On May 15, 2023, I purchased an Electrolux EW7H458ST dryer through Hepsiburada with a 36-month warranty. I followed all maintenance and usage instructions provided during installation.
Despite this, the device leaked water for the first time on October 7, 2024. It was repaired by an authorized service, but no service receipt or official document was provided when the product was returned.
On April 21, 2025, the same fault occurred again. The product was repaired once more, yet no service document or receipt was issued.
When the device failed for the third time with the same issue on December 19, 2025, the situation became much more distressing. Without checking past service records, the technical service demanded 4,500 TL under the name of “maintenance,” claiming that the two-year period had expired.
I objected, stating that this was a chronic fault, and they did not even ask about my usage frequency. The service team confirmed that I had followed all instructions and took the device. About an hour later, an official called me to request approval for maintenance. I clearly refused, stating that fault detection and a warranty review must be completed first.
Two days later, the service staff informed me that they had already opened the device and started “maintenance” without my consent. When I insisted on a free repair under warranty due to the recurring fault, the staff became aggressive. Instead of offering a solution, they threatened to return the product unrepaired. After I filed a complaint, they apologized but ended the call without providing any resolution.
According to Article 11 of Law No. 6502 and Article 9 of the Warranty Certificate Regulation, I have the right to a free replacement or a full refund due to recurring defects within the warranty period. Additionally, failing to provide service receipts violates the law, and charging for “maintenance” on a product still under warranty violates Article 8.
During my call with Electrolux headquarters, I was informed that the authorized service had wrongly charged me and incorrectly registered my device as “out of warranty.”
Based on my legal rights and the clear provisions of the law, I formally demand either the free replacement of my Electrolux dryer with a brand-new unit or a full refund of the purchase price.
Dear Sir/Madam, Thank you for your representative's courteous approach and the free maintenance offer. However, as I have already stated, my main purpose is not to receive a free service; it is to identify the real cause of why this device, which I use with great care, constantly malfunctions. Even though I use the device according to all instructions and in the best possible way, I do not accept the problem with the lower filter being evaluated as “user error”. Previously, serious problems such as the water hose detaching and a card failure have occurred, and moreover the device was delivered to me with the water tank and filter full of mud on both service returns. Not only did we have to spend hours cleaning a machine that came from the service in this condition, but I believe this careless handling has turned the device into a chronically faulty one. The fact that a machine has been sent to service three times within the first two years of its three‑year warranty is a matter that must be addressed concerning the reliability of your brand. At this stage we are awaiting the response from the Consumer Arbitration Board. This whole process has unfortunately completely shaken my confidence in the Electrolux brand. I submit this for your information.
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