Vestel Damaged My Washing Machine and Refuses to Replace or Fully Repair It
My 1-year-old Vestel washing machine started rusting and making loud noises. I opened a service request, and the technicians came, took the machine, and returned it saying they had fixed it. The machine’s door was intact when they took it, but it came back with scratches. When we called to report this, they replaced the door. However, when we used the machine again, water leaked from the door, and the noise was still there. After contacting them again, they replaced the door once more, but the noise persisted. We called again, and this time they said, "Let’s come and inspect it; if it doesn’t work, you are entitled to a replacement." They assured us the machine would be replaced with a new one. However, when the issue remained unresolved, I finally said, "I don’t want it anymore," to which they replied that they would open a new request and needed to take the machine to the service center for inspection. Now, they are calling about the return, saying the technician has not approved it and found the issue, and that a part needs to be replaced. They added that if I refused the repair, they would return the machine without fixing it. If the issue was so easy to identify and resolve, why wasn’t it done earlier? Why didn’t the technician inspect it properly until now? I have to ask, would the technician accept a machine like this in their own home? They took my perfectly functional machine, damaged it, and returned it, essentially saying, "Take it or leave it." I no longer want the machine, and despite saying this multiple times, they keep telling me, "This is all we can do." If you could recommend someone who can genuinely help me resolve this, I would greatly appreciate it.
Dear Customer, Thank you for sharing your valuable feedback and suggestions with us. Our Customer Relations Officer will contact you as soon as possible regarding your notification. Did you know that you can access self‑service solutions for resolving your issue at Vestel? We would like to remind you of all our communication channels that are available 24/7. For suggestions, requests, and complaints, you can always write to us on our WhatsApp line, send an email, or consult with Vestel Assistant on our website. Solutions to your complaints are also available through all our other channels at Vestel. Vestel Customer Services General Directorate
Of course, I know, but in the dialogues I had with them, they first gave the right to exchange, then they told us to send the machine to the service so that the service could issue a report for the exchange. Then they called again and said, unfortunately, our technician did not approve the exchange. Those who brought the machine with the broken lid didn't care at all; they just said it has a warranty, we'll replace it, and left. Is it that easy? If I broke it, it wouldn't be covered by the warranty, but when they break it, they dismiss it by saying I can't refuse it because it broke that way. I wasn't there that day; they tricked my mother and left it like that, so neither the service nor customer service dealt with it properly. This is a crime, my friend. If I did it, it would be out of warranty, and they haven't even fixed the issue despite us telling them multiple times. It was only when I firmly said I don't want the machine that the issue was resolved, somehow. If your technician is so knowledgeable, why didn't they fix it when it was mentioned multiple times? I don't want the machine, and I will do whatever I can, just so you know. Good luck with your work...
