Tchibo Provides Technical Support Without Seeing The Product...
As a long-time customer who has bought, used, and recommended Tchibo goods from the company's inception in Turkey, I am extremely dissatisfied with the service I received for my Capsule Coffee Machine. The machine's buttons were intermittent at first, but later they stopped working altogether. On May 11, 2024, I dropped off the machine for repair at the Tchibo store in Beşiktaş Akaretler. The store attendant promised me that it would be sent for service on Monday. However, on Monday, May 13, 2024, I received a call informing me that "the product cannot be repaired due to a lack of spare parts." It appears that the decision was made without first sending the product for evaluation or considering the model's specifications. This carelessness demonstrates Tchibo's lack of devotion to customer service. I demand a formal explanation for why spare parts were unavailable and customer happiness was not prioritized. Dismissing the product as disposable is unacceptable. The store attendant's frequent remark, "every product has a shelf life," raises concerns about Tchibo's ethics. My recommendation is straightforward: have a service expert evaluate the machine, make a diagnosis, communicate plainly if repair is not possible, and provide a replacement if spare parts are unavailable. I expect Tchibo to provide better service.
Dear Sir/Madam, We have spoken with our customer and provided the necessary information. Tchibo Customer Service
Tchibo has a service approach that relies solely on store communication and does not even feel the need to see the product. If you were using a local brand product today and took it to service, the service would definitely inspect it; a phrase like "shelf life" would not be an obstacle to their inspection. If there is a simple, repairable fault in the product, the service takes responsibility for it. Otherwise, it should be stated when selling the product, "the shelf life of this product is this long," and "you do not have the right to service." I demand that Tchibo comply with our country's regulations. The product will be inspected by the service; if there is an irreparable fault related to the shelf life, they will report it and return the product. This is the correct procedure. I am insistent on my request. The service should please write a report on what the fault is and why it cannot be repaired and forward it to me.
