Lack of After-Sales Support and Six Months of Unresolved Defective Product Issues
On January 21, 2025, I purchased a high-performance cleaning machine with 180 bar pressure (product code 5001204285) from Koçtaş’s online store, order number 1064954278, to be delivered to Karabük Safranbolu. I paid ₺3,876.10 by credit card, and the product came with a warranty. However, the gun part of the product was defective and did not work. I reported the issue to Koçtaş but was directed to the supplier company for a solution. The supplier claimed that the invoice was issued by them but that the product itself did not belong to them. After I submitted my documents, they told me that if I sent the defective part, it would be replaced with a new one. Six months after purchasing the product, on July 16, 2025, I sent the defective part. Since then, although I have received messages indicating that the matter was being handled, there has been no progress. I have been left aggrieved because Koçtaş took no responsibility after the sale and completely directed me to the supplier. As a consumer, I have been waiting for my issue to be resolved for more than six months. Therefore, I request a refund for the product, the return of my payment, and an apology.
I was called by the Koçtaş complaint department. I was told that there was no address confirmation for sending the defective part related to my complaint. If the solution to the problem was this simple, why was I made to wait for 6 months? In my opinion, the reason I was kept waiting until now is a lack of seriousness. I am also sharing the transcript of my correspondence with the supplier company and some screenshots so that the situation can be clearly seen.
I have never been able to use the product, and although months have passed since I bought it, no solution has been provided. They neither sent a new part to replace the defective product nor accepted a return. Koçtaş only sends a message every three weeks pretending to be interested, just saying 'we are dealing with your request'... Please help, do we really have to take legal action to get our rights?
