Arçelik Is Charging Me for a Replacement Refrigerator Due to a Manufacturing Defect
A service call was made due to a cooling issue with my Arçelik refrigerator. The service determined that there is a crack in the internal body, which is invisible and inaccessible to the user. Since the crack could not be repaired, they decided to replace the refrigerator. It is 9 years old, and while they acknowledged that the issue is not due to user error, they are still passing a large portion of the replacement cost onto me. They valued the refrigerator at ₺43,000 but offered me a new model with the same specifications for ₺26,000 if I cover that amount. However, they are selling the same refrigerator on their website for ₺37,000 at a discount, and I’ve found it online and in stores for around ₺31,000-₺32,000. Given that this is a manufacturing defect and not a user mistake, I explained that I shouldn’t be responsible for a significant portion of the cost and suggested they make a more reasonable offer. Otherwise, I would exercise my rights through the Consumer Arbitration Committee and voice my concerns on social media. Despite this, they refused to change the price. If they continue down this path, I will gradually phase out Arçelik products from my home and raise awareness of this issue across all platforms to assert my rights. Complaint tracking number: 188979861.
Dear Customer, First of all, we would like to 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, and solution requests regarding our products and services, we kindly ask you to contact us primarily through the channel. As the Arçelik family, we wish you days filled with health and happiness. We are here for you 24/7, for your happiness. Arçelik Customer Communication Center
Dear Arçelik, You have reduced your offer from 26,400₺ to 22,400₺. However, I do not accept that you are placing the majority of the replacement cost for an issue that is not due to user error on me. I will not pay this amount to you when I could already purchase this product for 31,000₺ from a store. Under these conditions, I will certainly not buy or recommend buying any products from Arçelik! I can accept up to 40% of the discounted price you sell with Oliz on your website - and this is because my product will be renewed. If the fault lies with Arçelik, then Arçelik should bear the larger share of the cost. If we cannot reach a resolution, I will initiate legal proceedings within 3 business days. Rest assured, my cost will be lower. Sincerely, [Your Name]
No revision has come from Arçelik. Therefore, I will pursue my rights legally and announce their insensitivity on the necessary platforms. They have completely overturned my advocacy for local brands. Congratulations.
