Arçelik 570475 EB Refrigerator Issue – Still No Fix After Weeks
I purchased the Arçelik 570475 EB refrigerator approximately 1.5 years ago. For the past 2 to 3 months, the lower compartment of the refrigerator has not been cooling, causing all our food to spoil. I requested a service visit two weeks ago, and the earliest appointment I could get was for one week later. When the technician finally arrived, they barely looked at the appliance without performing any technical intervention and told me that a software update would be installed three days later. On August 5th, 2025, the software update was carried out. Following the update, the technician informed me that they would contact me the next morning (August 6th) to check whether the issue persisted. If so, they would replace the motor, and if that didn’t work, they would request a product replacement. However, no one contacted me as promised. I called customer service, and although they assured me someone would follow up, no one has reached out so far. During this hot summer period, we are unable to store any food in our home due to the malfunctioning fridge. All our groceries are going to waste. Each time a technician comes, they leave without offering a proper solution, and days later someone else shows up only to repeat the same ineffective process. No actual diagnosis or resolution is provided. I no longer want to wait for a part replacement process. I demand that my refrigerator — which is only 1.5 years old — be replaced with a new one. It is unacceptable that your technical staff cannot even identify the root of the problem. Experiencing such severe issues with a relatively new product is extremely disappointing and unworthy of both Arçelik and the Koç Holding brand reputation. I request an immediate response and a permanent solution to this matter.
On 06.08.2025, that is, today, I called your customer service multiple times throughout the day starting from 09:00. My aim was to reach an authorized person who would genuinely deal with the issue I am experiencing. However, in every call, a record was only created and the call was ended by saying, 'You will be contacted shortly.' In none of my calls was a concrete solution offered regarding my issue. I was only systematically asked to wait after a record was taken. This situation will also be clearly seen if the phone records are checked. Normally, I am not in favor of sharing my complaints on open platforms like this. However, since I have not received any response despite calling multiple times and my grievance continues, I had to make my voice heard here. I now demand a concrete solution and an authorized contact person regarding the problem I am experiencing. I kindly request that the necessary action be taken urgently.
Dear customer, First of all, 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, or requests for solutions regarding our products and services, we kindly ask you to contact us. As the Arçelik family, we wish you days filled with health and happiness. We are here for you 24/7, here for your happiness. Arçelik Customer Communication Center
Hello, as you mentioned, they called and informed me that they will replace the motor instead of the product. If the process is negative after the motor replacement, the device will be replaced. If there is any issue during the process, I will let you know here.
You said you would come and change the motor between 09.08.2025 17:00-21:00. Now at 17:00 the service calls me and says, 'Sir, we didn’t inform you, your refrigerator needs to be turned off, we’ll come another time.' How can there be such negligence? What kind of business are you running, what kind of corporate company are you? You can’t keep customers waiting with such excuses as 'we forgot' or 'this happened.' I wanted my device to be replaced, you said part replacement, I agreed, and even for that you ruined my weekend. By saying 'today, tomorrow' you are causing constant tension and problems. Don’t you have a proper customer representative to take care of this?
Although the process was difficult, in the end, they took care of it and my problem was resolved. They also gave an additional 2-year warranty due to the process.
Last year (August 2025) I experienced weeks‑long “the lower compartment does not cool” problem with my Arçelik model 570475 EB refrigerator; I was severely inconvenienced by repeatedly coming and going service technicians, missed appointments, and stalling tactics. Finally, after a software update on 10‑08‑2025, the issue was supposedly resolved by “motor replacement,” and, as a result of this terrible experience, a two‑year extended warranty was added to my appliance. However, as of today (02‑07‑2026), less than a year later, the device has repeated exactly the same fault: the lower compartment has stopped cooling completely and all the food inside has spoiled and become waste. I called the call centre and, despite the main parts and software being replaced, I demanded the replacement of this defective unit that does not hold together. I was given a service appointment for today between 16:00 and 18:00, confirmed by SMS. Yet shortly after, a staff member from the service called back saying “We are very busy, we may not be able to come today,” which was an extremely unprofessional and non‑corporate response. We have a one‑month‑old baby at home and breast milk must be kept strictly cold and in a safe environment. Right now, because of this defective product and a service that cannot even keep its appointment, our baby’s nutrition is at risk. I do not want to relive the negligence and weeks‑long stalling process I endured last year. According to the relevant articles of Law No. 6502 on Consumer Protection, consumers have the right to a “replacement without defect” for products that, although repaired within the warranty period, exhibit the same fault again and for which repair provides no benefit. The fact that the motor has been replaced yet the same defect persists proves that the product is chronically defective. I will no longer accept any part replacement or temporary repair. Given the urgency of the matter concerning the baby’s health, I request that, instead of ordinary customer service representatives, an authorized decision‑maker from Arçelik’s General Management contact me immediately and that the replacement process of my refrigerator with a new, defect‑free unit be started at once. Otherwise, I will pursue all my legal rights without delay before the Consumer Arbitration Board.
