Vestel Refrigerator Malfunction, Service Failures and Compensation Request
In 2023, we purchased a Vestel refrigerator that is under warranty until 2027. Recently, the lower compartment suddenly stopped working. The authorized service team responsible for the Sancaktepe area first stated that the "mainboard and sensor were faulty" and replaced these parts, but the problem persisted. Then they claimed the "channels were frozen" and asked us to unplug the appliance for 24 hours, which did not resolve the issue. When we called the service again, they went to the wrong address, and after waiting all day, they came the next day. Afterwards, they suggested there might be a "nitrogen leak" and took the appliance to the workshop. It has now been 15 days, yet we still have no solution or proper update. Despite calling every day, we are only told that "a record has been created and someone will get back to you," but no one ever does. During this period, as a family of four, we had to rely on outside food for breakfast, lunch, and dinner, and we were unable to store any groceries in the summer heat. This has caused us additional expenses of over ₺50,000. The consignment refrigerator provided is far too small—our pots do not even fit—and it is absolutely insufficient for our family’s needs. Moreover, the explanations given about the fault have been constantly changing: first it was a "gas leak," then a "particle blockage." If it weren’t under warranty, we would have been forced to pay for the incorrectly diagnosed and replaced parts. In addition, the service report mentions dents and scratches supposedly acknowledged by us, which is completely untrue. We strongly reject this statement, as the appliance has never been moved since the day Vestel installed it. We are extremely dissatisfied with Vestel’s service, customer support, and overall organization. Our hardship is growing with each passing day. Our record number is: 8113665893. Our expectations from Vestel are as follows: Immediate replacement of the inadequate mini consignment appliance currently provided with a proper refrigerator that suits our family’s needs, Complete replacement of our defective refrigerator, Full compensation for the financial damages we have incurred. We demand that this issue be resolved urgently.
Dear customer, Thank you for your notification. We will review your registered product information in our system and contact you as soon as possible. Did you know that you can access self‑service solutions for resolving your issue with Vestel on our website? We would like to remind you of all our communication channels that are available 24/7. For your suggestions, requests, and complaints, you can always write to us via our WhatsApp line, send an email, or chat with Vestel Assistant. Solutions to your complaints are also available through all our other channels at Vestel. Vestel Customer Service
I know all your communication channels. The response I get from all of them is the same as this response! “Could you share your contact information with us?” “A record has been created, you will be contacted as soon as possible.” “We have forwarded the issue to the relevant departments.” We have heard nothing but your solutionless centers and unauthorized services. Oh, and there is also a phone number and extension you sent via SMS. Whatever number of complaints they are dealing with, it is always busy, then it connects to an automatic message saying you will be called back within 24 hours, but just like we haven't been called for 15 days, we still haven't been called.
The same refrigerator gave a cooling fault again exactly 7 months later. I was told the compressor needs to be replaced, but Vestel has a spare parts problem. I was told it could take up to 20 days to resolve. There is no brand more indifferent and unresponsive than Vestel, which doesn't stand behind its product. The refrigerator is defective and under warranty; I demand it be replaced with a new one immediately. Tomorrow I will apply to the Consumer Court with all my documents.
