Daikin’s Unjust Blame for Damaged Air Conditioner

I purchased an 18,000 BTU air conditioner from Daikin on April 26, 2022. To ensure the product remained under warranty, I had all installation and uninstallation processes carried out by authorized Daikin service centers as directed. On November 27, 2024, the authorized service team sent by Daikin performed the uninstallation. They informed me that due to a funeral, they had to complete the process quickly and leave, and they did not provide me with any documentation confirming the service. I contacted Daikin customer service to report this issue, and they assured me there was no need to worry, as the service was recorded in their system and the service team had logged it. For the reinstallation of the uninstalled air conditioner, the first authorized service center Daikin referred me to kept me waiting for over 15 days without any response. The second service center they assigned only contacted me days later. Eventually, they sent an authorized service called Emay İklimlendirme. The technician from this service informed me that the copper pipes and the cables of the outdoor unit were damaged. I pointed out that the entire packaging and handling had been done by Daikin’s authorized service, and any damage should be covered by Daikin. On July 15, 2025, I contacted the authorized service again, speaking with a representative named E***. They claimed they couldn’t verify the initial uninstallation because I didn’t have any documentation—conveniently ignoring that their service team failed to provide me with any! They then arranged a conference call involving myself, the uninstallation service team (Özak Teknik), and Ebru to verify the accuracy of my claims. The fact that I, as a customer dealing with Daikin’s authorized service, was put through such a rudimentary and unprofessional process like a conference call—especially after I had already reported the lack of documentation and received confirmation—was highly frustrating and far from professional. They promised to follow up after an investigation by their team. After 12 days with no response, in the midst of this summer heat, I called Daikin customer service again today.Their response was as follows: “Due to the inability to determine the technical reason for the damage to the pipes and cables, and because Özak Teknik performed the service flawlessly, the fault may be user-related.” I will pursue legal actions.