I purchased an Honor 90 brand and model mobile phone from Hepsiburada. Due to a hardware issue, I submitted it to the authorized KVK service in Izmir. After 20 business days, they still claim to be waiting for a part, rudely expressing this to me. Honor customer service apologized and promised a resolution by next week, but even after 20 additional days, they haven’t kept their word. I reminded them that they’ve exceeded the legal time frame and requested a new device, but they’re not responding. The seller suggests that the service should confirm their inability to procure the part so that I can get a replacement, but the service insists they won’t issue such a report; instead, they say the manufacturer should provide it. Customer service claims they’ve forwarded the issue, but all parties seem to be evading responsibility despite knowingly violating the legal time limit. They shamelessly state that the 20 days are my repair time, not procurement. Avoid buying devices from such a brand, and don’t entrust your device to this KVK service. I submitted the device on August 23, and today, October 4, there’s still no response.
They said the device would be ready in over 40 days, so I went to the authorized service center. However, the so-called authorized person, who had nothing to do with the place he worked at, said there was no system today and to come back another day. I told them I was coming from a different city and couldn't come back again, and that they had told me it was ready. Half an hour later, they still said there was no system and they didn't know the form number. I said I had it, told them, and this time they couldn't find the device for 40 minutes even though I was the only customer. I got the phone, but they hadn't glued the back cover. I asked what would happen if dust or liquid got in, and again there was no answer. I left cursing and later reported the situation to customer service, but they were indifferent as well. I will never buy a device from this brand or one serviced by this authorized center again. If I had given it to a local shop, it would have been done in a day for 500 lira.
