Karaca Sent Back My Coffee Machine Scratched and Broken

I bought two coffee machines from Karaca, and one of them broke down just a month later. I personally took the machine to the nearest service center in Rize. However, the Rize service team said they couldn’t repair it and needed to send it to the main service center, which we agreed to. A month later, the machine was returned to us, but it was covered in scratches and scuff marks, and the water tank was broken. I contacted customer service, sent them photos, and clearly explained that the broken piece was separate and that they were already aware of the issue. Despite explaining the situation multiple times, they kept insisting that I send the entire machine back via cargo. I had already been inconvenienced for a month, and since the damage occurred during the return shipment they arranged, I found it unreasonable to send the whole machine again. I simply asked for the broken water tank to be sent. I explained this via WhatsApp as well, repeatedly, but it was no use. They kept repeating the same line—“we’re giving you a shipping code, send the machine”—and offered no other solution. Instead of sending a simple water tank, they dragged me into the same frustrating process and left me completely unsupported. I’m very dissatisfied with how Karaca handled the situation. People should be aware that this brand offers poor service, and even the simplest issues require shipping products to the main center, which takes at least a month.