Unfair Service Charge By Arçelik!
I purchased a stove from Arçelik and previously had the burner accessories replaced by the authorized service. However, the control knobs (on/off buttons) were not changed during that service. Despite this, the technician recorded in the system that the knobs were replaced — which is completely false. I never requested or received a knob replacement at that time. Recently, one of the knobs broke, and I requested a service visit. Although my product is still under warranty, and I have also purchased an extended warranty, I was told I would have to pay for the knob replacement. I explained the situation to the customer service representative in detail, but they insist on charging me because the previous technician entered the system incorrectly, stating that the knobs had already been replaced. I had a very unpleasant and frustrating phone conversation with a service representative, and unfortunately, I am still being held responsible for their internal error. I am being unfairly charged for a part that was never changed, despite being fully covered under both the original and extended warranty. This situation is unacceptable, and it reflects poorly on Arçelik’s technical and customer service. I demand that the charge be cancelled immediately and that the incorrect service record be corrected. I trusted the brand and paid extra for extended coverage — I should not be penalized for mistakes made by your technician.
Progress
My Arçelik brand built-in stove is under warranty and extended warranty. The stove's knob broke due to a gasket issue. The authorized service came and checked, but they said they wanted to charge for the repair because it appears in the system that the knob was previously replaced. I did not have such a replacement done. I want to see the official service record showing the date and service where the replacement was made. I also request that this malfunction, which is not due to user error, be covered under warranty. If necessary, I will take the matter to the Consumer Arbitration Committee.
I am still waiting for a solution, my grievance is getting worse with each passing day!
In 2022, I bought a stove, oven, and hood from Arçelik. My products are still under warranty, and I also purchased an extra 4-year extended warranty. Even if this information does not appear in the Arçelik system, that is a separate issue. The main problem is this: Due to a malfunction with my stove, I called the Arçelik call center. The service assigned to me was Yakuplu Service. This service called me, contacted me, and came to my home to perform a technical intervention. I also have the names and numbers of the people who came. However, the strange part is that when I went to the Arçelik store and explained the situation, the store staff spoke with Yakuplu Service and received the following response: 'We did not call the lady, we did not send anyone, there is no such record.' What kind of contradiction is this? It is clearly visible both in the call center records and in my phone history that Yakuplu Service called me. The service team that came also said they came on behalf of Arçelik. Now, with all these records available, telling me and the store 'We did not send anyone' is, to say the least, a distortion of the facts. Moreover, the store staff tried to brush off the situation by saying that the people who came from Yakuplu Service might be 'unlicensed or fake service providers.' If that was the case, how was this service assigned to me through the call center? As a customer, you are both victimizing me and not taking responsibility for the service sent. My trust in the Arçelik brand and its service system has been seriously shaken. I expect an official statement and a written response on this matter. If necessary, I will apply to the relevant authorities with all call center records, my phone history, and the numbers of the service that came. Currently, my problem with the stove has still not been resolved. For those considering getting a warranty or extended warranty: The warranty and extended warranty do not accept any faults or defects, the warranty does not cover any problems, and even product defects caused by the company are registered as user errors, and we, the victimized customers, are asked to pay!
There is still no progress!
