No Response to Refund Request for Incorrect Purchase - Need Help!

CCleaner for Windows CCleaner Windows Help Requests
1

Merhaba arkadaşlar,

29/07/2024 tarihinde 4711****** referans numarasıyla, 479 TL tutarında bir ürün satın aldım. Ancak, bu satın alma işlemi yanlışlıkla yapıldı ve fark eder etmez, 02/08/2024 ve 30/07/2024 tarihinde firmaya iade talebimi ileten bir e-posta gönderdim. Mesafeli satış sözleşmesi kapsamında 14 gün içinde cayma hakkımı kullanarak, ürünün iadesini ve ödediğim tutarın geri ödenmesini talep ettim.

Ne yazık ki, bu tarihe kadar firmadan hiçbir geri dönüş alamadım. Firmaya hem telefonla hem de e-posta yoluyla ulaşmaya çalıştım, ancak hiçbir yanıt alamadım. Bu süreçte yaşadığım mağduriyetten dolayı oldukça üzgün ve hayal kırıklığına uğramış durumdayım.

Benzer bir durum yaşayan veya bu konuda nasıl bir yol izleyebileceğimi bilen arkadaşların yardım ve önerilerini bekliyorum. Hem tüketici haklarımı korumak hem de bu sorunu çözmek için atabileceğim adımlar konusunda rehberliğe ihtiyacım var.

Yardımcı olabilecek herkese şimdiden teşekkür ederim!

Hello everyone,

On 29/07/2024, I made an incorrect purchase with reference number 4711*******, amounting to 479 TL. As soon as I realized the mistake, I contacted the company on 02/08/2024 via email to request a refund. According to the distance sales agreement, I have the right to cancel the purchase within 14 days and request a refund.

Unfortunately, I haven't received any response from the company to this date. I tried reaching out to them both via phone and email, but I’ve been met with complete silence. I’m really disappointed and frustrated with this experience.

I’m writing here to see if anyone has faced a similar situation or knows the best course of action to take. I’m looking for advice on how to protect my consumer rights and get this issue resolved.

Any help or suggestions would be greatly appreciated!

2

It is only 2 days since you contacted them on Friday, plus it is 2 weekend so the support is probably not fully staffed.

I'm afraid that you will need to be more patient and wait for a reply, it may take a week or more if they are busy.

Just to check: you did send your email to the correct place support@ccleaner.com and you did send it from the same email address as when you purchased? 

(Don't put your email in view here).

If you have sent your request to the right place then please do not send support any more emails for the moment. 

Sending more can actually make the response slower because the computer collects all your emails together and puts them to the back of the queue as one new contact, that is so that they will all get opened and read at the same time.

3 
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	</p>

	<hr />
	<p>
		Hello,
	</p>

	<p>
		Thank you for your response. I appreciate your explanation regarding the delay in processing support requests.
	</p>

	<p>
		However, I would like to clarify that it has now been a total of <strong>8 business days</strong> since I initially contacted support on <strong>Wednesday, 30/07/2024</strong>. During this time, my subscription has remained active, and I am concerned that my right to withdraw from the purchase under the 14-day cooling-off period may be jeopardized if further delays occur.
	</p>

	<p>
		I kindly request that my refund request be addressed as soon as possible to prevent any further complications. I understand that support may be busy, but given the time that has already passed, I would appreciate a prompt resolution to this matter.
	</p>

	<p>
		Thank you for your understanding and assistance.
	</p>

	<p>
		Best regards,
	</p>

	<p>
		Turhan Taha Şanlık
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4

Sorry but this is a user forum where users give help and advce to other users.

We have no access at all to accounts and billing, - we are users not company employees.