I purchased a Logitech G735 headset from Media Markt, and it broke due to a non-user-related issue. I went to the Denizli Media Markt store to send it for repair, and it reached Logitech’s service center. Later, I was informed that they couldn't replace the product due to stock shortages and that Media Markt should provide a new one. However, Media Markt also didn’t have the product in stock, and they offered me a refund of ₺5,339, which was the original purchase price.
We declined the refund, asking for the necessary documents to take the issue to the Consumer Arbitration Committee. The employee, E****, mentioned that the item might be available in Konya or Bursa stores and asked us to wait 15 minutes while she checked. After waiting, she couldn’t provide a clear answer and asked us to leave, promising a callback once she received more information.
A day passed with no response, so we returned to the store, only to be told by another employee that 1 day was too short for a follow-up and that checking whether the product is on display or not takes time. How difficult can it be to check a product’s availability? If I were to buy this headset now, I’d have to pay at least ₺2,000 more on other websites.
Yesterday, E**** mentioned offering a discount on another product if the headset wasn’t in stock, but today, a different employee told me that offering a discount wasn't possible. I feel stuck with no proper solution for my broken product. As far as I know, if I refuse a refund, they are supposed to provide a replacement or an equivalent product. We are solution-oriented, but we aren’t receiving the same approach from the store. Why doesn’t this brand stand by its own products?
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