Arcelik Sells The Product But Doesn't Provide Services As Promised

Customer Service called, and we talked. During our conversation, the teams had just arrived. The teams asked us for a ladder, and we got one from our building attendant. I also informed the customer service representative I spoke with about this. They told me that they should have their equipment, like ladders, with them and apologized. I just hung up the phone, and the team members said that the screws they brought wouldn't support this water heater. They also said, "If you want, we can install and start it, but we won't take responsibility if it falls." As a result, since they didn't bring the screws, another team will come tomorrow. There is still no hot water.

I spoke with Customer Service. I informed them that if they don't come and do the assembly, including bringing the screws, by 7:00 PM, I want to return the product. How can I trust a technical service like this? Installing the product took a week, with no screws, this missing, that missing. Don't you tell your technical staff the model of the product? They come for installation without screws. What kind of nonsense is this? If there's a technical issue in the future, it seems like it will take a month to resolve.

Customer Service just called. They said they couldn't come for the installation today because it's outside of business hours. Even though I called twice during business hours, they told me both times to wait until 7:00 PM. Now they say their working hours are over (it's 6:30 PM), the teams can't come today, and they will come tomorrow. When I said I would return the product and asked them to come and take it back and refund my money, the customer representative told me, "Except for products purchased online, there is no return for products purchased from the store." They took the money, sold the product, didn't install it, and now they say they don't accept returns. They don't accept product returns in any way. This is not legal. You sold me a product and service, and now you say you don't accept returns even though you haven't fulfilled your part. I didn't pay 10,000 TL to place this device like a decoration at the entrance of my house. Clearly, we will go to the Consumer Court. I will not buy anything from the Arçelik brand anymore.

They came today to install the said heater again, and this time asked for a ladder. I asked my doorman and provided the ladder for them to use. This time, they said they don't have screws strong enough to hold this model in place and told another person will come back tomorrow with the screws. I spoke with customer service twice and told them that they either install this heater today (it's been 5 days now) or take it and give me my money back. Both CSAs said they will be at my house before 7 pm. CSA called me at 6:30 pm and told me since 7 pm is after their working hours, they will not send anyone to install the heater. I asked them to get the heater then and to give me my money back. They said they do not accept refunds unless the product is purchased online. They didn't install the heater and refuse to take it back and return my money. I will never ever buy anything from Arçelik ever again. It seems like we will go to court over the matter. Save your time and money and don't buy anything from them.

Almost a year passed, and finally the installation was done, but the water wouldn't heat for even five minutes. We spent about another 15,000 and switched to natural gas in the summer. They are definitely very unprofessional and their products are bad. From that day on, I haven't bought anything from Arçelik. We ended up paying 10,000 TL for a water heater we used for two months. The same water heater is now sitting in the apartment's storage and is rusting away.