My New Delonghi Oil-Filled Radiator Broke Easily

Dinçer

Dinçer's Thank You Message

“My complaint was resolved and I was given the option for a refund/exchange since the product could not be repaired, but this process took a very long time. It took about 3 months to understand that the part of the product could not be procured and that the repair was not possible, and after these 3 months, I was directed to their headquarters for a refund/exchange application, which also took exactly 3 months to get a response. In total, it took 6 months from the time I handed the product to the service center to the time I was given the option for a refund/exchange, which is an unacceptably long period. The legal period (I think 20-30 days) or even a 2-month period would have been acceptable, but 6 months is very bad. I would have expected a brand like this to provide a refund/exchange right within a few days after it was understood within 1-2 months that the part could not be procured and the repair was not possible, with the approval of the headquarters. Still, since my issue was resolved "smoothly" by giving me the right to a refund/exchange, I won't completely rule out the brand this time and will consider it among my alternatives for my next purchase, but if I experience a similar problem again, I will never go near the Delonghi brand. Customer representatives provided information very quickly after some of my calls, but after some other calls, they did not respond at all, and I had to call again 1-2 weeks later to request a response and information, which was not a pleasant experience at all. Thank you...”

I took my Delonghi oil-filled heater to get fixed in January 2023 because it had a problem. At first, they said they needed a new part. It's been two months, but the replacement part still hasn't come. Every time I called customer service, I had to wait all over again. Can you believe it? It's been at least six months and still no sign of my device. No repairs have been done and the replacement part is nowhere to be found. Complete and utter silence. I found out during my last call about two months ago that the part needed for this device is no longer available. They said they might take the issue to headquarters to see if they can get a refund or exchange for a new device. But I haven't heard anything for two months. This situation is unbelievable. I sent in a device that was under warranty for repair, and it has been sitting there for 6-7 months with no progress being made. A reputable company like Delonghi wouldn't accept a process like that. Customer service always responds, but there's no concrete result.

Dinçer

It's been 2 weeks since I wrote about the situation here, and there has still been no response.

Delonghi

Dear Customer, The necessary actions regarding your complaint have been initiated. Thank you for your attention, We wish you healthy and happy days. De'Longhi Customer Service

Dinçer

My complaint was resolved and I was given the option for a refund/exchange since the product could not be repaired, but this process took a very long time. It took about 3 months to understand that the part of the product could not be procured and that the repair was not possible, and after these 3 months, I was directed to their headquarters for a refund/exchange application, which also took exactly 3 months to get a response. In total, it took 6 months from the time I handed the product to the service center to the time I was given the option for a refund/exchange, which is an unacceptably long period. The legal period (I think 20-30 days) or even a 2-month period would have been acceptable, but 6 months is very bad. I would have expected a brand like this to provide a refund/exchange right within a few days after it was understood within 1-2 months that the part could not be procured and the repair was not possible, with the approval of the headquarters. Still, since my issue was resolved "smoothly" by giving me the right to a refund/exchange, I won't completely rule out the brand this time and will consider it among my alternatives for my next purchase, but if I experience a similar problem again, I will never go near the Delonghi brand. Customer representatives provided information very quickly after some of my calls, but after some other calls, they did not respond at all, and I had to call again 1-2 weeks later to request a response and information, which was not a pleasant experience at all. Thank you...