MediaMarkt Refused Legal Return on Defective MacBook and Gave No Updates

I purchased a MacBook Air from MediaMarkt on September 14, 2025. The product had screen stains, and the store sent it to KVK for DOA (dead-on-arrival) assessment. We requested a refund or replacement and wrote this clearly on the related service document. After 20 days, the product was returned with the screen replaced. A brand-new device—sent solely for defect verification because it was faulty out of the box—was returned to me with its screen changed without my knowledge or consent.

As a Club member, I attempted to use my legal right to a refund or replacement. However, the customer service staff at the store were dismissive and told me that I could not use this right, saying only, “You can file a complaint with Consumer Rights.” I could not find anyone willing to take responsibility, and I had no choice but to accept the device in that condition.

Afterwards, I submitted a return request through the online system myself and shipped the product back to you. I was told the process would be completed within two business days. I shipped the device on October 9, 2025, and it was delivered to you on October 10, 2025. I have been calling customer service constantly, but all they say is, “We are waiting for a response from the relevant department.” Which department exactly? Where is the product I paid for a month ago? Where is your customer satisfaction? Who will fix the inconvenience I have been put through, and when?