Bosch Air Conditioner Installation Delayed And Dealer Used Insults

On 15 May, I purchased a Bosch 12,000 BTU air conditioner, model CL2001 35E, via the Hepsiburada application for approximately ₺26,000. On 20 May, an installation work order was created through Gökhan Mühendislik and forwarded to Tuya İklimlendirme A.Ş. Tuya İklimlendirme gave me an installation appointment for 4 June, but on the day of the appointment nobody called or came, and I had to call myself to get information. Throughout this process, I spoke many times with customer representatives. At first, Tuya İklimlendirme A.Ş. told me that they were not an authorized Bosch service and gave me incorrect information. Later, another representative stated that Tuya was actually Bosch’s own company. Tuya also stated that they had transferred the existing work order to another technical service without informing me in any way, that they did not have clear information about this transfer, and that I had to call around and find it myself. The biggest disappointment I experienced was with Gökhan Mühendislik, which is a Bosch dealer. When I asked why my records had not been properly created and followed, I was told in an extremely irresponsible manner, “it doesn’t concern me, what can I do”. Then the representative started talking by raising their voice and finally openly insulted me, saying “f*** o***” and hung up the phone. I absolutely do not accept being subjected to this kind of insult and having the call ended with this style of communication. For nearly 20 days I have been struggling just to get the air conditioner installed. I have had to take time off from work multiple times. Despite the appointments given, no one came, and because the process was not managed transparently, I was put in a difficult position at my workplace and was almost made to look like a liar. Despite all this, the installation of my air conditioner has still not been carried out and I cannot use the product I paid for. My expectation from the Bosch brand is, first of all, that a thorough investigation be carried out regarding the insult and poor treatment I suffered, especially concerning Gökhan Mühendislik and the relevant service/call center employees, and that I receive a clear written explanation about the outcome. In addition, I request that my grievance be remedied and that my air conditioner be installed as soon as possible, without any additional charges and without causing a new grievance. I also expect Bosch to ensure that professional and respectful personnel are employed within its authorized dealers and service network so that other customers do not experience similar problems.