Complaint Regarding Case Peeling – Casio MTP-1374
I am writing to submit a complaint regarding my Casio MTP-1374 model watch, which was purchased as a gift via Trendyol in August 2023. Although I do not have the Trendyol order or invoice number, I still have the original box and the warranty card included with the product. The watch also has significant sentimental value to me. After approximately one year of normal use, peeling began to appear on the watch case and has progressively worsened over the past two years. The watch was only worn during normal daily use when going out, was not used continuously, and was never exposed to chemicals, impacts, or water-related use or damage. Despite this careful usage, the peeling of the case is clearly inconsistent with the durability and quality expected from the Casio brand. I first contacted Trendyol regarding this issue on August 21, 2025, and subsequently contacted Casio’s authorized service provider in Turkey, Ersa Saat, via their WhatsApp service channel. I was informed that the peeling of the watch case is considered “normal wear and tear” and therefore not covered under warranty, and my request for warranty service was rejected. I was also offered a paid case replacement for 1,890 TL, with shipping costs to be paid by me. When I asked whether the replacement case would be covered by any warranty, I was informed that no warranty would be provided. This means I am being asked to pay a considerable amount for a fundamental component of the product without any warranty protection, even though the original case failed under normal use. I chose Casio for its reputation for durability, quality, and long-term reliability. I do not accept that peeling of the watch case is treated as normal or excluded from warranty coverage, nor do I accept that a replacement part is offered without warranty. For these reasons, I request that the watch case be replaced under warranty, free of charge and without any additional costs. I kindly request a fair and satisfactory resolution in line with Casio’s quality standards and consumer protection principles.
Dear Melise Seyhan, As stated under the "Exclusions from Warranty Coverage" clause in your warranty document, the watches are covered only for the mechanism. The case and battery can become deformed due to use, so the replacement and repair of these parts are chargeable. For products sent to our service, if the watches are still under warranty, shipping is free of charge. However, for products whose warranty period has expired, the shipping cost is the responsibility of the sender. Sincerely
