Vivense Bed Headboard Keeps Squeaking and Makes Sleeping Impossible

I was called this morning by representatives of Vivense. They said the problem is chronic, but they cannot refund or exchange, and they will send a team within 7 business days to repair the bed frame. I told them that I have not been able to sleep on my bed for about 20 days, that 7 business days is too long for me, and that I think the problem will recur even if repaired; I also asked, since my warranty is still valid after April, whether I would have to pay again if I experience the same issue caused by manufacturing, and their answers were very evasive and not at all satisfactory. They really made me regret shopping from this company! I would never recommend them to anyone. We had this conversation at 9:50 AM, and I received an SMS at 6:40 PM, which shows that no action has been taken since December 4, as you can see from the SMS. My request was only created this evening. They are a company that never cares about its customers, not service‑oriented.

I wasn't called by Vivense today either! No team was sent either. Even what's written here doesn't matter to them; I guess they're a company that's fed up with money and customers. The purchase made from Vivense and the product received is regrettable.

Vivense is sending their specialist team for repairs tomorrow (within the day). If the issue is resolved and in case it recurs, I will be posting all updates here.

The condition of my mattress after the second repair is shown in the attached video. This issue is not one that can be fixed by repair; it is a complete manufacturing defect and a chronic problem. I recorded this video around 10:30 this morning. If Vivense does not offer a replacement or refund, I have nothing left to do; I will resort to legal action, and I want to report it here. For the third time, I do not want any team to come to my house for repair, and I deeply regret having chosen this company.

This week I was left waiting without any solution being offered. I would like to state clearly that if my request is again evaluated negatively, I will have no choice but to apply to the Consumer Court. I want to emphasize that my issue is not about getting a refund. I simply want to be able to use my purchased bed frame, which is still under warranty, without any problems. The product in question is defective and this has been proven repeatedly. - I started experiencing problems from the third month after purchase. - It was installed by Vivense's own installation team. - The bed frame has remained in the same place since it was installed; there is no user error, impact, or relocation. - Service teams have come to my home twice to perform repairs. - However, after each repair, the same serious noise problem reappeared within 2–3 days. At this point it is very clear that: 👉 The issue cannot be resolved by repair. 👉 The product is defective. Nevertheless, Vivense has not considered any solution other than repair, and my request for a replacement is being ignored. Even more shocking, no one has contacted me without me calling, writing on WhatsApp, or repeatedly explaining the situation. The responses given are extremely irrelevant and nonsensical from the start. (Current correspondence is shown in the photos.) I also believe that the company's employees are not even aware of the "warranty terms" clearly stated on the invoice. (Warranty terms have also been shared in photos.) Law No. 6502 on Consumer Protection is clear: consumers have the right to a replacement or refund for defective products that cannot be repaired, recur, and prevent use. Despite this, I am approaching in good faith and primarily requesting a replacement of my product. However, Vivense has adopted a policy of harassing the consumer instead of providing a solution. In the midst of my busy work schedule, I am forced to spend time and effort on a problem that is entirely the company's responsibility. This process is extremely exhausting and a huge disappointment for me. In conclusion, my product is still under warranty, the issue cannot be solved by repair, and my request for a replacement is lawful. Yet no permanent solution is being offered. Therefore, I deeply regret having shopped at Vivense. I will never recommend it to anyone; on the contrary, I will warn anyone considering a purchase about the hardship I have experienced.

Today's response from Vivense customer service clearly shows how little my suffering is taken seriously. I was told that no action could be taken because the product is “out of stock” and that the part cannot be supplied. However, the product in question is still under warranty, and the problem cannot be placed on the consumer due to the lack of a part. The fact that the product is not available on the market or that its production has been halted does not eliminate the company's responsibility for warranty and defective goods. Moreover, this response indirectly implies that I must continue using a noisy and defective crib in this manner. This approach is unacceptable. Despite repeatedly requesting it, I was not provided with an authorized contact; instead, the process was attempted to be closed with only standard and dismissive messages. It is evident that instead of providing a solution, the consumer is being harassed. If a product lacks a part and cannot be repaired, this already proves that it is a defective product. At this point, the appropriate action is to offer either a replacement or a refund. This final correspondence is a complete disappointment for Vivense's customer satisfaction and corporate ethos. If the product is out of stock and its part is unavailable, this is the company's problem, not mine. I request a replacement for the defective product under warranty.

In my recent interactions, the responses I received from a Vivense customer representative once again demonstrated how little my grievance is being taken seriously. Despite repeatedly requesting a solution and an authorized contact, I was only given standard, dismissive statements such as “We cannot process this issue” and “I am the authorized person, we cannot forward/transfer it.” Regarding a product that is clearly defective and under warranty: - No referral to an authorized person is made, - No concrete solution is offered, - The process is being deliberately closed. Furthermore, the fact that the product is out of stock and parts cannot be sourced is being presented to the consumer as an excuse. However, this does not absolve the company of its warranty and defective‑goods responsibilities. For a product whose parts cannot be found and cannot be repaired, the appropriate action is to offer a replacement or a refund. This approach is a stance aimed at stalling and intimidating the consumer rather than providing a solution. Such communication is unbecoming of a corporate firm and is a complete disappointment on behalf of Vivense.