Siemens Dryer Warranty Ignored, Unfair Service Charges

I purchased a Siemens iQ500 dryer, model WQ42G20RTR/09, in August 2025. Until recently I had no problems with the product. However, a few days ago a rubbing noise started to be heard while the machine was running. We suspect that a part of a garment with a zipper may have slipped under the drum. For this reason, I called customer service and a service request was created. On 02.06.2026 the service team came, but without carrying out any detailed inspection they immediately stated that this was user error and that the device had to be taken to the service centre. The machine has only been used under normal usage conditions since the day it was purchased. The answer given by the service staff was quite surprising and unprofessional: “Put socks over the zippers.” In addition, they stated that the CRE warning shown on the device screen meant that the maintenance time had come and they demanded ₺4,500 for maintenance. However, when purchasing the product, I was informed that this model had an annual maintenance service. From my research on the internet, I learned that the CRE warning can be removed by running the maintenance program, and I was able to clear the warning myself by performing the same procedure. Despite this, I do not find it acceptable that ₺4,500 was demanded from me for this situation. The service team also demanded a service fee even though they did not perform any action on the device. When I stated that no work had been carried out and that it was not right to immediately start talking about fees, I received a dismissive response along the lines of “You can complain wherever you want”.  I chose Siemens because I trusted its corporate structure, but in the process I experienced, I observed an approach that focused more on fees than on customer satisfaction. I do not find it fair that a product that is still under warranty is so quickly declared to be outside the scope of warranty without a proper examination, and I wonder according to which objective criteria it is decided which situations are covered by the warranty. I can see that some users who have experienced the same problem have received the service free of charge, while others have been asked to pay, which creates the impression that there is no clear standard. I request that my situation be examined objectively, that the source of the noise in my dryer be identified and resolved under warranty if it is not clearly proven to be user error, and that I not be charged unfair service or maintenance fees. I also request that the attitude of the service staff who came to my address be reviewed and that I be informed in writing about which situations are and are not covered by the warranty for this model. If my grievance is not remedied, I would like to state that I will exercise all my legal rights and carry the issue to the Consumer Arbitration Committee.