MediaMarkt Delayed My Oppo A5 Insurance Repair for Weeks

I received an Oppo A5 smartphone as a gift from MediaMarkt in February 2026. The phone was covered by an extended protection plan. Shortly after I began using it, the device became swollen and the screen started bulging outward. This happened in front of MediaMarkt store employees, who personally witnessed the condition of the phone.

Even though the device was insured and the store staff confirmed the issue themselves, my phone has now been at the service center designated by MediaMarkt for approximately 16 days. The only information I have received is a standard message stating: "Your product is currently at the authorized service center and is waiting to be processed. The urgency of your case has been communicated. As the end user, you may also contact the service center at (0216) 999 77 00. We will notify you as soon as the device is returned to our store." Beyond this automated update, I have received no meaningful information about the status of my device.

I have been unable to reach anyone by phone or through WhatsApp. My calls and messages have gone unanswered. Despite the fact that the swollen phone presented a potential safety risk, I have been left waiting without updates even though the product is covered by insurance. This lack of communication and prolonged delay has caused me significant inconvenience.

I request that the repair or replacement of my phone be completed as a matter of urgency. I also ask to receive a clear written update regarding the current status of my device and that appropriate action be taken to resolve the hardship I have experienced throughout this process.