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Dear Customer, your feedback is important to us. To help us serve you better, please fill out the form below to share your suggestions and/or complaints with us.

Contact Form

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In line with our quality objectives, our approach to handling customer complaints and the complaint process are as follows:

All complaints are treated as equally important, resolved within 15 days, and the customer is notified of the outcome.

Customer Feedback Channels

Our customers can reach us through the primary communication channels listed below.

Website: https://www.rexoil.com.tr/MusteriHizmetleri

Email: info@rexoil.com.tr, info@aktasgroup.com.tr

Phone: +90 216 593 35 70

Fax: +90 216 593 35 78

Reksoil Petrochemical Industry and Trade Inc. has established and continuously improves the necessary infrastructure across all channels to ensure that complaints regarding products, laboratory analysis services, and other services can be submitted and recorded.

Recording and Notifying the Complainant

All customer complaints are recorded and evaluated in accordance with our “Customer Service and Complaint Resolution Procedure.”
Complaints, suggestions, or feedback are processed by the first recipient, who records the Subject/Description of the Complaint/Suggestion, the Complainant/Suggestor (company name and company details), the Person Who Received the Complaint/Suggestion, the Person Who Provided Feedback to the Complainant/Suggestion Submitter Regarding Acceptance, the communication channel, and—if available—detailed information about the product and/or service. Immediately after the complaint or suggestion is recorded, the Quality Management Representative provides initial feedback to the customer, informing them that the complaint or suggestion has been logged.

Complaint Evaluation

Complaints are resolved under the coordination of the Quality Management Representative by our sales representatives who are experts in the field and our technical staff at the factory.
The Quality Management Representative directs complaints to the relevant departments based on the type of complaint received and ensures that a preliminary review of the customer’s complaint is conducted; and if the department conducting the preliminary review requests additional information regarding the complaint (such as a product sample, packaging/label information, etc.), the Quality Management Representative gathers this information by consulting with the person who submitted the complaint. If necessary, the relevant departments may visit the complainant on-site to collect samples and information. The Quality Management Representative ensures that the details and current information regarding the complaint are recorded on the Complaint-Suggestion Form (AK-F18-4). Our goal is to properly evaluate and resolve complaints the first time. Following the investigation, depending on the type of complaint, test results and evaluation findings are reported via email to the Quality Management Representative by the relevant personnel. The root cause and required actions are recorded on the Complaint-Suggestion Form (AK-F18-4).

Customer Agreement

Any inconvenience caused to the customer due to the complaint is resolved through mutual agreement with the customer. If the customer’s approval is to be communicated through the Sales Representative, the relevant feedback is provided to the customer via email, and the Customer Representative notifies the Quality Management Representative that the complaint has been resolved by mutual agreement. The relevant departments will initiate implementation of the permanent actions determined for the solutions agreed upon with the customer. Alternative resolution methods are explored.

Resolving the Complaint

Following the initial evaluation of the complaint and reaching an agreement with the customer, the results are recorded by the Quality Management Representative on the Complaint-Suggestion Form (AK-F18-4), and the complaint is closed.

Frequently Asked Questions

What is viscosity, and what do viscosity numbers mean?

Viscosity is the resistance that oils exhibit to flow and is one of the most important properties of fluids. Viscosity is measured at 40 °C for industrial products and at 100 °C for automotive oils. The unit is mm²/s or cSt.

Viscosity numbers are values that indicate the fluidity of oils. As these numbers decrease, the fluidity of the oils increases.

What do the letters used to classify motor oils mean?

The first number used to classify motor oils indicates the oil’s fluidity under cold conditions and ends with the letter W (Winter). The second number indicates the oil’s fluidity at operating temperature (i.e., at high temperatures).

For example, 5W-30 engine oil flows more easily than 10W-30 engine oil when the engine is first started, while at operating temperature, 10W-30 engine oil flows more easily than 10W-40 engine oil.

 

Why does engine oil thicken and look dirty?

The antioxidants, anti-wear agents, and detergent additives in engine oil disperse and incorporate soot particles formed in the engine, prevent them from adhering to metal surfaces, and remove carbon deposits. As a result, the engine oil thickens and appears dirty.

How do synthetic oils differ from mineral oils?

While mineral oils are obtained directly from the refining of crude oil, synthetic oils are produced through chemical reactions following refining and distillation processes.

