I own a Vestel Vestfrost refrigerator, and recently, the door seal (gasket) of my fridge tore unexpectedly. I immediately contacted the authorized service to resolve the issue. However, the service team claimed that this was a user error and therefore not covered by the warranty. They offered to replace the gasket for a fee of ₺1,720.
I clearly explained to them that I did not cause this damage and that the tear happened on its own. Despite my explanation, they insisted that opening the door caused the tear. I find this reasoning completely illogical. How am I supposed to use a refrigerator without opening its door? If opening the door is considered a misuse, then the product clearly fails to meet its basic functionality.
To make matters worse, they also charged me an additional ₺600 as a service fee, even though they provided no warranty support. This experience has left me deeply frustrated and disappointed in the Vestel brand. I purchased this product expecting quality and support, but instead, I encountered poor product durability and a lack of accountability.
I request that Vestel replace the torn gasket free of charge under warranty, as this is a product defect, not a user-caused issue. Please stop shifting the blame onto your customers and stand behind your products as a reputable company should. I expect a swift and fair resolution to this matter.
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