Pronet Misled Me About Cancellation Fees for a Faulty Camera and Alarm System
At the beginning of 2024, I informed you that I wanted to cancel the camera and alarm system due to moving. Since I made a lump-sum payment, I was told that a penalty would be applied if I moved out. For this reason, I had to transfer the alarm and cameras to my new address. Despite the technician coming once and replacing the camera, it still did not work. I was told that a new camera version was available for ₺450 plus VAT. I mentioned that I wanted to try it. However, when I realized it was the same as the previous version that didn’t show anything in the dark, I decided to cancel it after a month. I was then told that we had signed a contract and that I would have to pay a cancellation fee of ₺24,500. At no point was I informed of such a penalty; in fact, the technician had told me to try it for two months before making a decision. The invoice sent to me is for my old address. This unprofessional approach and business model are unworthy of Pronet. I am both financially and emotionally distressed. The system, which is being extended under the pretext of home security, has not worked at all, and I have been repeatedly subjected to the frustration of explaining everything over and over again.
Hello, According to the campaign terms, it was previously communicated to you that the discounted fees applied during the campaign will be charged to you if you wish to terminate the service before the end date. Despite these conditions being clearly stated before and after installation, it has been observed that you are using misleading statements as if this information was not provided. Submitting a complaint through the Şikayetvar platform will not change the process. We remind you once again that you are responsible for paying the discounted fee, and we thank you for your understanding. Sincerely, Pronet Security Services Inc. Customer Service Department
You sold a defective product. Your camera is not working, and you are not accepting this. I have applied to the Consumer Court, and I will act according to the outcome from there.
You extended a completed agreement because we have a new version of our camera. I had already agreed to proceed if your camera demonstrated it. I was never informed about any cancellation fee. Your camera is not new and does not demonstrate. Your insistence on saying we made an agreement for a defective product that you still don't understand.
