Arçelik Sold Me a Faulty 2172 JEB Freezer and Refuses to Replace It
I purchased the Arçelik 2172 JEB Deep Freezer on 02.11.2024, and it broke down on 12.02.2025, prompting me to request service. The authorized service arrived on 13.02.2025 and, after inspection, stated that the product needed to be taken in for servicing, which they did on 14.02.2025. I repeatedly informed both the technician who came to my home and the service personnel over the phone that I did not want a repair but a replacement. Due to the malfunction, I had to throw away many stored products. Despite eight days passing, the replacement has not yet been processed, and my issue remains unresolved. According to the regulations of the Ministry of Trade’s General Directorate of Consumer Protection and Market Surveillance, as well as the applicable laws, I have the legal right to request a replacement instead of a repair for a device that is only two months old. However, despite this, the replacement has not been provided. I chose Arçelik, believing they prioritize customer satisfaction, but this experience has been highly disappointing. I will no longer purchase any products from Arçelik and will take the necessary legal action regarding this issue. Additionally, the service personnel misled me by stating that the product would not be replaced, despite the existence of a clear law supporting my right.
Contact was made by phone on 21.02.2025. Despite saying they would deal with it immediately, unfortunately, no positive or negative feedback was given. The authorized service still calls saying the device is under repair and the result will be reported to you within the day, but the result is never provided. There must be a major fault in a 2.5-month-old product that was taken to service because the fault couldn't be fixed on-site and has been under repair for about 10-11 days. Arçelik is a regret.
The product exchange was carried out on February 28, 2025. I especially thank the representatives from Arçelik Customer Service who contacted me for the exchange. However, the authorized service, which detected the malfunction of a product that is less than 6 months old (2 months old) and used for storing food like a deep freezer in approximately 2 weeks (I received a response every day saying your repair is ongoing), needs to be warned for taking such a long time to conclude the process.
Thank you for the exchange
