I reside in Turkey and I would like to convey my discontentment with your distributor in the country regarding a recent purchase. I purchased a Franke 325.0597.294 Tale 915W XS brand and model hood. After reaching out to the Franke authorized service and setting up an installation appointment, the company personnel made a mistake during the installation of the hood, leaving the upper part unattached.
After I brought up the matter with Franke customer service, they assured me that they would dispatch a different service team. The new service has reported multiple issues, including faulty installation, damage to the device, and incorrect drilling into the kitchen's ceramics. They recommended changing the ceramics prior to installing the new hood to prevent any unsightly holes from the previous installation, resulting in an extra cost of two thousand TL.
Franke's authorized service is refusing to take responsibility for the damage caused by their incorrect installation. They argue that since the service is no longer under their authorization, they are not obligated to compensate for the damage. It is concerning that Franke would hire a service without first examining their work.
I have several grievances regarding the service I received, which have had a negative impact on the reputation of the Franke brand. It appears that the company's service network is not dependable when it comes to supporting their products and work. My complaints will continue to be voiced worldwide until my issue is resolved. If there's no resolution, I will pursue legal action against both Franke and the authorized service.
I have included the report from the second service and videos from the first service that document the installation process at each stage.
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