Electrolux Washing Machine Fault Leaves Family Waiting Weeks for Repair

Approximately 8 months ago, we purchased an Electrolux washing machine from the Media Markt store located in Mersin Forum AVM, paying a total of ₺52,848.00 including a 1+3 year insurance. We are a family with two small children, aged 8 and 1.5, and as can be expected, our laundry needs are quite high. We used the machine for about 8 months. After a while, the machine stopped completing the selected program and started leaving the laundry wet. The authorized service came, stated that there was a problem with the pump and that they would order the spare part. Due to this malfunction, we have not been able to use the machine for about 20 days. In our call with the service yesterday, we learned that the pump part would come from abroad and we could not get a clear answer on how long this would take. During this time, we have to take our laundry to our relatives’ houses to wash it. The service did not offer us any alternative solution and only told us that we had to wait. In the call we made with the customer communication center today, they stated that they could not even see a part order in their system. In other words, both the spare part supply process is uncertain and we are not given regular, clear and transparent information about this process. If we do not call, they do not even show the courtesy of calling us to inform us about the progress. Considering the high amount we paid and the fact that the product has been used for a relatively short period, this situation is causing us serious victimization. For all these reasons, we request that the Electrolux washing machine and the insurance amount we have paid be evaluated together, that the product be taken back and that the total amount we have paid be fully refunded to us.