Hoover Dryer Fault And Service Regret
My Hoover Dryer broke down just 7 months after purchase. I contacted customer services on 11.12.2023 and initiated a fault/service record. Today is 04.01.2024, and my machine remains unrepaired, unreplaced, and undelivered. Adding to the frustration, customer service neither calls me nor provides any information, neglecting to inquire about my satisfaction with the service received. In short, Hoover Brand officials display indifference to customer satisfaction and experience. When I called and inquired about the situation, I received responses like, "You are right, sir, we are reporting the situation to the headquarters, sir, etc." It feels like I'm being brushed off with words. This experience makes me certain that it will be the first and last Hoover brand product I purchase for my home. The last thing I expected was to encounter problems with the brand's service and experience. I deeply regret my choice.
Dear Customer, We would like to extend our thanks for informing us about our products and services. Your complaint has reached us. We will contact you as soon as possible. We kindly ask you to continue sharing your thoughts about our company's products and services so that we can provide you with better service. You can get support from our Customer Services every day of the week between 08:00 - 20:00. Sincerely, Hoover Consumer Line
The product I purchased from the Hepsiburada shopping platform on 12.05.2023, a Hoover Ndpeh 9A3TCBEXMSS 9 kg Wi-Fi + Bluetooth Connected Heat Pump Dryer, was delivered on 20.05.2023 and has malfunctioned. On 11.12.2023, I called the call center at 0850 811 12 90 to report the malfunction. When the service personnel came to inspect the product a few days later, they said it could not be repaired on-site and took it to their workshop. To this day (11.01.2024), the product has not been returned to me. As specified in the warranty conditions and clearly stated in the relevant provisions of Law No. 6502, if the consumer exercises their right to free repair, the product must be: - Repaired within the warranty period, - Not exceeding the maximum time required for repair, - Determined by a report from the authorized service station, seller, manufacturer, or importer that the repair is not possible. In such cases, the consumer may request a refund, a reduction in the price proportional to the defect, or, if possible, a replacement with a non-defective product from the seller. The seller cannot refuse the consumer's request. If the request is not fulfilled, the seller, manufacturer, and importer are jointly liable. The warranty period for a replaced product during the warranty application is limited to the remaining warranty period of the purchased product. The repair period for the product cannot exceed 20 (twenty) business days. This period starts from the date the malfunction is reported to the authorized service station or seller within the warranty period, or from the date the product is delivered to the authorized service station outside the warranty period. If the malfunction cannot be resolved within 10 (ten) business days, the manufacturer or importer must allocate another product with similar features for the consumer's use until the repair is completed. If the product malfunctions within the warranty period, the time spent in repair is added to the warranty period. Malfunctions resulting from usage contrary to the instructions in the user manual are not covered by the warranty. According to these provisions, I request the replacement of my product with a new one due to the repair time exceeding the maximum period within the warranty period.
