Dyson Does Not Take Back The Product That Constantly Causes Problems

In March 2024, I purchased a Dyson V12 SV46 vacuum cleaner from a Teknosa store. I have been using the device for about two years and during this period I have encountered the same problem dozens of times. The vacuum constantly stops and fails to work properly, it turns on and off intermittently, and I now believe the product has a chronic, defective structure. Due to the malfunctions I experienced, I had a total of two video calls with Dyson representatives. At the end of these calls, they issued a document stating that the device was eligible for a refund or replacement. However, the serial number of my vacuum was written incorrectly on this document. In the document, my device is listed as SV46 V12 DSABS EU/CH/TR/ZA/MEA SYe/Ir/Nk (448884-01 Satin Yellow/Iron/Nickel), with the serial number 8CX-EU-SMB8152A and Dyson reference number 26647705. When I took this document to the Teknosa store, they told me that they could not process it because the serial number was incorrect, that Dyson had to correct the document, and that they would be able to carry out the replacement if it was corrected. After that, when I contacted Dyson customer service again, they informed me that this document had been sent by mistake and that they could only offer a spare part replacement instead of a refund or product replacement. I do not want to deal with repeated part replacements for a product that constantly causes problems, nor do I want to continue using a problematic device. My clear request is that this faulty device, which has malfunctioned many times, be taken back and that I be given the opportunity, if I wish, to pay the price difference and exchange it for a higher-end model. I expect Dyson and Teknosa to accept responsibility for the initial refund/replacement eligibility document they provided and to resolve my grievance by completing the refund or replacement process for my device as soon as possible.