De’Longhi Grinder Failed After 3 Months — Warranty Denied Without Proof

On September 26, 2025, I purchased a fully automatic coffee machine — De’Longhi ECAM290.61.SB3, product code 42000184, serial number 41632 — from BİM. I have the e-Archive invoice numbered AE02025004304097 as the proof of purchase. I used the machine normally and according to the user manual.

About three months after the purchase, during coffee preparation, the grinder stopped working. Even though no error code appeared on the screen, the machine became unable to function. Following De’Longhi’s direction, I took the product to the authorized service center Düzce Buluş Elektronik on January 26, 2026.

While the machine was at the service center for three days, on January 28, 2026, the service called me and said, “Grinders don’t just break — either a stone got inside or you must have tampered with the adjustment,” and informed me that the machine was considered out of warranty with no concrete evidence presented. Then they said, “We can repair it for a fee,” meaning they arbitrarily voided the warranty and pressured me into paying for the repair. I was not given any written report, service receipt, or warranty exclusion document regarding this process.

What is even more concerning is that they said they would not accept the invoice because the brand/model is not listed in the line description on the BİM receipt. I am a consumer, not the party that issued the invoice; the product can easily be verified via its serial number, yet they refused to start the warranty process with the excuse “we don’t accept the invoice”. This refusal and the resulting lockdown of the process are completely unacceptable to me.

There are two separate grievances here: first, the warranty was rejected as “user fault” without any technical proof; second, the warranty process was blocked using excuses about the invoice details.

My request is clear: I want the product to be repaired free of charge under warranty or replaced if necessary. If the service genuinely believes there was user error, I expect them to document it concretely with a signed/stamped technical report, photographic findings, and test results as proof. Just as in Europe and other jurisdictions where assumption-based warranty rejection does not stand, I expect similar consumer standards to apply here.

If my issue is not resolved, I will file complaints with the Consumer Arbitration Committee and relevant official authorities.