Samsung Sent A Broken Machine And They Won't Take Any Responsibility

On November 27, 2023, we ordered a washing machine with order number 8031494837 from Mega Technology via Trendyol. It arrived a week later, and then on Monday, they came for installation. We used it twice after the setup, and even though we only put a few pieces of clothing in it, the drum fell. We did not buy it at a cheap price, and when we wanted to return it, we were told that we could not return it because we had used it. They said that an authorized service should come and that we could return it after receiving a return document. The authorized service came, put in two towels, and started the machine, which began making loud noises. The authorized service person dismissively said that the situation was normal. However, we bought the machine because it was supposed to operate quietly. Later, when we complained, Samsung called me for four consecutive days, saying there was no fault with the machine, but the video I sent clearly shows how noisy and defective the machine is. Ms. Pelin, who called me, kept saying that our objection was rejected and that she would call us again if there were any developments, constantly postponing and repeating the same thing each time. In our last conversation, I stated that I wanted to speak with the authorized service, and she said she would convey my request, but no one called again, so we have no one to address our issue. Additionally, the defective machine is causing unrest in the family, leading to arguments between my mother and father. Samsung has worn us out not only financially but also emotionally. My father, who is a construction worker, is still paying the installments for this defective machine. According to Articles 10 and 11 of the Consumer Protection Law, we are in the right because the machine, which is supposed to operate quietly, is making loud clanking noises as if the drum has fallen. I also requested from the Samsung call center that the authorized service come again to inspect, but they said the machine was not defective and that they would charge us if they came. When I look at the law, it is clear that the seller is at fault in this situation, but they have no qualms about victimizing us. They did not even offer to replace the machine and made us out to be liars.

Consumer Protection Law - Article 10 (Burden of Proof) Defects that arise within six months from the date of delivery are presumed to have existed at the time of delivery. In this case, it is up to the seller to prove that the goods were not defective. This presumption does not apply if it is incompatible with the nature of the goods or the defect.

My father also shared the video of the machine on social media to raise awareness.