Nespresso Vertuo Creatista Service Damage - Unresolved Heating Issue

In May 2024 I purchased a Nespresso Vertuo Creatista machine, which at that time was cheaper than the Creatista Pro model. Since the date of purchase I have been constantly dealing with problems related to this device. In September 2025 I sent the machine to Nespresso service due to a water heating problem. Before handing the product over, I took detailed photos and videos of the machine. Despite this, the machine was returned to me without the heating problem being resolved, and moreover it came back with scratches and dents that were not present when I sent it in. I have documents in the form of photos and videos showing the condition of the product before service, and it is clear that the damage occurred during or after the service process. I applied to the Consumer Arbitration Committee, but since they did not evaluate the issue as a missing part, my application did not result as I expected. Now I am preparing to apply to the Consumer Court next week to assert my rights. During this whole process I have called Nespresso customer service many times, but due to the lack of knowledge and interest of the staff I spoke to, I have not been able to get any solution, and I have been left as an aggrieved customer despite the brand’s so‑called corporate identity. As a consumer who paid a high price for the Vertuo Creatista model, I request a full refund of the amount I paid together with statutory interest for the period I could not use the product. If this is not accepted, I request that my current damaged Vertuo Creatista be replaced with a new, undamaged Creatista Pro model, which was more expensive than my device at the time of purchase. I kindly ask that my complaint be urgently examined, that the damage caused during the service process be acknowledged, and that my grievance be resolved without the need for further legal action.