Vestel Denied Replacing My Fridge Despite Odor Without Any Food Inside
On 24/11/2024 I bought a fridge. On 28/12/2024 I had the fridge installed in my summer house and then I put some small individuals in the freezer section, in the other cooler section I put rose hips in a jar and oil in a jar and the fridge remained in working order until February. As it was a summer house, the fridge was always empty, as I did not live there in the winter. In February, when I went to the summer house, I opened a fault report when I noticed a strong smell in the fridge. When the service came and said that the smell was like spoiled food, even though there was no food in the fridge, Vestel refused to replace it on the grounds that the smell was not caused by the product. They offered a free ozone treatment and if the smell did not disappear, they offered a free replacement. Although I did not put any food in the fridge, let alone open or even close it, I could not end my victimisation because the company characterised the fault as user induced. Although the service personnel told us not to use it because it would cause poisoning, according to Vestel, the odour in the area where no food was placed was not caused by the fridge. Service No: 8109266820 Service Fiche No: 9098777805 Record date : 04/03/2025 09:36
Dear customer, Our Solution Center teams have contacted you regarding your complaint, and your process has been thoroughly addressed. We can continue the process as shared by our Solution Center Representative. Thank you for your understanding. Vestel Customer Services
Your Solution Center told me that they decided the smell in the unused refrigerator was due to food spoilage, meaning it was not caused by the refrigerator itself. They suggested an ozone application and, if the smell does not go away, a paid replacement. If you trust the ozone application and the smell is food-related, why do you say a paid replacement if the smell does not go away, since the smell would disappear once the spoiled food is removed from the fridge? It is clear that you do not trust your product. You know that this smell will not go away with an ozone application because the smell is caused by the plastics you use. It is common sense that if the smell were due to food spoilage, it would go away once the spoiled food is removed from the fridge. Also, the smell is not from spoiled food. This decision was made because one of the service personnel said it was food-related, even though another said it was not. Do not reflect the defect of your product onto your customer. What you are doing is not customer satisfaction but rather scamming the customer. We tried to support national companies, but you are trying to scam us.
It is shameful that Vestel, a large local brand, leaves my issue unresolved due to its own product. Hopefully, one day you will learn that customer satisfaction is more important than money.
