I Faced Repeated Cooling and Physical Damage Issues with Vestel Puzzle Refrigerator

I purchased a Vestel Puzzle model refrigerator back in August 2015, and it has been experiencing the same recurring malfunction from the very first day. During the initial service visit, the issue was diagnosed as a sensor failure and the part was replaced. However, the refrigerator failed again immediately after it was returned. This time, they claimed the mainboard (brain) needed to be replaced.

In June 2025, the same issue recurred once again. This time, the authorized service center in Ankara—Vasfi Elektronik—claimed it was a compressor failure and took the appliance to their service facility. Prior to this, only the lower left compartment had cooling issues, while the rest of the unit functioned properly.

After returning from service, the refrigerator exhibited visible physical damage. The front left door was bent, the side and rear panels were deformed, the doors were rubbing against each other, and the lower left door would not close properly. I immediately informed the delivery personnel, who promised to relay the issue to the service center.

Later that day, after plugging the refrigerator back in, the exact same malfunction occurred once more. In addition, the unit started making loud noises and leaking oil from the back. I contacted customer support again and requested a new service visit.

Due to these repeated mechanical failures and now physical damage, I reached out to Zorlu Holding. I requested that the refrigerator be replaced entirely, even offering to pay half the cost of a new Vestel Puzzle model. However, I was soon contacted by a company representative who attempted to discourage me from pursuing a product replacement.

The refrigerator was sent to service once again, and this time they claimed there was a nitrogen leak. Based on this, they offered to replace it with a different model (Vestel NFK72022 ex Gı Pro Wi-Fi) for ₺28,925. This issue should have been identified during the first service visit, especially with a proper nitrogen pressure test.

Additionally, no explanation was given for the damage caused during transportation.

I strongly believe this refrigerator qualifies as a defective product under consumer protection laws. I request that the replacement be offered free of charge or at a fairer price, and that my grievance be addressed without delay.