Vestel Refuses to Replace Faulty Fridge Despite Failures Under Warranty

My Vestel refrigerator (model NF60012EXIONWIFI, serial number 1176578619024963120110), still under warranty, broke down in Yalova on 28.07.2024 due to cooling failure. On 30.07.2024, the service said the mainboard needed replacing. The card was changed on 05.08.2024, but the issue persisted. On 09.08.2024, the motor was replaced. By 12.08.2024, the fridge was returned, yet no backup unit was provided during the 15-day period. The same issue occurred again on 09.06.2025. On 11.06.2025, the service suspected a gas leak and took the fridge to the workshop on 12.06.2025, this time leaving a backup unit. On 16.06.2025, it was returned as “repaired” but still failed to cool. I measured internal temperatures using two thermometers and shared the results on 17.06.2025, after trying different sockets in three rooms, with no change—proven by photo evidence. On 23.06.2025, a Testo device was placed for further measurement. By 25.06.2025, it was confirmed that the fridge could not reach the set temperature. It was taken again to the workshop on 27.06.2025. Despite 13 days there, the problem remained. On 07.07.2025, customer service said the test results were poor and needed repeating. On 08.07.2025, they suddenly claimed the results were fine, yet could not explain the contradictions or why multiple tests were done without resolving anything. Since the second failure, I’ve been without a functional fridge for a full month—totalling over 45 days in the last year—all while caring for my 20-day-old baby in the summer heat. Despite my patience and repeated service visits (11 in total) and the fridge being taken to the workshop three times, Vestel has failed to resolve the issue. I have clearly and repeatedly requested a replacement, but customer service ignores my demands. Their claim that my home’s electricity might be the cause has been disproven by the backup unit cooling down to 1.8°C without issue. According to Law No. 6502 on Consumer Protection, Article 11, and the Warranty Certificate Regulation, I am entitled to a replacement for defective goods. I have notified Vestel, yet they continue to delay, likely due to the warranty nearing its expiration. Additionally, the way the device was transported contradicts the instructions in the user manual. I have now taken my case to the Consumer Arbitration Board and demand that Vestel fulfill its legal obligations.