Citroën C3 Aircross AC Not Cooling While Under Warranty

I own a 2023 model Citroën C3 Aircross Feel, license under warranty until 31.10.2026 and currently at 25,154 km. On 17.09.2026 I delivered my vehicle to Arkas Citroën Gaziemir authorized service with a complaint that the air conditioner was not cooling, under warranty (work order no: 10917021). The car stayed at the service for days and no diagnostic procedure was performed. The service stated that the front bumper had to be removed, but that they would not start any operation without my prior approval for the removal fee, and that only afterwards they would check whether the fault was covered by the warranty. In other words, they first demanded payment, then they would even look at the problem. Moreover, without even lifting the vehicle, they verbally claimed a diagnosis of a “radiator hole”. However, the After-Sales Services Regulation is clear: except for user error, the authorized service cannot demand any fee from the consumer under any name during the warranty period. It is the service’s obligation to determine whether there is user error, to prepare a report, and to give this report to the consumer. Demanding a diagnostic or removal fee without a report is contrary to the legislation. On 26.08.2025, at 14,510 km, the car underwent periodic maintenance again at Arkas, and the air conditioning filter was changed there. There are no impact marks on the bumper or lower guards, and this is documented by photos. The vehicle has full insurance coverage and no recorded accident damage. In addition, if the fault cannot be resolved within 10 business days, a replacement vehicle must be provided, yet no such offer was made to me. I spoke with Customer Services on 22.09 and sent a written notice to Citroën Turkey and Tofaş on 24.09, but there is still no solution. I request that the diagnostic and bumper removal procedures be carried out free of charge without any precondition of fees, that if user error is alleged a detailed written technical report be provided to me, that the fault covered by the warranty be repaired free of charge, and that a replacement vehicle be provided for the entire repair period. If this issue is not resolved, I will apply to the Ministry of Trade and the Consumer Arbitration Committee.