Beko Refrigerator Leaking Water from Freezer — Denied Warranty and Charged for Replacement

I purchased a Beko 670530 EB refrigerator from an authorized Beko dealer in 2020. For about a month now, I have been experiencing a water leakage issue in the freezer section.

After the problem began, I contacted the authorized service center. During the first visit, the technician said that the heater needed to be replaced and requested a fee of $67. A few days later, another technician came and, after consulting with their supervisor, claimed that there might be swelling or cracking in the refrigerator body. They took photos and sent them to the company but did not share any written report or information about what was communicated.

Later, I received a call from customer service, who informed me that the issue was considered “user error.” They said the only available solution was to replace the refrigerator with a new one if I paid $498. Despite explaining that a refrigerator like this should have a lifespan of at least 10 years and that the product was defective, my request was rejected.

Although my 3-year warranty has expired, I find it unacceptable for a refrigerator to fail so severely within such a short period. Furthermore, I have not been given any official fault report or documentation—only a brief system-generated message.

I am deeply disappointed by this approach from a major brand like Beko. I demand that my refrigerator be replaced free of charge, as the issue clearly stems from a manufacturing defect. If my complaint is not resolved, I will pursue all legal remedies available to me.