I Face Manufacturing Defect and Poor Support With Cybex Mios Stroller From Opera Istanbul

On July 20, 2025, I purchased a Cybex Mios stroller from Opera Istanbul Piazza store. The stroller was shipped in separate parts, and while the shipping process was already frustrating, the real issue was a manufacturing defect in the seat unit’s main frame. While assembling it, I noticed that the bearing inside was broken, preventing the locking mechanism from functioning.

I immediately contacted the store. First, they asked me to bring the product in person, which I explained was not possible. Then, they changed their approach multiple times—sometimes saying they would pick it up, then later telling me to send it by cargo. Every day a different “solution” was offered, leaving me exhausted.

In the end, I had to personally take the stroller to the authorized service center, which was located on the other side of the city. The defect was confirmed, and I requested a replacement. Instead of receiving a full new stroller, I was sent only a replacement seat frame, delivered by DHL as freight collect (alıcı ödemeli). I have no way of knowing if it was truly new, as no explanation was provided. To make matters worse, DHL refused to carry the package upstairs, leaving it at the building entrance because Cybex’s shipping agreement does not require delivery above 30 desi. This is unacceptable, especially for a product targeted at pregnant women and parents—how are they expected to carry a heavy stroller on their own?

Throughout this ordeal, all transportation and shipping costs were paid out of my own pocket, even though the stroller is still under warranty. I feel like I have been treated as if this entire situation was my fault, when in reality it stems from a factory defect and poor after-sales support.