On February 8, 2026, I purchased an iPhone 16 from the Teknosa Mall of İstanbul store for approximately $1,540. However, on April 6, 2026, the phone suddenly shut down and never turned on again.
After the device stopped working, I visited the Teknosa store in my city and explained the issue. A service form was created so the phone could be inspected and sent for technical evaluation. During this process, the service staff at the store carefully checked the device and officially documented that the phone did not have even the slightest scratch, crack, bend, or any visible physical damage. This information was clearly written into the service report prepared before shipment.
However, only two days after the phone was sent to KVK service, I was informed that the device allegedly had “impact damage and bending,” and I was asked to pay approximately $1,210 under the title of “device replacement fee.”
I found this completely unacceptable for a phone that was only two months old and had already been officially documented by store staff as having no physical defects whatsoever. Because of this situation, I also contacted Apple customer service directly and requested support, but unfortunately I received the same response as the service center and my complaint was not resolved.
Since the day I purchased the device, I have used it very carefully. The fact that there was no user damage or impact was also clearly confirmed in the official report prepared by the store employees before the phone was shipped to service. Despite this, all responsibility is unfairly being placed on me.
As I also stated in the service form, I request either a replacement of my iPhone 16 with a brand-new defect-free device or a full refund of the amount I paid. I expect my complaint to be reviewed fairly within the scope of my warranty rights and for my ongoing inconvenience to be resolved as soon as possible.
Otherwise, I must state that my trust in the Apple brand, which I have preferred for many years, will be seriously damaged, and I will pursue my legal rights through the Consumer Arbitration Committee.
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