Grundig Coffee Machine Does Not Produce Foam

I purchased the Grundig TCM 7061 Bio Turkish Coffee Machine on April 10, 2025 via Trendyol. From day one, the machine fails to produce proper foam when brewing single cups. The coffee comes out with a burnt-like taste, no real foam, and poor overall quality. I initially submitted my complaint through the official channels and was contacted by Grundig customer service. They promised to direct the issue to technical service. However, without even visiting my home, the service team marked the complaint as resolved. I called customer service again. They insisted that the only way to proceed is to get approval from the service team, and that no other resolution is possible unless the service confirms the problem. Later, they wanted to collect the machine again. However, on the previous occasion, the coffee pots (cezve) were returned scratched. So I refused to hand it over again and told them I would bring it myself. But as a mother of a small baby, going to the service center is extremely difficult for me—and frankly, I know by now that nothing will change even if I go. During the previous in-person test, we brewed single cups of coffee, and the machine created a thin, light-colored foam that looked more like dish soap bubbles than authentic Turkish coffee foam. I clearly pointed out: “This is not foam. This is boiled water residue.” But the service staff insisted: “Yes, this is foam.” So essentially, I’m being told that what I see and taste is not a problem. They expect me to accept this as normal. This approach is disrespectful to my experience, my time, and my intelligence. Let me ask: • How can a service team close a complaint without inspection? • Why is foam quality being redefined so loosely? • Am I, the consumer, expected to silently accept a faulty product just because a technician disagrees? • Why won’t the company send someone to test the machine in my home, using my coffee and my cups, under realistic conditions? All I want is a working product that makes proper Turkish coffee. This machine does not. Instead of a solution, I’m met with bureaucratic walls and technical denial. I expect Grundig to take responsibility and either replace or refund this product. If no resolution is offered, I will escalate the matter to the Consumer Arbitration Board with full documentation including videos and service interactions.