Request For Refund And Fulfillment For Viessmann

On 30 January 2025, I purchased a maintenance contract for my boiler, a Viessmann Vitodens 050-W BPJD 24kW TR installed in my apartment in İzmir Bayraklı (serial number 7745660108890108). This contract was introduced to me over the phone as a “warranty extension”, and I paid ₺23,000 for it. According to the contract, one free maintenance service per year is to be provided for as many years as purchased, and the maintenance date is to be determined by Viessmann Isı Teknikleri Ticaret A.Ş. However, apart from the first maintenance carried out after the contract was signed, I was never contacted regarding my free 2026 maintenance right. No one called me, no appointment was scheduled, and the status of the device was never followed up. Later, we experienced hot water interruptions with the boiler and called the service again on 24.03.2025. Even though there was no user error, the authorized service, citing “dirty water” as the reason, charged an additional fault/operation fee of approximately ₺750 while the warranty/maintenance contract was still in force. However, the water entering the apartment passes through a three-stage filter at the main inlet and is softened. The necessary precautions have been taken to prevent sediment formation in the installation. Although this information was shared with the service team, the fault was immediately attributed to the installation or the water, and an additional fee that I believe was not proportionate to the work done was charged for a relatively simple procedure. The contract clearly lists situations that are outside the scope, such as user error, unauthorized intervention, faulty installation, supplying highly calcified water, operating without water, using incorrect fuel, or using non-original parts. None of these situations apply in my case. Nevertheless, the malfunction was not considered within the scope of the maintenance contract/warranty extension. In addition, although I conveyed my complaint to Viessmann customer service by phone, no one has returned to me so far. From a reputed and well-established brand like Viessmann, I would have expected the maintenance contract I purchased to be actively followed, the contractual maintenance rights to be provided on time, malfunctions not to be attributed to the user or the installation without sufficient justification, and no service fees to be requested that, from the customer’s perspective, appear unjustified. My request is the refund of the approximately ₺750 service/operation fee that I believe was unjustified, the prompt fulfillment of my free maintenance right for 2026, and the provision of a written appointment/maintenance plan for my subsequent maintenance rights. This text was prepared with the support of the xolvie AI assistant.