Vestel Sent Me a Defective SD30111 DUOMODE Deep Freezer Twice and Didn’t Fix It

On 06.09.2024, I purchased a Vestel DD SD30111 DUOMODE model deep freezer, which was installed on the same day. After the installation, I noticed cracks in the corners and glue stains on the inside of the product, so I called the authorized service and reported this. However, the service person asked me if the product had been checked during delivery and when I told him that it had not, he replied, “You should have checked it”. Later, the installation team came and inspected it again without creating a service record and said that this was not a problem and said “You can use it”. However, I had bought a brand new product and such defects were unacceptable. I went to Vestel's website and tried to send photos of the product, but I was unable to do so. Then I received a call from customer service and was told that I needed to open a service registration for product replacement and I agreed. However, the messages I received after the phone call said that if the service did not find a problem, I would be charged ₺400. In response, I asked that the team that checked the product not come back and that I be given an e-mail address to send the photos to. However, this request was not honored and I was told that this was the current procedure. When I realized that I could not resolve the situation in this way, I took the matter to the Consumer Arbitration Committee. About a week later, Vestel called me and told me that they had examined the photos taken by the service team and that I was right and that they had approved the product replacement. During this process, I expressed my concerns; I thought that the new product might have the same defects. However, they told me that this would never be the case and offered me an upgraded model since the current product was out of stock. At first, I was happy and accepted. The new product arrived and they took the old product away. However, it had the same corner and edge defects. Thinking that Vestel's standards would not change and that there was no point in prolonging this process any further, I had to accept the situation. Since I did not want this process to be prolonged any further, I withdrew my application to the Consumer Arbitration Committee. I am writing this post to share my customer experience and to evaluate Vestel's attitude during this process. I hope that this will serve as a guide for consumers who encounter such situations and that companies will pay more attention to customer satisfaction.