Arçelik Washing Machine Broke After 7 Months and Service Made It Worse

Elif

This is absolutely not what I expected from Arçelik, a global brand that should prioritize customer satisfaction. I purchased my Arçelik washing machine just 7-8 months ago, and it broke down on October 3rd. I scheduled a service appointment, but the first technician caused further damage, including burning out the main board. I rescheduled the service and specifically requested not to send the same technician. Despite my request, they initially sent the same technician again. After complaining, I finally arranged for a different team, who visited several times between October 3rd and October 18th, replacing different parts each time. Finally, on October 18th, they decided they couldn't fix it on-site and took the machine to their workshop.

It has now been 21 days since my washing machine stopped working. While some may think 21 days is not a long time, for my family of four, it's a significant inconvenience. A washing machine is an essential household item, and despite my repeated requests, Arçelik has neither provided a replacement machine nor resolved the issue. Every time I call, I’m told they will fix it, but no real action has been taken. It’s incredibly disappointing to see how Arçelik, once known for its customer service, has failed to support me in this situation. I urgently request that this issue be resolved immediately, as we’ve been unable to wash our clothes for 21 days.

Arçelik

Dear Customer, First of all, we thank you for your interest in our company. We have received your complaint and will get in touch with you as soon as possible. We kindly ask you to share any information, suggestions, opinions, and solution requests regarding our products and services with us. As the Arçelik family, we wish you days filled with health and happiness. We are here for you 24/7, for your happiness. Arçelik Customer Communication Center

Elif

You delivered the product on Friday, October 25th, and the device remained faulty for a full 22 days. You did not provide a replacement machine, no matter how much I requested one. Now, the machine you delivered as 'repaired' malfunctioned again in the same way before the 5th day and is not working. I am a consumer who knows their rights, and I demand that this device be replaced with a new one. You claim quality that doesn't change from generation to generation, but I don't see any quality here; on the contrary, you are stalling your customer and not providing a solution. However, I know my rights. According to Consumer Rights, if a product malfunctions again within the warranty period after being repaired, the consumer can request its replacement with a new one, or if not available, with an upgraded model, within the possibilities. I am urgently awaiting your response. It hasn't even been a year since I bought this machine, and its warranty is still valid. You have replaced everything you could, but the same problem persists, and I cannot wait for the machine to be taken from my home and repaired for days again. You have already inconvenienced us for 22 days.