Dreame X50 Ultra Was Defective Out of the Box, Refund Still Denied

On December 21, 2025, I purchased a Dreame X50 Ultra robot vacuum cleaner from the Gebze Center Teknosa store. Immediately after opening the box, the device started displaying error messages related to a drainage blockage and overflow in the sink area, even though it had never been used. Because the product was defective from the outset, I returned it to the Gebze Center Teknosa store on December 27, 2025, requesting a refund or replacement. When I handed over the product, I was verbally informed that it would reach the technical service by the following Monday at the latest. However, I was later told that the product did not reach Dreame’s technical service until January 8, 2026, meaning Teknosa waited 12 days after receiving the product from me before sending it to the service center. Under the After-Sales Services Regulation and Consumer Protection Law No. 6502, the maximum repair and inspection period for consumer products at technical service centers is 20 business days. Although this legal period expired on Wednesday, January 21, 2026, when I contacted Dreame’s technical service, I was told verbally that my refund request had been received but that no approval would be given for at least another week. When I contacted Teknosa again after the legal deadline had passed, I was told that “there is nothing we can do without a service report,” despite all the delays. I have suffered serious inconvenience due to both Dreame’s delayed technical service process and Teknosa’s failure to send the product to service on time and refusal to take responsibility even after the legal period expired. Because the legal repair period has been exceeded, I am exercising my right to withdraw from the contract and explicitly request a full refund of the product price. I do not accept any repair or replacement offer. I request that the product price be refunded to me as soon as possible; otherwise, I will apply to the Consumer Arbitration Committee and other relevant authorities to seek a refund with legal interest as well as compensation for my material and moral damages. I would also like to state that I am extremely dissatisfied with both Dreame’s delayed service process and Teknosa’s lack of proper information and its approach that prolongs the process when I attempt to exercise my legal rights, resulting in a customer experience that exhausts rather than protects the consumer.