Arçelik Refrigerator Keeps Malfunctioning but Replacement Request Was Denied
We purchased our Arçelik 584611 E1 NF Inox refrigerator with a top freezer on May 7, 2020, along with an extended warranty of 3+4 years, which is valid until May 6, 2027. Unfortunately, our refrigerator has experienced a cooling malfunction for the third time within the past 16 months. Under normal circumstances, this would classify the product as defective. In the previous two incidents, the same part was replaced, and the refrigerator was restarted. However, within just a few weeks, we started hearing occasional “clicking” sounds from the unit. We later realized that this noise was due to the pipes behind the back panel of the freezer compartment failing to function properly, causing excessive ice accumulation behind the panel and inside the freezer due to expansion. As a result, the refrigerator stops cooling, and a thick layer of ice forms in the freezer compartment. Each time a repair is needed, the refrigerator must be unplugged for 2-3 days before the part can be replaced. Unfortunately, this leads to all the food inside the refrigerator and freezer spoiling and going to waste. I will not go into further detail, but we have been in constant communication with both the technical service team and customer service for the past four days. Unfortunately, no effective resolution has been provided so far. The service team simply wants to replace the same part for the third time and close the case. However, when Arçelik authorities check the service records under my name and surname, they can clearly see the full history of the issues we have faced with this refrigerator. At this point, it is evident that if the same parts are replaced again, we will face the same issue within a few months. As a globally recognized brand that we take pride in as a national company, I expect Arçelik to resolve this issue swiftly by replacing the faulty unit with a new and defect-free product. I have already sent an email to customer service ([email protected]) with all the details and history of the case, recorded under ticket number 200571185. I am eagerly awaiting your response and, naturally, expecting the replacement of our refrigerator. I kindly request the necessary action to be taken by the relevant Arçelik departments and executives. Best regards,
Dear customer, First of all, we thank you for your interest in our company. Your complaint has reached us. We will contact you as soon as possible. We kindly ask you to first convey all your information, suggestions, opinions, and solution requests regarding our products and services. 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
Dear Arçelik Official, The issue we have been dealing with since February 7 continues in a tragicomic manner. Due to both the email I wrote to customer service and my post on şikayetvar.com, since my last message, I have been constantly called and given information about the part replacement appointment, whether they came or not, showing a superficial interest. Whenever I tell each caller about my main issue and the need for the replacement of the cooler, the classic response is, "Believe me, we do not have the authority to make this decision." Let me get to the tragicomic part. Today, the technician (Mr. Abdullah, who is always attentive and concerned) who came for the appointment to replace the motherboard and rear heating pipes was unable to fix the issue because the transformer of the brand new motherboard from the factory arrived BROKEN! (photo attached). For the past two days, the plug has been unplugged to allow the ice in the deep freezer to melt, and the frozen products had to be given to others to prevent them from going to waste as usual. Now, a part order will be placed with the factory again, and we will wait once more. On top of our already dissatisfied situation, this adds to it, and I really can't reconcile these issues with a brand like Arçelik, and I'm at a loss for words. To make our voice heard and explain our problem to find a solution, I want to speak with someone who is truly authorized to make a decision on this matter, rather than customer service consultants who call me and repeat the same template sentences. I will not let go of this issue even after the necessary parts are replaced. Because I know for sure that the same fault will occur again at most by the summer months...
I would like to thank the 'Arçelik' company, the employees in the 'Arçelik Customer Service Department,' and the employees of the 'Arçelik Dudullu Region Authorized Service' one by one from here. Finally, today our problematic refrigerator was replaced with a new model cooler of equivalent value. Since the model we used is no longer in production, they brought a brand new refrigerator in a box, model 583628 eı, which is an equivalent. I hope we do not experience similar issues with this cooler anymore. Adjusting the shelves of the refrigerator by removing the tape and styrofoam at the end of this process was very enjoyable. I immediately extended the warranty for an additional 4 years for a fee. Thank you again, Arçelik :)
