DeLonghi Magnifica Plus Broken In Six Months
I bought a De’Longhi Magnifica Plus 320.70.TB coffee machine from the Media Markt store in İstanbul Metropol AVM. The product broke down when it was only 6 months old, and I handed it over to the authorized service on 04.03.2026. The service prepared a return (refund) report for the product. My invoice number is gp12025000012403 and my service form number is 103029884. When I spoke with De’Longhi customer service, they told me that the product is out of stock and therefore a refund will be issued. However, I do not want a refund; I am requesting a replacement with a new product. At the time of purchase, Media Markt sold me insurance and an extended warranty for ₺6,599 and especially promoted it by saying, “If the product breaks down within 1 year, we replace it with an equivalent product even if it is not in stock.” Now they claim that this is not valid and that no replacement will be made. This shows that the information given at the time of sale did not reflect the truth. In addition, De’Longhi states that, although the Magnifica Plus model is still being sold on their own website, they cannot replace my device because the product code is different, and they do not create any request record either. I even told De’Longhi Türkiye customer service that this situation is damaging the De’Longhi brand, yet they took no action at all. The fact that the product failed in such a short time and that the promised replacement is being refused despite the extra money I paid for insurance and extended warranty has caused me a serious grievance, and since they sell defective products in Türkiye and leave customers victimized, I have decided that from now on I will buy Philips instead of De’Longhi. Taking into account the service return report and the guarantee/insurance promises given at the time of sale, I request that my device be replaced with the current model or at least an equivalent product, and that the misleading information given during the sales process be examined.
I was called by customer service. I said I wanted an exchange for the Magnifica Plus with the same name and model that is currently on sale on the DeLonghi website. Even though it is a model with fewer coffee options, I said I accepted it because it is the same model. Since the product code was different, they created a return report instead of an exchange. The company sells a defective product and then, after a few software changes, changes the product code and can now say it's no longer in my possession. They also said that even though they gave me a return report, I could request an exchange from the place I bought it from. Don't they know that an exchange cannot be made for a product that is not in stock with a return report, yet they tell me this? I had thought of this brand as perfect in my eyes, like companies that sell phones or upright vacuums, but I was disappointed.
Delonghi Turkey hadn't helped, but Media Markt Metropol Mall employee Mr. Talha, and Delonghi store brand manager Ms. Nazlı, were very helpful when I went to the store for a return and they also worked hard to exchange the product. Thanks to their effort, my product was replaced with a brand-new device. I hope I never experience the same problem again. If it weren't for them, I wouldn't have considered buying another Delonghi product or shopping at Media Markt, but they completely changed my perspective.
