Fakir RS 760 Robot Vacuum Stuck In Service - No Replacement Given

I bought a Fakir RS 760 robot vacuum cleaner from the n11 website and on 1 November 2025 I delivered the product to the authorised technical service due to a malfunction. Although I handed the product over on that date, I was not given any service or form number at the time. For about the first 7–8 days I kept being put off without any concrete information being shared with me. After my persistent attempts to reach them, I was finally able to establish contact with the service via WhatsApp on 8 November 2025 and was then given the form number 102526211. Since that date, I have been calling the service frequently and sending messages on WhatsApp, but most of the time my messages and calls are not answered and I am not given clear information about the status of my device. Although more than 36 days have passed since I delivered my robot vacuum to the service, no concrete step has been taken for replacement and the process has been left hanging. I initially waited patiently, but after the thirtieth day I clearly requested that my product be replaced with a new one, based on my legal rights. Despite this clear request, my product has still not been replaced and I continue to be without a device. I find it unacceptable that I have been kept waiting for 36–37 days without a clear explanation, and that I have been left victimised and uninformed throughout this process. I request that my Fakir RS 760 robot vacuum with form number 102526211 be replaced immediately with a new product without any further delay. In addition, I expect a clear explanation and an apology for the prolonged delay, lack of information, and the victimisation I have experienced in this period. If this issue is not resolved promptly and satisfactorily, I am considering applying to the relevant official authorities and complaint platforms to pursue my rights.