I recently purchased an Arçelik Telve single Turkish coffee maker from the Arçelik Keşan dealership in Edirne. After using it twice, I noticed a strong burnt plastic odor. I immediately contacted the dealer where I made the purchase, and they initially offered to replace it. However, they later changed their mind and said they would direct me to their service center instead.
I explained that I did not want to send the brand-new, barely used product to the service center and wait for it to be returned. The representative there told me to send it to the service center, and then I could come back to get a replacement. I agreed, and after waiting all day, the service finally picked up the machine in the evening.
I went to the dealership again, asking if I could get a replacement since I had sent the machine to the service center. This time, the representative said he could not do anything outside of business hours and that they had not said I could get a replacement immediately. He claimed the service center needed to first write up a replacement report. He told me to call on Monday if the service center did not contact me first.
Monday came and went with no call. On Tuesday, I called again, and they said the representative was not available and to call back the next day. This back-and-forth continued, and on top of that, I received a lot of criticism from the woman who answered the phone at the Arçelik dealership.
I am very dissatisfied with the customer service I received at the Arçelik dealership. A brand-new, defective product should not be so difficult to resolve. I expect Arçelik to address this issue promptly and provide a satisfactory solution.
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