Oral-B iO Toothbrush Failed in Less Than a Year

I am writing regarding my Oral-B iO Series electric toothbrush, which I purchased through Hepsiburada and which became defective before it had even been in use for one year.

The problems started when the toothbrush, which originally had three brushing modes, suddenly dropped to only one mode. Shortly afterward, it began switching itself off while in use, and eventually it stopped working completely. It no longer powers on at all.

After contacting your customer service to ask how the issue should be handled, I was instructed to submit the product to an authorized service center for inspection. However, in a city the size of Istanbul, there is only one authorized service center, located in Avcılar. As a result, I had no choice but to send the toothbrush by courier.

It has now been approximately 15 days, and I have not received any update regarding my case. When I contacted the service center, I was told in an unhelpful and discourteous manner that I simply had to wait for the 21-business-day legal service period to expire.

I do not believe it is reasonable for the inspection of a daily-use product with such an obvious fault to take nearly a month. The toothbrush clearly does not turn on, yet I have been left waiting without any meaningful information about the progress of the inspection or when I can expect a resolution. During this time, I have been unable to use a product for which I paid, and the slow and unsatisfactory after-sales service has been extremely disappointing.

I respectfully request that my defective Oral-B iO Series toothbrush be replaced with a new unit as soon as possible and that the inspection process be completed without unnecessary delay.

I also request clear written information regarding the status of my case, the reason for the prolonged processing time, and the steps being taken to resolve my complaint. I hope Oral-B will address this matter promptly and provide a customer-focused solution that fairly resolves the inconvenience I have experienced.