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Philips Aqua XC7055 Vacuum Cracked Tube And Dirt Falling Back Issue
On August 26, 2025, I purchased the Philips 7000 Series Aqua xc7055/01 cordless upright vacuum from Hepsiburada and have been using it daily inside my home for about 2.5 months. However, within this short period, I began experiencing serious issues with the device. When the vacuum is turned off, it drops the dirt it just collected back onto the carpet. Upon checking, I noticed that the tube was loose and that there were cracks inside. In addition, during every use, the tube pieces detach on their own, and at this point, I cannot use the product at all. After the issue began, I personally took the vacuum to an authorized Philips service center, but I was told the malfunction was due to consumer misuse and that only a paid repair could be done. I did not accept the paid repair and requested documentation, but nothing was provided to me. My product still has 21 months of warranty left, and such severe failures occurring in such a short time is unacceptable. I have the invoice, as well as photos and videos of the defect. I also contacted Hepsiburada customer service, and they only stated that I would receive a written response—yet no response has been given. I request that my product be repaired under warranty or that I receive a refund. If my issue is not resolved, I will proceed with the necessary formal complaints.
Progress
On 26.08.2025, I purchased a Philips 7000 Series Aqua xc7055/01 cordless upright vacuum cleaner via Hepsiburada and have used it regularly every day at home for about 2.5 months. However, I started experiencing serious problems with the product in such a short time. The dirt I vacuumed up started falling back onto the carpet when I turned the device off. Upon inspection, I noticed that the tube was loose, cracks had formed inside, and parts of the tube would detach on their own during each use. I have been unable to use the product at all for about a month now, and I consider it a sign of a defective product that such malfunctions and breakages have occurred in just 2.5 months of use.
After the problem appeared, I personally took the product to the Philips authorized service center. At the service center, I was told that the malfunction was due to user error and that only a paid repair could be offered. I did not accept the paid repair, and despite requesting documentation regarding the issue, I was not given any paperwork. Later, I was called by Philips service and was told that they were calling just to inform me, that since I bought the product through an intermediary company, I should resolve the issue with Hepsiburada, and that the faults I described were considered user error. I do not find it acceptable that they shift the entire warranty, repair, and return process of a product they manufacture onto an intermediary company and do not stand behind the product despite such obvious faults. It is unacceptable that these issues I have experienced while my product still has 21 months of warranty left are considered outside the scope of the warranty. I have the invoice and photos and videos related to the malfunction.
I also contacted Hepsiburada customer service. I was only told that I would receive a written response, but so far I have not received any feedback. Through this platform, I am requesting both Philips and Hepsiburada to accept the return of this product, which I believe to be defective, and to refund my money. Otherwise, I state that I will apply to all relevant authorities within the framework of my legal rights.
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Hello Mr. Yener, Thank you very much for sharing your experience with us. We would like to state that we have thoroughly addressed the issue you mentioned. We will call you as soon as possible to provide the necessary information. Thank you for your interest and understanding. Best regards, Philips Home Appliances 0 850 209 44 09
Hello Mr. Yener, The results of the detailed investigations we conducted regarding the issue you shared have been verbally communicated to you. Thank you for your patience and understanding during this process. If you have any questions or additional requests, please do not hesitate to contact us. Best regards, Philips Home Appliances 0 850 209 44 09
Thank you for calling today. Later, during the conversation with your customer service, they conveyed to me the answer given by the service in exactly the same way, stating that the vacuum cleaner’s dustpan part and the pipe section were considered user error, that the issue of dirt being spilled back onto the carpet would be related to the dustpan, and that any problem with the product should be resolved with the company from which I purchased it, even though the product is their own brand. They said I was only called for informational purposes. Now, this product is 2.5 months old, and I haven't been able to use it for a month because it has been a defective product for a month, and in total, it has only been used for about a month. They make such faulty products, do not accept their mistakes, and tell me to contact the intermediary company and resolve it with them. Even though I reported the malfunction on the Hepsiburada complaint site, they did not get back to me. Now, who am I supposed to deal with?
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