyway, to summarize, look at what the service wrote below :) 'Refrigerator is operating noisily.' No one said the refrigerator is defective, DE-FEC-TIVE, or operating noisily; they reported it completely wrong. Maybe the head office is rejecting it because of this incorrect service report they prepared.
Update — After a long struggle, I finally managed to get a copy of the service report issued by the technician who inspected my refrigerator. They resisted giving it to me for quite some time, but I eventually obtained it. Here’s what’s written on the report: “The refrigerator is operating with noise.” This is completely inaccurate. The refrigerator was delivered defective (DE-FEC-TIVE) — no one ever said it was just “noisy.” The technician misreported the actual issue. It’s very likely that the head office rejected my request based on this incorrect service report.
Status Update-- Arçelik's defense, which does not reflect the truth, is hardly believable; despite us making the necessary notifications on the first day they arrived, and even after they acknowledged the damage over the phone, they later act as if they didn't know about it—it's unbelievable. Anyway, the Consumer Arbitration Board appointed an expert, and the expert came to our home. I am attaching his report and the Arbitration Board's decision here. Arçelik's attempts to sabotage the entire process, in contrast to their attempts to shift their own mistakes onto the customer, were found justified. I called Arçelik and sent the relevant documents; I am awaiting a response. If a replacement cannot be made within 14 days, I will file a claim with the enforcement office. Please, for heaven's sake, who will handle this? Go through the logs of the errors you mentioned; don't let them discourage you—we're not paying a small sum.
