Arçelik LG Therma Green Heat Pump Had Repeated Leaks and Needs Replacement
In 2019, I installed an Arçelik LG Therma Green heat pump in the house I built. Near the end of the two-year warranty period, the plate heat exchanger developed a leak, causing the gas compartment and compressor to fill with water. The service team stated, "The device cannot be repaired; it needs to be replaced." After considerable effort, Arçelik’s regional office agreed to replace the unit with a new one. However, less than two years after the new device was installed, the plate heat exchanger leaked again, releasing the refrigerant gas into the atmosphere. Before understanding the issue, the service team refilled the gas several times. Eventually, they took the unit to the service center and replaced the plate heat exchanger. A year later, the unit malfunctioned again. The service team found that the compressor and gas compartment were once more filled with water due to another plate heat exchanger leak. None of these leaks were caused by external factors but by damage inside the inaccessible part of the exchanger. This time, the regional office decided to repair it for a fee, which I naturally refused. If the same issue has occurred three times in two different units within five years—and based on what I’ve heard, other customers have experienced similar issues—it’s clear that this is a chronic fault in these devices. Customers should not be held responsible or suffer losses due to a known design flaw. If Arçelik is truly a reputable and prestigious company, it should resolve this issue internally without causing financial harm to its customers. I request that the unit be replaced with the same model or an equivalent alternative.
Dear Customer, First of all, we thank you for your interest in our company. We have received your complaint and will contact you as soon as possible. We kindly ask you to send us any information, suggestions, opinions, and requests for solutions regarding our products and services. As the Arçelik family, we wish you days filled with health and happiness. We are here for you 24/7, we are here for your happiness. Arçelik Customer Communication Center
According to information I received from two sources, 3 more consumers have been affected by the same problem. All that has happened indicates that this LG brand product is defective, even though it is not Arçelik's fault. Unfortunately, since Arçelik is the importer, it falls upon Arçelik to address these grievances. In my previous request, I asked for my faulty device to be replaced with the same model or an equivalent device. However, upon reflection, since it is inevitable that the same model device would have the same defect, I am requesting that my faulty device be replaced with a device manufactured by Arçelik. I would also like to express that prolonging the process benefits neither me nor Arçelik. It is fitting for Arçelik to resolve my grievance caused by the defective product and address its own grievance with LG.
From what I have experienced so far, I understand that Arçelik's brand value is less than 98 thousand liras. Arçelik is a company not even worth 98 thousand liras.
Their latest offer was to sell a domestically produced heat pump for 98 thousand liras instead of replacing their defective goods for free. I forgot to mention this in my previous responses.
As of this date, 2,564 people have observed this complaint. I would like to ask Arçelik. I wonder how many of these 2,564 people decided not to buy an Arçelik heat pump, air conditioner, television, etc. Was the value of the lost customers and reputation less than 98 thousand lira, or more? You have demonstrated a very good example of how a manager can harm the company they work for.
As of 23:02 on 22.03.2025, 55 more people have viewed and read this complaint. Dear consumers, Yes, Arçelik is a company with a wide service network, but it is narrow-minded. It does not support its products and consumers. I invite you to boycott this company and its products. As far as I understand, planned obsolescence (that's how I termed it) has been applied, causing some parts to fail after a certain period. In devices whose two-year warranty has expired, some parts are set to malfunction. From the 60-year-old Arçelik refrigerator left by my late mother and father, which never broke down, to the heat pump that broke down in less than two years... It's a shame.
