Electrolux Oven Damaged During Installation – Replacement Request
On July 20, 2026, the authorized Electrolux service visited our home to install the built‑in oven we purchased from Hepsiburada, under order/invoice number 7249642363. After completing the installation, the technician personally set the oven to the 300°C burn‑in program, started it and left our home before the program was finished. We were told to wait until the cycle ended and then clean the inside of the oven with baking soda water. When the program finished and we opened the oven to clean it as instructed, we saw that pieces of metal and cardboard packaging had been left inside the oven during installation. These materials stayed inside the oven during the entire 300°C cycle. As a result, the inside of the oven became deformed and there are visible burnt and charred remains inside, which raises serious concerns about both the safety and the quality of the installation service. We kindly request that Electrolux urgently investigate this incident in detail, replace our oven with a new unit, and ensure that any procedures related to this process are carried out without creating additional burden for us as customers. Despite contacting customer service multiple times regarding this issue, we were neither provided with a complaint reference number nor received any follow-up communication or callback.
I called Electrolux headquarters again two days ago. They said they would gather information on the issue and get back to me, but they didn't call. This morning I called, Ms. Sema said she would call back by 11:30, and it became evening and she didn't call. At 17:00 I called again. Ms. Emine again said they would get back to me. I have completely lost trust in the brand. I understand that the replacement approval has arrived and the product will be delivered, but there is neither any timing information nor any care. The product was installed on 20.07.26. The replacement was approved on 30.07.26. Today is 07.08.26. No information at all.
Elektrolux ile iletişime geçtim, iki kez aradım ve Sema Hanım ile Emine Hanım dönüş yapacaklarını söylediler ancak aramadılar. Değişim onayı alındı, ancak teslimat zamanı ve özen hakkında bilgi yok. 20.07.26'da kurulum, 30.07.26'da onay, bugün 07.08.26'da hâlâ bekliyorum ve markaya güvenimi kaybettim. Firini bekliyorum.
My product was installed on 20 July 2026. Due to a defect, a replacement was approved on 30 July 2026. Today is 7 August 2026, and I still have not received any information about when the replacement unit will be delivered. Two days ago, I contacted Electrolux Customer Service and was told that they would gather information and call me back. No one did. This morning, I called again, and Sema Hanım assured me that she would call me back by 11:30 a.m. Once again, I received no call. At 5:00 p.m., I contacted Customer Service for the third time, and Emine Hanım told me that someone would get back to me with an update. At this point, I have completely lost confidence in the Electrolux brand. Although my replacement has already been approved, I have been given no timeline, no status update, and no proactive communication. I have repeatedly been promised a callback that never happens. My request is very simple: I expect clear information about the current status of my replacement and an estimated delivery date. It is unacceptable that I have to keep calling Customer Service only to hear the same promise of a callback without any follow-up. This level of customer service falls far below the standards I expected from Electrolux.
