Franke review: Fridge

I am writing to formally report a long-standing issue with my Franke refrigerator model FRFD 6020 NF XS F, purchased in May 2022. Unfortunately, since the first day of use, this product has caused nothing but problems, and despite repeated service visits, the situation remains unresolved.

In our kitchen we use several Franke appliances – induction hob, built-in oven, sink, faucet, and hood – which made us trust the Franke brand. However, I later discovered that this refrigerator is actually manufactured in Turkey by Vestel and sold under the Franke logo at a much higher price than equivalent Vestel models. This is misleading for consumers, as we believe we are purchasing Swiss-quality products under the Franke name.

Chronology of Issues
1. Initial delivery (2022): The refrigerator arrived with broken internal parts and had to be replaced immediately.
2. Subsequent months: The unit failed to cool properly. Service technicians identified a manufacturing defect in the door gaskets, which were replaced together with temperature sensors.
3. After repairs: The refrigerator began working but has since operated with excessive noise, which service dismissed as “normal in summer months.” The problem persisted.
4. August 2025:
• On 3 August 2025, the freezer stopped working and food began to thaw. Following prior service advice, I unplugged the unit and left doors open for one day. When restarted, the freezer resumed operation but the refrigerator continued to malfunction.
• On 5 August 2025, I filed a service request (still under extended warranty).
• On 6 August 2025, a technician visited and concluded that the refrigerator had a serious fault requiring transport to the service workshop. Since my family was leaving on vacation on 9 August, I asked for collection on that date. The technician promised to call back with confirmation but never did.
• When I followed up, I was told that “spare parts were ordered from Franke Turkey HQ and repairs would be carried out at home.” I reluctantly accepted this explanation and left for vacation.
5. After vacation: In addition to the freezer issue, the refrigerator compartment also stopped working. Service was called again, but no action was taken until 19 August, with the excuse that parts were still awaited.
• Out of frustration, I posted a complaint on a local consumer platform. Coincidentally, on the same day, a Franke Turkey representative called to inform me that parts had “just arrived.”
• On 22 August 2025, three technicians came to replace multiple parts – compressor, inverter board, dryer, and valve – but curiously they claimed to know only about the freezer malfunction, not the refrigerator problem. After replacement, they declared the appliance fixed. However, a few hours later, the refrigerator compartment failed again while the freezer continued working.
• On 23 August 2025, technicians returned and replaced the main board. Once again they assured us the unit was fixed, but within hours the refrigerator failed again.
• On 26 August 2025, service returned, attempted further adjustments, but nothing improved.
• Finally, on 28 August 2025, the refrigerator was taken to the workshop.

Current Situation
• As of today, 24 days have passed since the fault was first reported.
• The refrigerator remains out of service during the peak summer months, leaving my family without a working fridge.
• According to Turkish consumer law, repairs must be completed within 20 business days, yet this deadline has already been exceeded.
• No replacement (loaner) fridge was provided during this extended repair period.
• My request for a unit replacement was rejected, which is unacceptable given the repeated failures.

Conclusion

This experience has been extremely disappointing and damaging to my perception of the Franke brand. Franke Turkey’s handling of the situation has been unprofessional and negligent, seriously harming your global reputation.

I kindly request immediate intervention from Franke Global headquarters to:
• Provide a permanent solution to my refrigerator problem, ideally a replacement unit,
• Ensure consumers are not left without essential appliances for weeks in the middle of summer,
• Investigate the management of Franke Turkey, which is failing to meet the standards expected from an international brand.

I look forward to your urgent response.