Vitra Authorized Service Center Charges Upfront Fee to Check Defective New Unit

I purchased a brand-new Vitra flush reservoir in June 2026 through my plumber in Gaziantep. Before it was even used, the product turned out to be defective right at the installation stage, and I hold its valid warranty document.

I reported the situation to Vitra customer service, and an authorized service technician was dispatched. However, despite this being a brand-new, unused reservoir under warranty in Gaziantep, I was asked to pay an inspection fee just for someone to come out and inspect the unit. I refuse to accept being charged an inspection fee for a clearly defective, unused item.

The attitude I encountered during my call with customer service was equally appalling. The representative I spoke with, Ms. Ş*****, told me, "Call as much as you want, there is nothing we can do." I never expected a representative from a supposedly corporate brand like Vitra to speak to a customer in such a manner and dismiss a request for a solution so blithely.

Due to the treatment and frustration I experienced throughout this process, I will be repairing the product at my own expense, and I do not intend to ever step foot in a store selling Vitra products again.