Authorized service complaints increased by 316 percent

In the research, in which white goods authorized services, automotive-showroom and plaza services, computer special services and small household appliances special services categories were evaluated, the most complained issues, the months when the complaints peaked, the resolution rates and the annual complaint increase rates were taken into consideration.

When the first 5 months of 2022 and the same period of 2023 are compared, it was observed that there was a 316 percent increase in complaints from authorized white goods services. Automotive-showroom and plaza service complaints increased by 53 percent, computer special service complaints increased by 29 percent and small household appliance special service complaints increased by 50 percent.

While the most frequently complained issues regarding the authorized services are listed as the warranty period and the content of the warranty, the length of the repair periods, non-compliance with the given appointment dates, the problems experienced in the installation and assembly, and the high pricing of the services, the issues that the consumers mostly seek for solutions regarding the special and technical services are the repetitive issues. The problems were staff behavior and high fees for services.

SOLUTION RATE FOR COMPLAINTS 18 PERCENT

According to the data announced by the platform, the sector with the highest increase in complaints in the relevant categories was the white goods authorized services. When the first 5 months of 2022 and the same period of 2023 met, complaints from authorized white goods service increased by 316 percent. In 2023, the month with the highest number of complaints was May, while the month with the lowest number of complaints was February. While the most frequently complained about was the warranty period and the content of the warranty, it was followed by the product return conditions and the difficulty of changing the product. While the problems experienced while making an appointment were another issue waiting for a solution, the problems experienced during the installation and assembly, recurring problems that could not be resolved, long repair times and service charges were among the most frequently complained issues. 18 percent of the complaints reaching the platform in the relevant category were resolved.

OTOMOTIV-SHOWROOM PLAZA SERVICE COMPLAINTS INCREASED 53 PERCENT

According to the data, when the first 5 months of 2022 and the same period of 2023 are compared, complaints about automotive, showroom and plaza services increased by 53 percent. While 12 percent of the complaints reaching the platform in this category were resolved, in 2023, the month with the highest number of complaints was May and the month with the least number of complaints was February. Service fees, missing and defective service, maintenance and check-up, and defective products were the most pending problems.

According to the data announced, complaints with computer special services increased by 29 percent in 2023. While January and March were the months when the complaints increased the most, it was observed that the complaints decreased considerably in May. 12 percent of complaints related to this category were resolved in Complaintvar.

WARRANTY PERIOD, MOST COMPLAINTS ON SMALL HOME APPLIANCES

Warranty period and scope, cancellation, return and exchange, unresolved problems, length of repair period, service charges were among the most frequently complained issues in the small household appliances special service category. Complaints in this sector increased by 50 percent in 2023, 13 percent of incoming complaints were resolved through the platform. While the most complaints came in January, May was recorded as the month with the least complaints.