Vaillant Service Cancels Without Notice, Hangs Up on Customer

Our Vaillant boiler was serviced on February 16, 2024, as part of a 10-year extended warranty and free maintenance plan. When we complained about inadequate heating, the technician recommended radiator flushing, which cost around ₺3200 upfront. We planned an appointment for today, February 29, but had not received a call by the afternoon. Vaillant typically reaches us via texts and calls from an 850 number for service. When I checked my missed calls from unknown numbers (later determined to be DemirDöküm), I realized they had called twice and then canceled the appointment due to my lack of response. Despite fast callbacks, I was informed that the technician had left the area and would not return, prompting me to file a complaint elsewhere. After receiving payment, the technician quickly canceled the call, stating I had not ordered their service. Similarly, a person at the authorized service center claimed that they would not be coming today and could cancel unilaterally, then hung up. Despite filing a complaint with the resolution center and emphasizing the urgency (I am currently abroad and dealing with my 83-year-old mother's situation), no remedy was provided. There was no timeline for the approved service's callback, leaving the matter unresolved. I received no response other than "I'll email the relevant department, and they'll get back to you." The day has passed, and Vaillant should not deal with approved services that treat clients arbitrarily, leaving an 83-year-old customer in limbo and ruining the Vaillant brand's reputation; no legitimate brand should handle its customers in this manner. I urgently need a solution.