Dyson V16 Piston Vacuum Cleaner Service And Shipping Complaint

I own a Dyson V16 Piston vacuum cleaner, for which I first reported a malfunction and requested service on 31 March 2026. On 01 April 2026, I handed the device over to Kolay Gelsin Cargo Company for shipment to the Dyson service center. From that date, the product remained in the shipping process for about 10 days, and I could not obtain clear or consistent information about its location. During this period, I was not properly informed, which significantly damaged my trust in the logistics process. Kolay Gelsin cargo company failed to show the necessary due care in the shipment and was unable to provide transparent updates regarding where my product was, despite my attempts to obtain information. At the same time, I repeatedly contacted Dyson customer service, but I did not receive a concrete solution or sufficient support about the status of my vacuum cleaner. This lack of coordination between Dyson and the cargo company has made the process extremely stressful and unreliable for me. Before the product reached the service center, I clearly stated that I would not accept the product and demanded a replacement instead of a repair. Despite this explicit statement, the product was delivered to the service center on 12 April 2026, repair was carried out without informing me or obtaining my approval, and then it was dispatched back to me. The continuation of procedures in this way, despite my clear refusal, has completely undermined my confidence in the service process. I paid 40,000 TRY for this Dyson V16 Piston vacuum cleaner, and considering this price level and my statutory rights, I do not accept that my clearly expressed request for replacement was ignored and that the product was repaired and sent back to me without my consent. The prolonged and uncontrolled shipping process, the lack of proper communication, and the continuation of transactions contrary to my request constitute a serious service failure on the part of both Kolay Gelsin Cargo Company and Dyson. For these reasons, I do not accept the repaired product and request that my device be replaced with a new and defect-free product in line with my statutory rights.