I’m writing from Turkey about an experience with Bostancıoğlu Chery Authorized Service and Chery Turkey.

On July 1, 2026, we dropped off our 2024 Chery Tiggo 7 Pro, with approximately 26,000 km, because of a noise coming from the sunroof. We had purchased the vehicle new, it was still under warranty, and it had no accident or damage history when we handed it over.

About an hour later, the service center called and told us that the car had been involved in an accident during a test drive. It had been struck on the right rear side, rolled over, and suffered extensive damage. Our first concern was the service employee driving the vehicle, and we were relieved to learn that he was okay.

We were told that the other driver was found to be 100% at fault. We are not claiming that the service employee caused the accident. However, that does not change our position as customers: we delivered an undamaged vehicle to an authorized service center, we were not inside the vehicle or involved in the test drive, and the vehicle was returned to us in a condition that was later declared a total loss.

From the beginning, we asked for a fair and permanent solution: either an equivalent accident-free replacement vehicle or compensation based on the car’s actual pre-accident market value.

Instead, we have spent more than a month trying to determine who will take responsibility for resolving the situation. Chery Turkey repeatedly directs us back to the authorized service center, while the service center points us toward Chery Turkey. We have called customer service many times, opened multiple case records, and contacted Chery’s international channels. We were repeatedly told that the matter had been escalated and that we would receive updates, but most of the time we had to call again ourselves to learn whether anything had changed.

After the accident, we also requested a temporary replacement vehicle. We were initially asked to pay a 12,000 TRY deposit, which was later reduced to 7,000 TRY. We objected because the need for a temporary vehicle had not resulted from anything we had done. Eight days after the accident, a replacement vehicle was eventually provided without a deposit. We appreciate that, but a temporary vehicle does not resolve the loss of our own car.

Once our Tiggo 7 Pro was officially declared a total loss, the authorized service center offered us the opportunity to purchase a new vehicle by paying approximately 600,000 TRY on top of the insurance compensation. We rejected this offer. We do not believe that requiring us to make such a substantial additional payment restores us to the financial position we were in before an accident that occurred while the car was under the control of the authorized service center.

We are not asking for more than the vehicle was worth, nor are we seeking an unfair benefit. We simply want a reasonable solution that places us as close as possible to where we were before we handed over our undamaged car.

One secondary concern is that no airbags deployed when the vehicle rolled over. We understand that airbags are not required to deploy in every type of accident, so we are not claiming that the system was defective. We requested a technical inspection and were later told over the phone that no problem had been found and that non-deployment was considered normal. However, despite our request, we were not provided with a technical report, sensor data, or a written explanation.

The airbag question is not the main issue. The main issue is that an undamaged customer vehicle was totaled during an authorized-service test drive and, 35 days later, neither the service center nor Chery Turkey has provided us with a clear, written, and workable resolution.

Everything described here is based on our own experience, communications, documents, and the information given to us during the insurance and service process. I am not posting any employee names or individual contact details because this is about the dealership’s and the distributor’s handling of the situation, not about targeting individual staff members.

Has anyone here seen a dealership handle a similar situation? What would you consider a fair and responsible resolution when a customer’s vehicle is totaled while under the control of an authorized service center?

Our Chery was totaled during an authorized dealer test drive. 35 days later, we still have no written resolution.