Resolved

Vestel Fridge Fiasco and Customer Service Frustration

Serdar

Vestel

111

Serdar's Thank You Message

“Thank you for solving our problem and ending our grievance, even if it took a long time.”

We purchased all our household appliances, including a refrigerator, washing machine, dryer, dishwasher, television, multifunctional cooker, and air conditioner, from the brand as shown in the attached photos. Since our existing appliances were over 10 years old, we decided to replace them with new ones. Our current problem lies with the refrigerator; the other products are currently fine, but if any issues arise, I'll share the details. And so, the saga begins. Our refrigerator broke down. The service came, declared a leak, and took it away. You may have heard complaints about Vestel, where leaks are always blamed on the body. Here, it's the same old story—always leaking from the body. They replaced the product with a different one. But the replacement fridge wasn't cooling adequately from its initial setup. We called the service, and the technician said there was no issue with the fridge and left. 1-2 months later, the fridge stopped cooling altogether. When we called the service again, they noticed that the inside of the fridge was warmer than the outside and said we needed to take it back because as soon as you open the door, your fridge stops cooling. The fridge, fresh out of the box, went back to the service. They returned it after 3-4 days, but after a week or 10 days, it stopped cooling again. We've had nerve-wracking moments trying to explain our issue and find a solution through Vestel's customer service line. Spoiled food and fruits in the fridge are our struggles. The problem is, the freezer works perfectly fine, but the upper part doesn't cool enough. Even at 2 degrees, we can give our 7-year-old fruit juice from the fridge without warming it. Now you can imagine the rest. In short, none of this brand's products are as high-quality as advertised, and their customer service lines don't solve problems. It's all just disappointment. Don't waste your money, especially during these times. We wanted to change the service. Despite expressing dissatisfaction with this service, we were told there were no other options. They offered to redirect this service to us again. Despite stating our dissatisfaction with this service, they said they couldn't help us differently. Despite the warranty still being valid in Kadıköy, we can't get service from a different provider. Vestel is a letdown. And our fridge is still broken...

Vestel

Hello, We have received your complaint. We will contact you as soon as possible to resolve it. Did you know that you can access self-service solutions on our website cozumuvar.vestel.com.tr to solve your issue with Vestel? If you would like to check, we are leaving our link here: https://cozumuvar.vestel.com.tr/ We would like to remind you of all our communication channels that are open 24/7. For suggestions, requests, and complaints, you can always write to us via WhatsApp and Telegram at 0 850 222 4 123. You can send an email to [email protected]. You can chat live with our customer representatives through the chat screen on www.vestel.com.tr. You can also call 0 850 222 4 123 to meet our Communication Center customer representatives who provide friendly service. The resolution of your complaints is also available through all our other channels at Vestel. With Vestel, it CAN happen, Why NOT?

Serdar

We continue our story with the slogan "Why should it be with Vestel if it didn't work out." They wrote a response here saying they are interested in the story, etc., but no one called, emailed, came, or went. So, we were left with what we wrote here. Gradually, I will share the problems we experienced with other products as well. Please think not twice but ten times before buying Vestel. It looks like a high-quality product with a polished exterior, but in fact, they sell problematic products of the lowest quality. Vestel is regret. You are literally humiliated with your money. They also do everything to extend the warranty period. Vestel is regret.

Serdar

Sure, here is the translated text: Yes, after a short break, let's continue from where we left off in sharing our experience. After writing here and on the English page, the Vestel team responsible for Şikayetvar responded. Now we begin; When they called, we requested that the regional service, not the service responsible for Kadıköy, come, and we were told, "I will ask them to come on your behalf." In other words, they would have to be asked to come for a service that is their duty and responsibility. Moving past this, when we were called again, we received a call that the general regional service would come. But the same Kadıköy service came again. They finally discovered that the refrigerator was faulty. However, it had been 2 years since it was understood that the refrigerator had a problem. They said it would be replaced. When we were called again and asked why someone from the general regional service didn't come for the replacement but the same service did, we were told that the general regional service serves VIP customers. We asked for the definition of a VIP customer. To receive better service or at least to receive service, we said, "Let's do whatever it takes to become VIP customers." The explanation was as follows: examples were given of members of parliament and high-level executives working at Zorlu. This implies that Vestel categorizes and classifies its customers. Alright, so far so good. Now I will explain the service provided by the same service with videos and visuals. When they came for the refrigerator replacement, the technicians opened the box (packaging) inside the apartment's inner door and damaged the side by hitting it while bringing it inside (see photo). We objected, asking why we should accept a damaged product. To take it back for replacement, they dragged the refrigerator on the laminate and ruined the laminate. They literally scratched it (see photo). Moreover, they left the packaging and styrofoam they removed in front of the apartment door, blocking the elevator door from opening. Besides the damages they caused, we have to deal with both moral and financial damages. Let's see what happens this time with the refrigerator that was taken back for replacement. We used the refrigerator we bought in 2020 for a full year. Since 2020, the total number of refrigerators Vestel has brought us for replacement is 4, and one was repaired. What is 4 refrigerator replacements, friends? Please follow our post and support us. Besides being disgraced with our money, we suffered moral damage and financial damage to our home. Please, we are waiting for your support.

Serdar

Thank you for solving our problem and ending our grievance, even if it took a long time.