Fakir Range Home Steam Cleaner Defective and Replacement Denied

On Friday, 17 April 2026, I purchased a Fakir Range Home steam cleaner for ₺4,200 from the Sinop Aşiyan BİM store as part of a campaign. When I assembled and tried the product over the weekend, I noticed that one of the extension pipes was cracked. On 20 April, I took the device back to the BİM store, reported that it was damaged and requested a replacement. In the store, I was told that they did not have the same product in stock, nor in any branch in the region, and that if I wished, they could send it to the service so that the damaged part could be replaced. I left the device in the store. After a few contacts with the store and the service, on 5 May I received a message from Fakir service stating that the process had been initiated. Afterwards, I called the service many times and was told each time that the part was being awaited and would arrive within a few days, but there was no actual progress. On 1 June, I was informed that the product would be replaced and a new one would be delivered because the part could not be supplied. On 8 June, I was called by the service and was told that the damaged part could not be found, that they did not have a new product of the same model, and that they could only offer me another Fakir model if I paid a ₺3,000 price difference, and that otherwise they would only issue a refund. When I objected to this, I was told to call Fakir customer services. When I reached customer services, they similarly stated that they could only offer a higher model if I paid ₺3,000 extra, that the head office had decided to issue a refund and that they could not act outside this decision. I clearly stated that under the relevant legal provisions, if the spare part cannot be supplied within 20 working days, the same product must be provided, or if that is not possible, a higher model must be provided without any extra charge; that it has been about one and a half months since I bought the product; that I have not been provided with any replacement device during this period; and that all devices have become more expensive during this time, which has left me aggrieved. Despite this, I was not allowed to speak to the head office and my request was not met. I have the receipt for the purchase and the service process. I request that, in accordance with the law, the same Fakir Range Home steam cleaner be supplied to me, and if this is not possible, that a higher model be provided to me without any additional charge, and that the victimization I have experienced due to the prolonged process and lack of replacement device be remedied.