Realme Refuses to Comply With Consumer Arbitration Ruling for Device Replacement
I purchased a Realme 11 Pro+ 5G phone from MediaMarkt on 21.01.2024. After purchase, the device began to experience random restart issues, seriously affecting my ability to use the phone. Due to this ongoing problem, I took the phone to authorized service eight different times, but despite all these attempts, the fault could not be resolved and the issue continued. Because the problem was not fixed through service, I applied to the consumer arbitration committee. After examining the case, the committee ruled in my favor and decided that my defective phone should be replaced with a new one. The decision number of the consumer arbitration committee is 057020260001572. However, despite this clear ruling, Realme is refusing to comply and has not provided the replacement device ordered in the decision. Realme communicated this refusal to me via WhatsApp message, and in practice they are not fulfilling the obligation imposed by the consumer arbitration committee’s decision dated 29.04.2026. The issue is therefore not about the existence of the problem anymore, but about the brand’s refusal to implement a binding consumer decision. I request that Realme immediately comply with the consumer arbitration committee ruling numbered 057020260001572 and provide a new replacement device as decided.
Dear Customer, We are happy to assist you with any matters you may need regarding our products and services. We would like to inform you that we will review the experience you have had, work on finding a solution, and keep you informed. You can submit any information, suggestions, or requests regarding our products and services through the "Contact Realme Support" section. Sincerely, Realme Turkey
Even if I had an enemy, they wouldn't do me these evils, but Realme did, and they keep doing it. About a year later, I think they started responding to complaints here just to save face. On one hand they stall you with flowery words, and on the other they cause you to have a nervous breakdown. In eight months, for the same defect, the device that went to service 7-8 times under warranty had its request for replacement or refund repeatedly denied. I waited 2-3 months for the Consumer Arbitration Board, the decision was in my favor, and I thought they would finally have to accept my request for a replacement or refund, but Realme Turkey dropped the real bomb: they refused to comply with the Consumer Arbitration Board's decision because they didn't file a defense :) At first I thought it was a joke, but it wasn't. Using the fact that they didn't submit a defense as an excuse, my request was denied again :) They really exploit every legal loophole to ruin the consumer. Can you look at what this huge company does for a phone that costs next to nothing? If consumer rights protection in our country were taken seriously, they couldn't behave so recklessly. Who will compensate for the time, money, and effort I lost in the meantime? Now I'm being told to go pick up the phone from the service center I left it at, and then apply to the enforcement office at the courthouse. Where do they get this comfort and courage, do you think?
Realme Turkey not only refuses to comply with the Consumer Arbitration Board's decision, but also continues to mock me. They keep sending messages like "Your case is still being reviewed, give us your number so we can call you" etc. I have already called them countless times, I even gave them my number, and of course no one calls or asks anything. Now go again to the KVK service (I don’t know why a device replacement request is done through the KVK service), then go to the court, the enforcement office, write a petition. Dealing with these things in Istanbul is a whole different hassle, I think they follow this customer policy because they know that. If consumer protection were taken seriously by the administration in our country, they wouldn’t be able to behave like this, of course. It’s disgraceful for such a huge company to do this over a cheap phone. By the way, there are also people saying that Realme’s Chinese headquarters is involved in the process, and that the final approval authority for device replacement and refund requests is there.
