Oral-B Sent Me a Faulty Braun Toothbrush Instead of Repairing My Product
I am writing regarding an unacceptable warranty service experience involving my Oral-B Pro 790 Type 3767 electric toothbrush.
Approximately three months before the warranty expired, my toothbrush developed a fault. On January 20, 2026, I delivered it to the Ekşioğulları Elektrik Authorized Service Center in Elazığ and requested that it be inspected and repaired or replaced under the terms of the warranty.
After a service process that lasted nearly two months, I did not receive my repaired or replaced Oral-B toothbrush. Instead, I was sent a Braun electric toothbrush. Even more concerning, the replacement product was defective from the moment I opened the box and did not work at all.
I immediately informed both the warranty department and the authorized service center about the issue. However, I was told, "The product was sent by the manufacturer in this condition. There is nothing we can do." I also submitted my complaint in writing, but I have received neither a satisfactory solution nor any follow-up response.
It is the responsibility of Oral-B, the importer, and the authorized service center to ensure that a product provided under warranty is fully functional and free of defects. Instead, I submitted one faulty product and received a different-brand replacement that was also defective. Refusing to accept responsibility for this situation is unacceptable and inconsistent with basic consumer rights and warranty obligations.
In addition, I was left without a usable electric toothbrush for approximately two months while waiting for the warranty process to be completed, causing significant inconvenience.
I respectfully request that the defective Braun toothbrush sent to me be collected immediately and replaced with a brand-new, fully functional, defect-free Oral-B Pro 790 electric toothbrush.
If this issue cannot be resolved promptly, I will submit all relevant documents, including service records, shipping documents, and correspondence, to the Consumer Arbitration Committee and pursue all legal remedies available to protect my consumer rights.
I sincerely hope this matter can be resolved quickly and fairly, without the need for legal proceedings, in a manner that reflects good customer service and consumer satisfaction.