On October 1, 2025, I purchased an Oppo Reno 14F 5G (12/256 Opal Blue) smartphone from Media Markt Hilltown AVM, Karşıyaka, İzmir. Just a few hours after unboxing the device, I began experiencing serious issues — the front camera stopped working, the rear camera froze, and the phone frequently lagged and froze during normal use. I believe this product qualifies as a “defective good” under Law No. 6502 on Consumer Protection.
I requested a return within 24 hours of purchase, but the store staff insisted that I must send the phone to the service center first. During the sales process, I was specifically told that if I purchased insurance, I could return the product immediately or receive a replacement phone in case of any issue. However, despite having active insurance, they claimed there was no replacement phone available and that a refund would only be considered after receiving a technical report. I presented both my invoice and warranty documents at the store.
The phone has continued to malfunction from day one, and the promises made at the time of sale were not honored, violating my consumer rights.
I am requesting the immediate return of the product and a full refund, as well as a formal explanation for why the “replacement device under insurance” commitment was not fulfilled. Otherwise, I will file a complaint with the Consumer Arbitration Committee and relevant authorities.
I expect my issue to be resolved urgently and in accordance with my legal rights.
On October 2, 2025, I purchased an Oppo device from the Media Markt store at İzmir Karşıyaka Hilltown Mall, paying 26,999 TL. About 1-2 hours after buying the device, I noticed that both the front and rear cameras were not working. In less than 24 hours, at 1:00 PM on October 3, 2025, I took the device back to the store where I bought it.
The store officials received the device to send it to technical service. However, I do not want a device that malfunctioned in such a short time and was hardly used to be repaired. I request that the product be replaced with a new one or that I receive a refund. My device is under warranty and I completed the payment in full.
I kindly request that this grievance be resolved as soon as possible and that my refund be processed.
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