Dear #Eray #Kapicioglu,
Dear Sir/Madam of the compliant office,
I am writing to express my extreme dissatisfaction with my experience at Dünyagöz Istanbul on 21st March 2025, one day before my birthday. As a long-standing patient of Dünyagöz, I am deeply disappointed by the poor service, especially compared to my positive experience at Dünyagöz Izmir, where I had a lens transplant (ICL) in November 2021.
1. Appointment and Waiting Time
My 13:00 appointment, confirmed via WhatsApp, turned into an hour-long wait due to an "emergency." While emergencies happen, the lack of transparency and advance notice was unacceptable. This mishandling eroded my trust in your clinic.
2. Issues with Translation and Communication
In previous visits, I was provided German translation services, which were immensely helpful. This time, I was assigned Ms. Kaouter Inesse Akil, an English translator. While I am fluent in English, the change felt unprofessional, as communication in one’s native language is always easier. Moreover, Ms. Inesse's unprofessional behavior—such as rolling her eyes, interrupting me, and failing to fully translate comments—was unacceptable. Alongside Ms. Gülsah Nalcaci Kizilca, dismissive remarks about me were made in Turkish while I was present.
3. Pricing and Guarantee Concerns
At 33 years old, I am experiencing -1.0 diopters despite being assured my vision would remain stable until my mid-40s after my 2021 ICL procedure. At my recent appointment, I was offered a PRK procedure at an initially quoted price of 66,000 TL, slightly reduced to 65,000 TL, and finally to 1,000 Euros after extensive discussions. My request for 800 Euros seemed fair given the circumstances. Contradictory guarantees—verbal promises of one year versus three months in the contract—only deepened mistrust. A written guarantee was denied, leaving me feeling unsupported.
4. Unprofessional Conduct of Staff
Ms. Inesse and Ms. Gülsah displayed dismissive, disrespectful behavior. Additionally, a male staff member’s inappropriate suggestion to "resolve this in another way" while offering his WhatsApp number left me feeling unsafe and disrespected.
Positive Comparison with Dünyagöz Izmir
The professionalism, empathy, and transparency I experienced in Izmir starkly contrast with Istanbul’s unprofessionalism, leaving me deeply disappointed.
Requests:
- Clarify the emergency appointment and lack of notification.
- Review communication protocols, focusing on professionalism and respect in translator services.
- Implement a formal written guarantee policy for patient confidence.
- Reassess pricing policies for returning patients who were previously promised guarantees.
I urge you to address these issues with the seriousness they deserve to restore my confidence and Dünyagöz's reputation.
Thank you for leaving me with such a bad experience before my birthday!
Yours faithfully,
Sidney Nik
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