Arçelik Washing Machine Caught Fire, and I Fought Hard for Change
On January 12, 2022, I bought a washing machine from Arçelik. On August 11, 2024, I had a rather unfortunate incident with a machine. After putting my doctor coat into it and starting the process, the machine unexpectedly caught fire just one minute later. Despite my quick actions of shutting off the circuit breakers and disconnecting the power, the flames continued to intensify. I can't even begin to explain how we were able to extinguish the fire in such a frantic state. If I hadn't been present at that particular moment, it's possible that my parents, as well as everyone else in the building, and even the employees at the Kiler store, could have faced a significant threat. After this incident, I reached out to Arçelik's customer service center to explain the situation and ask for a replacement for the product. I also included a photo. Surprisingly, they inquired about whether I had captured a photo during the fiery eruption. I couldn't believe it. They wanted me to abandon my efforts to extinguish the fire in my house just so I could snap a photo. Unbelievable! Ultimately, they agreed to fix the machine and provide a new motherboard. However, the plastic parts and the drum of the washing machine have been severely damaged. I find it quite difficult to accept only a motherboard replacement given the current situation. I would like to request a replacement for my product. Unfortunately, an incident like this could potentially impact the reputation of a well-established brand like Arçelik.
Dear Customer, First of all, we would like to thank you for your interest in our company. We have received your complaint. We will contact you as soon as possible. For any information, suggestions, opinions, and solution requests regarding our products and services, we kindly ask you to contact us primarily. 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
The center couldn't provide any solution other than repairs. They couldn't offer any service other than repairing the brand new product that is still under warranty. I applied to the Consumer Arbitration Committee. But shame on them.
