Philips Refused to Cover My Rusting Air Fryer Under Warranty Without Explanation

Hamdi

Why is the Philips Air Frayer not covered by the warranty? Due to the rusting that started on the metal part of the product, I delivered it to the Kadıköy dealer on 23.03.2025 with the guidance of philips customer service. 1 month later, on 21.04.2025, I was informed that it was not covered by the warranty. When I asked why it wasn't covered by the warranty, they said it was user error. When I ask what the user error is, Kadıköy authorized service and philips product manager Mr. A*** cannot answer in this regard. I want a document and I say I will apply to the consumer court, they cannot give me a document as to why it was rejected. They wrote the same complaint as me in the rejection section (because the customer wants the rusty metal to be replaced), they say you can apply to the court with it. I ask if the court would like to see what the customer usage error is, there is no answer . In the document, they entered the date of service as a date that is not real and is not covered by the warranty of the product.It has been 1.5 months since I serviced the product, and I still have not received any results. I need support in doing what is necessary.

Progress

May 30, 2025 4:31 pm

Why was my Philips Air Fryer not covered under warranty? Due to rust starting on the metal part of the product, I delivered the product to the Kadıköy dealer on 23.03.2025 as directed by Philips customer service. One month later, on 21.04.2025, I was informed that it was not covered under warranty. When I asked why it was not covered, they said it was due to user error. When I asked what the user error was, neither the authorized service in Kadıköy nor Mr. A****, the Philips product manager, could answer. I said I want a document because I will apply to the Consumer Court, but they cannot give me a document stating the reason for the rejection. They wrote exactly my complaint in the rejection section (customer wants the rusty metal to be replaced), and said I could apply to court with this. I ask, wouldn’t the court want to see what the user error is, but there is no answer. Also, in the document they gave, they entered the delivery date to the service as a date outside the warranty period. However, the product was delivered to the service on a date within the warranty period. I said correct this and give it to me. It has been a week and they still have not corrected it. It has been 45 days since I gave the product to the service and I still have not received a result. I need support for the necessary action to be taken. Today is 30/05/2025 and I am still waiting for a solution.

Philips Household Products

Hello Mr. Hamdi, Thank you very much for sharing your experience with us. We would like to state that we have thoroughly addressed the issue you mentioned. We will call you as soon as possible to provide the necessary information. Thank you for your interest and understanding. Best regards, Philips Home Appliances

Philips Household Products

Hello Ms./Mr. XX, The results of our detailed investigation regarding the issue you shared have been communicated to you verbally. Thank you for your patience and understanding during this process. If you have any questions or additional requests, please do not hesitate to contact us. Best regards, Philips Home Appliances

Hamdi

My problem still hasn’t been resolved. I have nothing to say until I see how the process develops and what the outcome is. The representative who called me didn’t offer any solution; instead, they introduced a new so-called user error. I requested that this be documented and sent to me in writing, but they couldn’t provide anything convincing.

Hamdi

I am still waiting for a response from your Elsu Kadıköy service regarding the issue. Philips is truly a disappointment. I did not expect such a lack of professionalism. I want the solution to be finalized urgently.

Hamdi

My problem still continues. On May 12, 2025, I visited the Kadıköy service center, and the date on the document still hasn't been changed. They were waiting for news from Mr. Alkan, the Philips representative. In fact, when I was there, they happened to be speaking with Mr. Alkan on the phone and asked him, and he said he would inform me. I am waiting for news.

Hamdi

Result: After my long efforts, they tried to exclude it from warranty coverage with a lot of false excuses (for example: you cleaned it with detergent, that's why it rusted; this is oil burn, and these conclusions were reached without even handling the product, because Elsu sends photos and they try to find the source of the problem from the photos). As a result of my justified arguments, they replaced the truly rusted part of the product and delivered it to me. All this effort was unnecessary for both me and them. Unfortunately, the fact that employees, who are considered more successful the less they replace products, are complicit in this is one of the main problems between consumers and manufacturers. Philips, a true global giant, really surprised me in terms of service. Despite all that happened, I would like to thank the employees who supported me in this matter with good intentions.