Samsung Demands Money For A Dishwasher Under Warranty

I purchased my Samsung DW60M6052FS dishwasher in 2024 and have been using it under normal household conditions in my home in Bodrum, Muğla. Despite the product still being under warranty, it broke down during ordinary use. After inspection by the authorized service, I was informed that the display board had been exposed to water and, as a result, the main board was damaged. The service center stated that because the part was exposed to water, the issue would not be covered under warranty and demanded a repair fee of ₺10,000. As justification, they claimed that the dishwasher is located next to the sink. This explanation is completely unacceptable. Positioning a dishwasher next to the sink is standard and normal kitchen practice and does not constitute misuse. There has been no user error, external damage or improper handling of the appliance. The customer service experience has also been extremely disappointing and has caused serious inconvenience for me. For over a week, I have been trying to reach a solution through Samsung’s phone and WhatsApp support channels. The representative who opened my case said, “my shift is over, I will call you tomorrow,” but failed to call back three separate times. I have spent 3–4 hours waiting on customer service lines, yet the so‑called solution department has not provided any response at all. At this point, despite using all communication channels, I have not received any clear or written response from Samsung regarding my complaint. Requesting payment for a failure that should clearly be covered under warranty, combined with this level of customer service, is unacceptable and does not reflect the standards expected from a global brand like Samsung. I request that this failure be evaluated under warranty, that the dishwasher be repaired free of charge, and that I receive an urgent written response to my complaint. Otherwise, I will proceed with formal legal processes and consumer rights applications.