Hoover H-DRY 300 Dryer Door Seal Torn - Water Leaking Issue

The rubber seal on the door of my Hoover H-DRY 300 dryer tore, causing water to leak from the bottom of the machine. I noticed the issue on October 18 and called Hoover customer service at 0 850 811 12 90. A service team was then assigned, and on October 20, I was asked to send photos of the affected parts via WhatsApp, which I did the same day. The service later informed me that the factory claimed the damage was due to user error but said they would contact the factory again for clarification. Despite calling multiple times, I have not received any positive or negative response for nearly a month, and my issue remains unresolved. It does not make sense to me that the door seal could tear due to user error. I request customer satisfaction to be ensured and the door seal of my machine to be replaced free of charge as soon as possible.