TP-Link Türkiye Refused to Replace My Faulty Tapo RV30 Plus Robot Vacuum
My Tapo RV30 Plus robot vacuum started malfunctioning by overlapping the maps and failing to return to its charging dock. I sent the device to the dealer (TP-Link Bilgi Teknolojileri Türkiye) for repair, and after a few days, it was returned to me with no improvement. I contacted them again and sent it back for a second repair, but once again, the problem persisted. On the first cleaning job after its return, the map overlapped, and the vacuum still couldn't find the charger. I’ve been unable to use the vacuum for the last 3 months. According to Turkish consumer law, the company should replace the device with a new one, but instead, TP-Link Türkiye offered a refund based on the original purchase price, which seems fair at first. However, due to inflation, I paid ₺12.000, while the current price is ₺17.000. To replace the vacuum, I would have to pay an additional ₺5.000, which is unacceptable. TP-Link Türkiye’s refusal to follow local legislation is frustrating, and I will be filing a claim in the consumer court. The most disappointing part is that I have been a loyal TP-Link customer with 15 smart Tapo/TP-Link devices in my home. It’s unfortunate to see that TP-Link Türkiye has let down such a loyal customer and turned me into a negative brand ambassador. Well done, TP-Link Türkiye!
Hello, Dear customer, our support team has contacted you. For any issues in the future, you can get support. Best regards, TP-Link Turkey
I was contacted again by TP-Link by phone. I was kindly and sincerely informed that a direct replacement could not be made because they did not have the device in stock. It was conveyed that a refund could only be made based on the invoice amount. Frankly, they managed the entire process so quickly, professionally, and well that even though the direct replacement solution I wanted was not possible, they restored my trust in the brand. I am sending the device back with regret. However, I thank them again for their professional approach.
From what I can see, there is a team that manages the process very well and responds very quickly, even when the customer's request is impossible and the customer is persistent and insistent in their follow-up. Honestly, this satisfied me more than the result itself. It restored my confidence in the TP-Link brand. Thank you for this approach.
TP-Link Türkiye reached out to me and explained the situation, stating that due to availability constraints, they are unable to replace the device with a new one, and an additional payment is not possible as I had initially expected. As a result, I accepted a refund for the invoice amount. I was genuinely impressed with the professionalism of their complaint management team. Despite my demanding and persistent approach, the staff remained prompt, professional, and supportive throughout the process. This experience has restored my trust in the brand. Thank you for this approach, which, in many cases, is even more important than the final outcome.
