Bosch Offers a Replacement Refrigerator Instead of Repairing the Old Rusty One!

On February 13, 2024, my spouse and I purchased a Bosch refrigerator (Model: KGN55CIE0N), washing machine (Model: WGA142X2TR), and dishwasher (Model: SMS44DI00T) from Panalı Durable Consumer Goods Industry and Trade Inc. However, on February 16, 2024, when the authorized service personnel came for installation and unpacked the packages, we noticed a large, unremovable rust stain on the refrigerator door. We informed the staff that we did not want the refrigerator installed because we wanted it replaced. We purchased brand-new, unused products and made it clear that we would not accept a defective product. However, they refused to comply and proceeded with the installation of the appliances without documenting our refusal. Later, we reported the situation with photos to the place of purchase, and they promised to address it but only stalled. They did not respond to our messages, and when we called, we were assured that it would be resolved. We expressed that we did not accept a door replacement; instead, we demanded a complete replacement with a new and flawless unit, but we were not provided with a clear timeline or details of the solution. Bosch dealers and services in Turkey are not solution-oriented but rather focused on stalling, so we contacted Bosch Global. However, they displayed the same attitude. A similar issue occurred with a scratch on a friend's door about 4-5 months ago, and the process unfolded the same way, eventually resulting in the replacement of the machine after significant conflicts. This implies that Bosch, a brand we have trusted for years, no longer hesitates to inconvenience customers by selling defective products and avoiding responsibility. It seems they have developed a new service approach. Today, we spoke with Bosch Headquarters, and they shifted the responsibility back to the authorized dealer, who did not answer our calls. For example, if I shop at DeFacto and purchase a faulty product, and the branch fails to address my concerns, of course, I will contact DeFacto Headquarters, and they will rectify the situation. Therefore, since I have been also mistreated by the authorized service, Bosch must resolve my issue! The entire product must be replaced; I do not accept only a door replacement! If I receive a response like "only the door will be replaced" again or no response at all, I will pursue every consumer rights court available! Defective goods were sold, and they must be replaced!