Franke Suggests 98 Days Of Long Waiting For A Delivery Of A Part
I own a Franke Tale 915 W MB hood and I have been unable to use it since 22 July 2026. Due to an electrical problem in the house, the hood stopped working. The authorised technical service came the next day, examined the product and informed me that the mainboard was damaged and had to be replaced. They also stated in a printed service report that this damage is not covered by the warranty. Since I had no other realistic option than replacing the hood completely, I accepted the paid repair. I made an initial down payment of 2,500 TL and was informed that the total cost would be 8,500 TL. The service told me that they ordered the mainboard on 24 July 2026 and that the delivery might take 6 to 8 weeks. They also added that even after the mainboard is replaced, if the hood still does not work, other parts might need to be checked and charged separately. On 10 September 2026, I contacted the technical service again to ask about the status of the mainboard. They told me that the part had still not arrived and that the system now showed an estimated delivery date of 30 October 2026. I asked them to re-check, and they confirmed the same date. In practice, this means that a single mainboard is expected to arrive after 98 days. I find such a long waiting period unacceptable and a very poor level of service, especially considering that the hood will remain unusable for at least 98 days and I have already made a down payment. I request that the mainboard for my Franke Tale 915 W MB hood be shipped and delivered to the service as soon as possible so that the repair can be completed without any further delay. I also kindly ask Franke to review this process, provide a clear and reliable delivery date for the part, and offer an appropriate gesture or compensation for the long period during which I have been unable to use the product despite having paid for the repair.
Frank officials contacted me in response to my complaint and explained the procurement process. I reiterated that this procurement process prolonged the customer's inconvenience. They explained that they would obtain the part by contacting authorized service centers that might have already stocked the part. Thank goodness they succeeded, so we didn't have to wait until October 30. I thank them for their attention, but I wish this procedure had been carried out during my application 8-9 weeks ago so I wouldn't have been kept waiting this long. I also thank the Şikayetvar team for providing us with such a platform.
Franke representatives contacted me regarding my complaint and explained the supply process. I reiterated that this process was prolonging the inconvenience I was experiencing as a customer. They explained that they would source the part by contacting authorized service centers that might already have it in stock. Fortunately, they succeeded, so we did not have to wait until October 30th. I appreciate their attention to the matter, though I wish this step had been taken when I first submitted my request 8–9 weeks ago, sparing me such a long wait. I also thank the Şikayetvar/Xolvie team for providing us with such a platform.
