On April 18, 2025, I purchased a Flavel upright vacuum cleaner, which is serviced by Arçelik. While the vacuum performs very well on tile and parquet floors, it completely fails on carpets. As soon as I try to vacuum a carpet, the machine sticks to the surface and cannot move.
I reported the issue to the Arçelik authorized service and call center. The authorized service team even visited my home and witnessed the problem firsthand. They told me that I should not request a return or replacement because any new Flavel vacuum would have the same issue. They took the vacuum cleaner back with them.
The next day, a representative from the Arçelik service center called and admitted that there was no adjustment to solve this problem but also claimed that the vacuum was not defective. They stated that since I didn’t buy the product from an Arçelik or Beko store, they wouldn’t process a return as easily, although they would try to submit a request anyway—an excuse that makes no sense.
I reminded them that as a consumer, I have a 30-day unconditional return right. Later, I contacted customer service again and explained that I genuinely want to use the vacuum, but I cannot because it simply doesn’t work on carpets. Even the technician who came to my house couldn’t vacuum the carpet properly.
I request that either a properly functioning vacuum, capable of working on carpets, be sent to me, or that my payment be refunded in full. I hope they are not intentionally delaying the process to let the 30-day return window expire. Please address this issue promptly and restore my trust in your service.
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