Siemens iQ500 Dryer Paid Maintenance Declared Invalid After One Year

In 2024, we purchased a Siemens iQ500 dryer, and during the installation in Istanbul, the authorized service team persistently stated that maintenance had to be done once the first year was completed and tried to have us approve a maintenance service package. We made the payment at that time, and both the service staff and Siemens customer service confirmed that the payment was recorded in the system and that our maintenance request was approved. We also have documentation regarding this payment and transaction. However, when we requested the maintenance service one year later, we were told that this maintenance contract was invalid because it had not been used within one year, and that the payment we had made was no longer valid. At no stage, either during installation or afterwards, were we informed that this maintenance service would expire if it was not used within one year, that the period would lapse, or that we would need to pay again. As customers who purchased all of our white goods from Siemens, it is deeply disappointing not to receive any service in return for a service we have already paid for and, moreover, to have been improperly informed. Although we explained the situation to your customer service in detail, no solution was offered; we were only told that the period had expired and that we would need to make a new payment. I request that the maintenance service we previously paid for be carried out free of charge in line with the commitments and confirmations given at the time of installation. I also expect this process to be urgently reviewed and my grievance to be resolved, as causing such a loss to the customer without clear and prior information does not befit a brand like Siemens.