Karaca Did Not Replace My Broken Tea Maker With an Equivalent Product
I bought the Karaca tea maker about two years ago for my dowry. I was only able to use it for about six to seven months in total, and while it was still under warranty, the buttons stopped working without any user error. I immediately contacted the authorized service through Karaca’s official app and sent the product in on July 3. However, when it was returned to me, it didn’t work at all—the buttons had become very stiff, the lights didn’t turn on, and it gave no response when plugged in. I sent it back to the service again and was left waiting for days. Eventually, I was sent a return or exchange code, but the products offered for exchange were absolutely not equivalent to the one I purchased in 2023 for ₺2,600. I discussed this with customer service several times, and they admitted I was right, opened a request, and told me I would be contacted. They also specifically told me not to approve any of the links sent to me and reassured me that the five-day deadline would not affect my rights. Despite this, I kept receiving codes daily, and finally, even though I never gave approval, I received a message saying my refund was processed and my right was taken away. I have been dealing with this issue for nearly two months and have been mistreated. I do not want a refund—I want a proper, fully functional replacement equivalent to my product. I also suffered due to the unhelpful customer representative who ignored what I said. I will pursue my rights to the end and demand that Karaca resolve my grievance by providing me with a new, defect-free product equivalent to mine.
Progress
In September 2023, I purchased the “Karaca 4 in 1 Talking Tea Maker” for approximately 2500 TL from Karaca’s official app. I experienced a contact issue with the product. While it was still under warranty, I sent the product to the service center. The product was sent back to me with the note 'repaired', but when I received it, it was completely burned out and did not work at all.
During this process, I called Karaca customer service countless times (at least 40 times) and was stalled each time with different excuses. I have been victimized because neither the product nor a refund was provided to me. Explanations were given such as my money had been transferred to a previously agreed account, that they could not retrieve it, that it would be resolved as soon as possible, or that I could add money on top and buy a new product if I wished. However, to this day, neither my product nor my refund has been delivered to me. Additionally, the product information was removed from my account, and I cannot access the order or service number. I was only given general updates via SMS such as 'product received, under review', and all other communication was through the call center.
My product has been with Karaca for months and during this time, my warranty period has also expired. I would like to specifically state that when I handed the product to the service center, there were still 2-3 months left on my warranty, and my victimization is entirely due to Karaca’s delay in the process. Currently, both my product and my money are with Karaca. I have experienced similar issues with Karaca products before, and I now want my grievance to be resolved.
My request is that the same product, which remained at the service center while my warranty was still valid, be delivered to me free of charge.
