LG Refrigerator Replacement Delayed After Defective Product Delivery

I am having a serious issue with Berk Teknik, LG’s authorized service center in Izmit. On August 27, I purchased a four-door refrigerator, model GC-L24FFCNJ, with the Aevpltk code, from the LG store at Gebze Center. The product was delivered to my address by Berk Teknik on August 31. After bringing the refrigerator into my home and opening the cardboard packaging, we noticed a significant dent on the side of the unit, meaning the product was defective. I therefore had an inspection report prepared to document the condition and requested a replacement with an identical product under the applicable defective-goods procedure. During this process, I was informed that the defective refrigerator had to remain in my home until the procedure was completed.

On September 17, I learned through my own efforts, by calling LG’s customer service line at 444 6 543, that the inspection report had received a favorable outcome. Neither the technical service center nor the LG Gebze branch had informed me about this. On September 18, Berk Teknik contacted me and stated that the report had been approved, that the defective refrigerator waiting at my home would be picked up that same day, and that I was on the pickup list. Relying on this information, I did not go to work that day, took time off, and waited at home all day. However, they never arrived and did not even bother to provide an update. As a result, I called Berk Teknik myself on September 19 and received the unprofessional response that “they couldn’t make it yesterday, but they will come today,” which I found dismissive and showed little regard for the customer. They did not come on September 19 either, and once again, I received no notification.

Throughout this process, I was not asked to pay any additional fees or complete any different procedure. However, I believe I have been treated unfairly by Berk Teknik because they failed to keep their promises, failed to provide updates, and, despite my repeated request for written records, never provided me with any service form or service call/reference number. I also requested from LG that written documentation showing the date on which the inspection report was processed be sent to me by email. Despite this, I still have not received clear and consistent communication from the technical service center.

I request that the defective refrigerator be promptly replaced with an identical, brand-new unit free of defects, that the defective unit be picked up from my home, and that the entire process be communicated to me in writing, including the relevant dates and service/reference numbers. I also ask that the time I have lost and the inconvenience I have experienced be taken into consideration.