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.
Progress
On 10.02.2026 I purchased an Oppo A5 4G Mist White model phone with product code 1248979 from Media Markt Haramidere Beylikdüzü store. Shortly after, the phone's battery swelled, causing a bomb-like situation and rendering the product unusable.
Therefore, on 17.07.2026 I approached the same store to submit a refund request and ensured the necessary process was initiated. I was told that the review process would be completed within a maximum of 25 business days. However, after 16 business days had passed since my application, I was contacted by the insurance company contracted by Media Markt, who told me I needed to wait an additional 30 business days for the process to be completed.
During the conversation, it was first stated that the product was beyond repair, and then immediately it was said that additional time was required because parts needed to be sourced. These contradictory statements clearly demonstrate the inconsistent and unprofessional approach of both the insurance company and Media Markt in managing the process.
Although the fault in the product occurred completely outside of my control, the continuous delays are increasing my hardship day by day. As I clearly indicated in the application form, my request is not for repair of the product but for the prompt initiation and completion of the refund process.
To prevent further prolongation of my hardship, I request that, within the legal timeframes, my refund request be evaluated and concluded without delay, and that the purchase price of the product be refunded to me.
