Arçelik Service Damaged My Washing Machine and Charged Me ₺2,690 for It

Arçelik service informed me that the shock absorbers of my washing machine needed to be replaced due to the noise it was making during the drying cycle, and that the total cost of the procedure would be ₺2,690. After the repair, the drum started bouncing and making even more noise during the drying cycle than before. Despite replacing the shock absorbers and springs three times, the issue persisted, so I emailed Arçelik customer service with a complaint and a service request. My machine was taken to the workshop. A week later, a customer service representative called me and said the repair was completed, and an appointment was scheduled for the machine to be delivered. When I asked if the issue was resolved, I was told, "Yes, your problem has been solved."

However, when the machine was delivered, the technician stated, "No repairs were made; this bouncing is due to an unbalanced load." If this was truly an unbalanced load issue, then why was I charged for these costs (₺2,690 and ₺160)? No one is answering this question. The responsibility has been placed on me, and I’ve been left with a malfunctioning machine. They damaged my machine and charged me for it—that’s the summary of the situation! If they had said that the vibration problem during drying was due to an unbalanced load before replacing parts, it would have been an acceptable diagnosis. I would have called in an independent technician to resolve the problem instead, but there is no unbalanced load issue—it happens even when drying a single synthetic garment, with the drum bouncing loudly. The unbalanced load explanation is a false claim made by the service to avoid responsibility. After 12 visits in two months, when I requested a refund for the money I paid just to hand the problem off to an independent technician, I was told that a refund was out of the question. If the machine continues to dry with such severe vibrations, further damage is inevitable! I am unable to use my washing machine or call in an independent technician. Arçelik Customer Service has dragged the issue on for two months, passing it from one department to another, and directing the Fındıklı service to my address again, giving me the same unbalanced load explanation, despite the toll this process has taken on me. They have failed to provide a solution, even after multiple promises. I urgently request that my washing machine be repaired immediately.