Damaged Dyson V15s Detect Submarine And Refusal To Replace The Product

I purchased a Dyson V15s Detect Submarine from MediaMarkt on 18.09.2026. From the very beginning, the product was defective, as the wet cleaning head was not working properly. I contacted Dyson and, as instructed by customer service, I sent the product to the authorized service. When the product was sent back to my home by courier after the service process, I saw that the shipping box was severely torn and damaged. Before opening the package or using the product, I immediately contacted Dyson, shared photos of the damaged package, and had a video call with customer service. During this call, Dyson representatives also confirmed that the package was visibly damaged. I did not use the product after receiving it. However, when I later opened the package, I realized that the vacuum cleaner’s tube was dented, bent, and physically damaged. I reported this situation to Dyson without delay. Despite the obvious damage that occurred during the return delivery and the fact that I had already reported the damaged packaging before opening the box, I was informed by Dyson customer service on 05.10.2026 that the damage did not prevent the product from working and that they would not take any further action. I do not accept receiving a product in this condition, even if it can technically function. The product was returned to me with visible physical damage, and there is clear evidence that the packaging was damaged during delivery and that I informed Dyson about this before opening the box. In addition, I have multiple clear photos showing both the torn and damaged Dyson V15s Detect Submarine box and the visibly bent and dented tube, which I am attaching to support my complaint. I request that my Dyson V15s Detect Submarine be replaced with a brand-new, undamaged and defect-free equivalent product. If a replacement is not possible, I request a full refund of the purchase price and appropriate compensation for the inconvenience and loss of time I have experienced. I also request that Dyson’s service records, courier and delivery records, customer service logs, and the recording of the video call where the damaged package was confirmed be examined and taken into account in the evaluation of my complaint.