Karaca Refuses To Honor 10-Year Warranty Based On Franchise Excuse
I am writing to express my deep disappointment regarding the warranty service I received from Karaca. In 2020, I purchased a “Karaca Bio Diamond Pro 7-Piece Cookware Set” with a 10-year warranty from the Tamev Store (Kervan Halı ve Çeyiz Tic. Ltd. Şti.) located in Kağıthane, Istanbul. Due to defects that appeared on the product, I sent the set to the authorized service on 29.01.2026 under Service Tracking No: SRV-1176957-R8V9S B040. The authorized service confirmed that the product was covered by the warranty and that it could not be repaired. Despite this clear finding, Karaca is refusing to fulfill its legal and contractual obligations. The company claims that the store where I originally purchased the product is now an independent franchise and no longer an official Karaca dealer, and they are using this as an excuse to avoid providing a replacement. They insist that the store is responsible for the process and that Karaca can only offer a refund based on the 2020 invoice amount of ₺1,195. In practice, the customer representative’s stance was “take the old price or get nothing,” completely disregarding my legal right to a product replacement. Given the current economic conditions and high inflation, the 2020 invoice amount is now insignificant and does not even cover the cost of a single piece of the cookware set. According to Consumer Protection Law No. 6502, I have the right to demand replacement of the defective product with a non-defective equivalent. Karaca is ignoring this right and attempting to close the case with an outdated and unfair refund offer. A 10-year warranty is a clear promise made to the consumer at the time of sale, and attempting to avoid this responsibility by citing internal franchise or dealership status changes is, in my view, both unacceptable and legally baseless. I therefore request that my cookware set be immediately replaced with the same model or, if that is no longer available, with a current equivalent cookware set that reflects today’s market conditions. I do not accept a refund that does not correspond to the current value of the product. I have already filed a formal complaint with the Consumer Arbitration Committee and will continue to share this unfair treatment on all appropriate platforms until a fair and lawful solution is provided.
As Karaca Züccaciye, I appreciate that my issue was resolved with the equivalent product you provided under the 10-year warranty, and I value the interest and support you showed throughout the process. Thank you.
Karaca responded to my complaint. After a three-month process, instead of refunding the original invoice amount, it was decided under the ten-year warranty that my product would be replaced with an equivalent one. The new cookware set I selected has arrived. Although the process took a long time, I would like to thank Karaca for resolving my grievance. I also thank this platform for helping make this solution possible.
