About a month ago, I purchased a Vestel 50Q9900 television model intending to choose an IPS panel for better viewing from above. To verify this, I queried Vestel about the panel type using the serial number, and I was assured it was an "IPS" panel. I confirmed this multiple times before installation. However, upon setting up the TV, I discovered it actually had a "VA" panel. Initially, I was informed that having a "VA" panel instead of "IPS" might pose a problem. After the service confirmed through video recordings that the panel was indeed "VA," nearly a month had passed. Today, I had a very unusual conversation where I was informed that while they could exchange the product, they couldn't guarantee the replacement would be an IPS panel. Alternatively, they suggested a return. I spent considerable time researching and selecting this TV, specifically needing an IPS panel due to the layout of my room. The solutions offered now do not adequately address my frustration. Personally, I find it absurd for a brand like "Vestel" to state, "We can exchange it, but we cannot guarantee if the replacement will be IPS." If desired, I'm confident that a model with an IPS panel could be sent. Despite my efforts to communicate effectively, I'm compelled to write here due to the issues faced. I've attached the relevant video and request resolution of my grievance.
Dear Valued Customer, Thank you for sharing your valuable opinions and suggestions with us. Our Customer Relations Representative will contact you as soon as possible regarding your notification. We would like to remind you that our communication channels are open 24/7. The resolution of your complaints is also available through all our other channels at Vestel. With Vestel, IT CAN HAPPEN, Why NOT?
After writing to Şikayetvar, I was contacted again. I was informed that my product would be replaced with an "IPS" panel by checking the televisions at authorized dealers, but due to the holiday, this process would take place on Monday. Today, on 24.06.2024, I was contacted again. "Because of the cell, we cannot understand whether the product to be sent is an "IPS" or "VA" panel. Therefore, we cannot proceed with the replacement." Although I was somehow able to learn that my product has a "BOE" panel and is a "VA" panel, it does not seem right or logical to me that "Vestel Factory" would not know whether the products they sell are "VA" or "IPS". I feel deceived. I had purchased the product during a campaign. Now, they said, "We can replace it, but we do not know which panel will come. You need to sign that you accept the product. Or we can process your return." Of course, by now, the campaigns have long ended. I had bought it because I was told the technical support of the "Vestel" brand was very good. However, the first conclusion I have reached is that they deceived and stalled me by selling the product without even knowing which panel it has. This is a very bad situation for the "Vestel" brand. Secondly, it shows that it is even worse that "Vestel Factory" or the "Vestel" brand sells products without knowing the details of what they are selling, which is trust-breaking. After this process, as someone who has learned and experienced that the information from the brand itself may not be accurate and that my grievances may not be resolved after purchasing, the best advice I can give is to inform others that the information from the brand itself may not be accurate and that your grievances may not be resolved after purchasing.
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