Dreame Refused Warranty Repair for My Defective Robot Vacuum

We purchased a Dreame X50 Ultra Complete robot vacuum cleaner from the Teknosa store in Elazığ, Türkiye, on November 7, 2025. At the time of purchase, we also paid for an extended warranty and an additional protection plan, which cost us approximately $180 extra.

Some time after purchasing the device, we noticed that the robot would move around but would not clean or vacuum at all. We initially waited, hoping the issue would resolve itself, but the problem persisted. As a result, on July 6, 2026, we placed the robot in its original box and returned it to the Teknosa store in Elazığ, reporting that it was not cleaning.

Approximately 20–25 days later, we received a call from Dreame's service center informing us that the robot's motor had burned out and that the repair could only be carried out for an additional fee. However, we explained that we had sent the device in precisely because it was not cleaning. The robot was still moving, but it was not vacuuming. We specifically questioned this diagnosis, as we could not understand how a device with a completely burned-out motor could continue operating in this way. Therefore, we rejected both the diagnosis and the proposed paid repair.

Despite our explanation, we were told that the malfunction was caused by user error, and responsibility was placed entirely on us. We were also asked to pay for the repair. This is particularly frustrating because we purchased the product with an extended warranty and additional protection coverage specifically to ensure that we would be protected if such problems occurred.

Unfortunately, Dreame's handling of this situation and its attempt to place full responsibility on us have left us feeling misled and disappointed. We purchased this product expecting reliable service and the protection we had paid extra for.

I am requesting that Dreame properly assess this robot vacuum cleaner, which was sent in because it failed to clean, as a defective product under the applicable warranty and protection coverage. I do not want to be pressured into paying for a repair based on a diagnosis that we dispute. At this stage, I am requesting a replacement product rather than another repair, or alternatively, a full refund of the purchase price.