Arçelik 361B Oven Not Replaced Despite Being Faulty

Dear Arçelik Customer Service, I am writing to express my dissatisfaction regarding the Arçelik AFC 361 B model built-in oven. After using the oven only three times, I noticed deformations on the inner surface and a gel-like substance resembling rust on the shelves. I promptly created a service request, and the authorized service inspected the product. They acknowledged that the oven was not in normal condition, identified it as faulty, and suggested a replacement. The service representative assured me that a formal report would be prepared, and new installation would take place after the New Year. I was later informed by the service team that the photos taken during their inspection were sent to the factory, and the factory concluded that the stains were oil residues, categorizing the issue as user error. This situation is unacceptable. If the factory can make decisions solely based on photographs, what is the purpose of the on-site inspection and the report prepared by the authorized service? Moreover, how can a determination of user error be made solely based on a photograph? Despite the service team acknowledging the product's defects, the factory's decision to classify the deformations as user error is perplexing. I have used the oven only three times within the first 20 days, and even though the service team identified the faults, the factory's decision to attribute the issue to user error is unreasonable. Additionally, I have tested the cooking functions by baking pastries, cookies, and oil-free potatoes (using the fryer mode) as part of the oven's trial period. Furthermore, the stains, considered oil residues, do not come off despite following the cleaning instructions outlined in your user guide. Considering that ovens are intended for cooking oily items, how can customers manage cleaning the oven after each use with potentially abrasive chemicals without causing damage? Moreover, are these chemicals safe for use in an environment where food is prepared? I want to emphasize that I have used the product according to the provided instructions, and there has been no misuse. Despite the service team confirming the product's faults, my replacement request was rejected based on a photograph. I am currently unable to use the oven and seek a prompt resolution. As a customer looking for a swift and satisfactory resolution, I appreciate your urgent attention to this matter.