Request For Device Replacement or Refund – Realme 11 Pro+ 5G
On January 21, 2024, I purchased a Realme 11 Pro+ 5G device from Media Markt Marmara Forum Mall, İstanbul, Turkey for ₺18,050. For the past seven months, the device has been experiencing serious malfunctions. It occasionally resets itself, deletes all data, displays error screens, and restarts automatically. In addition, the fingerprint sensor does not work. I have taken the device to the KVK Service Center, a total of four times regarding these issues. The motherboard was replaced twice and the screen once. Each time, I was informed that the problem had been resolved, yet the same issues continued to occur. It is also impossible to contact KVK by phone as they do not have a reachable customer service number. Approximately 1.5–2 months ago, I contacted Realme Turkey customer service, and I was told that I could request a device replacement. Due to health issues, I was only able to visit the KVK service center again today to submit my replacement request. Before delivering the device, I called Realme customer service once more and was informed that, since the device had been sent in for repair four times for the same issue, my replacement request would be approved. However, after handing in the device and calling again, I was told that there was no stock available, that a replacement could not be made, and that no upgrade to a higher model would be possible. Instead, I was offered a refund based on the device’s original purchase price from two years ago, which does not reflect the current market value due to inflation and economic conditions. My primary request is a device replacement. If that is not possible, I request a replacement with an upper or equivalent model. If neither option is available, I kindly ask for a refund based on the current market value of the device. I respectfully request that my issue be resolved as soon as possible.
Progress
In January 2024, I purchased a Realme 11 Pro+ 5G phone from the Media Markt Marmara Forum Mall branch, paying 18,050 TRY on invoice in the name of Sibel Ertik Doğan. Since July 2025, the device has started experiencing a self‑reboot issue, and this problem has persisted for about seven months.
During this period, my phone has been taken to the KVK Bakırköy Istanbul service center under warranty six times. Including the record number 2502378525, each visit resulted in the replacement of many components such as the motherboard, screen, and battery, yet the problem was never permanently resolved. Now, for the seventh time, the same service center indicates that the motherboard will be replaced again. In other words, despite the same fault recurring seven times within the warranty period, a definitive solution has still not been provided.
I have repeatedly contacted Realme demanding that the device be replaced with a brand‑new one or that a refund be issued, but these requests were denied and I was told only to return the device to the KVK service again. The continual replacement of parts while the same issue persists has become intolerable in terms of both time and hardship.
Because the same defect has recurred seven times during the warranty without a lasting solution, I request that my Realme 11 Pro+ 5G be replaced with a brand‑new unit.
They did not solve my problem.
They still haven't responded or taken action regarding my complaint.
I received my phone back from KVK today, supposedly fixed, for the fourth time. There is still a problem, the technical service is checking it again, and I have been waiting for three hours. Realme is not helping at all; they suggest I take it back to the service center for repair. They do not accept my request for a device replacement, which is my legal right. They tell me to apply to the Consumer Arbitration Committee. Never again Realme, I definitely do not recommend it.
Realme, never ever again.
Today, April 10, 2026, the phone still has a self‑reboot issue. It's truly an unbelievable situation. It has gone for warranty repair a total of seven times: the motherboard was replaced three times, the screen four times, and other parts were also replaced in between. My repeated requests for device replacement or a refund have been rejected by Realme. Meanwhile, I corresponded many times with Realme in China, and each time they told me that the final decision‑making authority regarding my requests was Realme Turkey. However, later I learned from a senior official in Turkey that even for device replacement or refund requests made in Turkey, the final decision‑making authority is the headquarters in China. When I asked the Chinese headquarters why they lied to me, I received no answer. On February 4, 2026, I applied to the Consumer Arbitration Board, and despite more than two months passing, there is still no result. My application status still reads that a response from the company is awaited. The Consumer Arbitration Board process being this slow is unacceptable. In short, unfortunately, even when the consumer is right in Turkey, they are not protected. If they could be protected, Realme would not dare to keep me waiting for months so easily.
They refused to comply with the consumer arbitration board's decision in my favor. I had to go to the enforcement office and deal with a lot of hassle. You have to pay money for the application, and the other expenses are just the icing on the cake. And they shamelessly filed a lawsuit against the Consumer Court.
They didn't comply with the Consumer Arbitration Board's decision, so I had to go to the courthouse and start enforcement proceedings at the enforcement office. Fees are charged for this process. In addition, there are other expenses as well. The importer also filed a counter lawsuit and halted my enforcement request. Look at what they did over a phone! Unfortunately, consumer rights in Turkey are not protected as they should be. Sadly, the Consumer Arbitration Board's work is just a sham; companies don't follow their rulings and treat consumers like they're playing with toys :)
