Media Markt Refused Refund for Defective Ecovacs Deebot X11 Within 3 Days
I visited the Media Markt Kentpark store with the intention of buying a different brand, but under the strong recommendation of a sales representative—whom I later learned was specifically assigned to promote Ecovacs—I unfortunately purchased an Ecovacs Deebot X11 robot vacuum. After taking the device home on July 26, despite using it for a total of only 49 minutes over its first 3 days, the unit constantly triggered a "side brush tangled" error. Even though the side brush was completely clean with nothing wrapped around it, the device repeatedly threw this error, continually interrupting its cleaning cycle, making it impossible to use properly from day one. I possess screenshots showing consecutive "side brush tangled" error notifications within the app.
Following this issue, on July 29—within the first 3 days of purchase—I returned the product along with its box and all accessories to the Media Markt Kentpark store where I bought it, submitting it with a full refund demand under the scope of defective goods. The store forwarded the device to Ecovacs authorized service. However, the service center ignored this error—which is clearly caused by a software or sensor fault—and issued an unfair report stating "no fault found," shipping the unit back to the store. I am now expected to accept and take back this defective product.
Under the Law No. 6502 on the Protection of Consumers, defects that emerge within the first 6 months of delivery are legally accepted as having existed from the beginning, and the choice of statutory remedies—including a full refund—belongs strictly to the consumer. I hold video recordings and app screenshots proving that the device displays this fault, and I categorically reject the service center's inadequate inspection and misleading report. It is completely unacceptable for two major brands like Ecovacs and Media Markt to subject a consumer to such hardship.
I find it deeply unfair that Media Markt Kentpark and Ecovacs have refused my refund request despite this defective condition emerging within the first 3 days. I demand that the product be formally processed as defective goods and that a full refund be issued to me immediately. Otherwise, I explicitly state that I will file an official complaint with the Ministry of Commerce Consumer Arbitration Committee using my video evidence, app logs, and service forms.