De’Longhi Dedica Warranty Issue and Delayed Service

I own a De’Longhi Dedica coffee machine that is still under warranty. A few days before 19 August 2026, the descaling light came on for the first time. When I followed the instructions, I noticed that the descaling function was not working: the lights were blinking, but the descaling cycle would not start. I contacted De’Longhi customer service and had a video call with a representative. During this call, the representative personally identified the problem and told me that the necessary service would be arranged. On 19 August 2026, I received an SMS with the name of the authorised service centre, and on 24 August I delivered the machine there. On 16 September I called customer service again and was informed that a replacement process had supposedly been initiated on 12 September. I had received no notification about this, but I waited, assuming the replacement would be completed. By 22 September, nothing had happened, so I contacted customer service once more and was told that the service centre might contact me. The service centre called me that same day, but from our conversation it was clear that they did not even fully understand the original problem. After another call with customer service, the service centre contacted me again and said that the machine would be repaired and returned. I explained that the maximum service period had already expired and that, at this stage, I would not accept a repair and expected the machine to be replaced. After this, customer service contacted me again and provided a completely different explanation. This time they claimed that the machine had no fault, that it only required descaling, and that this was considered paid maintenance rather than a repair. This sequence of explanations is highly contradictory: first De’Longhi itself identified the fault during a video call and sent the machine to an authorised service centre, then I was told that a replacement process had been initiated, then that the machine would be repaired, and finally that there was allegedly no fault and that I should pay for maintenance. My service request was opened under the name Gökçe N*** with the customer or case number 103072588. In light of the inconsistent information and the fact that my machine has been unusable for this entire period despite being under warranty, I request that my De’Longhi Dedica machine be replaced with a new one without any cost to me and that this process be completed as quickly as possible.