Synthetic oils are purer and of higher quality than mineral oils and, thanks to their special molecular structure, provide a higher level of protection and performance at high temperatures. They offer easier flow and pumpability at low temperatures, form a more stable film strength under extreme pressure, and provide longer service intervals under harsh operating conditions.

 

Why does the engine oil level drop?

Operating the engine at high RPM for extended periods and driving aggressively can cause the engine pistons to loosen over time, resulting in the engine burning more oil than it should; engine oil burning in the combustion chamber; wear on the engine’s piston rings, main bearings, valve seats, or piston; a malfunction in the vehicle’s oil pump, leaks in the engine seals, carbon buildup on the engine’s oil rings, the use of engine oil that is not suitable for the vehicle’s engine, and cracks in the lower oil pan or a loose oil pan cover—all of these are among the many reasons why engine oil levels decrease.

What do the API classifications and letters mean for gasoline-powered vehicles?

According to the API classification—which stands for the American Petroleum Institute—the letter “S” indicates that the oil is intended for use in gasoline engines. Based on their performance, oils are classified into 12 grades: SA, SB, SC, SD, SE, SF, SG, SH, SJ, SL, SM, and SN. Each group is further subdivided into categories such as A, B, and C, based on advancements in engine technology. According to the API, the farther a letter is from the beginning of the alphabet, the higher the performance requirements for that oil grade. While oils in the SA, SB, SC, SD, and SE classes were used in cars manufactured between 1930 and 1979, today engine oils in the SJ, SL, SM, and SN performance classes are more commonly preferred.

For gasoline engines: API SJ for vehicles no older than 2001; API SL corresponds to API SL for vehicles no older than 2004, API SM for vehicles no older than 2010, and API SN for vehicles manufactured since 2011.

What are the potential problems that can arise from using the “wrong oil” in engines?

If an oil that is not suitable for the vehicle’s performance and technology is selected, a decline in vehicle performance and technical problems may occur, along with excessive heat generated by friction. Choosing the wrong oil shortens the lifespan of engine components, and the energy generated by friction causes the vehicle to consume more fuel than normal.

What is the raw material used in antifreeze, and how many years should it be replaced?

Although antifreeze is produced in various forms, it is essentially composed of glycol and inhibitors. Monoethylene glycol (MEG) is the most commonly used glycol. Depending on whether the inhibitors are organic or inorganic, the antifreeze is classified as organic or inorganic antifreeze. Additionally, green, blue, yellow, red, and pink dyes are used in antifreeze production to help identify leaks. On the market, blue and green dyes are generally used in antifreeze with inorganic inhibitors, while red and pink dyes are used in antifreeze with organic inhibitors. Red antifreeze containing organic inhibitors lasts three times longer than blue antifreeze containing inorganic inhibitors. However, this does not mean that we can extend the lifespan of every vehicle simply by using red antifreeze instead of blue. Once you have certain information—such as the vehicle or equipment manufacturer’s preference and the model year of the vehicle or equipment—you can proceed with confidence.

Antifreeze should be changed once a year. Organic antifreeze, however, has a longer lifespan and can be used for up to three years.

What is grease, and what are its uses?

Greases are semi-solid and solid lubricants composed of base oil, soap (thickener), and additives that improve their structural properties.

Grease is widely used in machine parts and gears, in vehicle engines, in freight vehicles, and in vehicles such as tractors and motorcycles, as well as in the industrial sector for machine lubrication. It is used in approximately 80% of rotating bearings and is applied for the multipurpose semi-solid lubrication of rotating and sliding bearings—including those subjected to light, medium, or heavy mechanical and thermal loads—as well as chassis, springs, and electric motors.

What is the shelf life of oils?

The shelf life of an oil generally depends on its properties. The shelf life of engine oils, transmission oils, and tractor oils stored indoors at a temperature of approximately 20°C is five years. Hydraulic oils and greases have a shelf life of three years, while oils containing emulsifiers cannot be stored for more than six months.

Is engine "bearing seizure" caused by oil?

If the bearings in a car’s engine run dry, it causes friction. This friction damages the crankshaft, the bearings, and the connecting rod. When these parts run dry, they quickly become unable to rotate and eventually seize up. The engine failure caused by deformed engine bearings losing their function is called bearing seizure.

Insufficient oil and coolant in the vehicle are the main causes of bearing seizure. If the vehicle’s engine runs out of oil or the oil pump fails to perform its lubrication function due to a malfunction, a bearing seizure will occur.

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