About one and a half years ago, I purchased a Roborock Q Revo 8 robot vacuum through Vatan Bilgisayar’s website. I did not start using the product immediately after purchase; however, within the first 15 days of use, the device malfunctioned with a system error. Since that day, I have sent the product to service multiple times due to the same issue. Despite being serviced 5–6 times, the problem has never been permanently resolved. Each time, the product was returned as “repaired,” but it repeatedly failed again with the same error, forcing me to go through the service process over and over.
With customer service form number 70MS0045249, I was informed that my product is still being handled by the authorized service. However, for nearly two years, I have not been able to use the product properly. During this time, I have lost a significant amount of time, been repeatedly delayed, and experienced serious frustration.
I initially applied for a replacement, but I was later informed that a refund decision had been made. I do not accept a refund because the current market price of the product is nearly double what I originally paid. If I accept a refund, it will no longer be possible for me to purchase a similar product with the same features, meaning I would effectively lose access to a product I genuinely need. Additionally, I was unable to benefit from the product during this entire period, and the value of the money I paid has decreased due to inflation.
Vatan Bilgisayar stated that they no longer have the same model in stock and are trying to close the case with a refund. However, if the same model is unavailable, the correct solution should be to replace it with a similar or upgraded model with equivalent features. Offering only a refund based on the original invoice amount is not a fair or customer-oriented resolution.
Instead of simplifying the process and focusing on customer satisfaction, this prolonged and dismissive approach has left me extremely frustrated and disappointed. Therefore, I request that my defective Roborock Q Revo 8 vacuum— which has repeatedly malfunctioned— be replaced with a new device of the same segment or a comparable upgraded model, taking current stock availability into account. I also request that this matter be resolved quickly and definitively without further delay. Otherwise, I will proceed with the necessary legal actions to protect my rights.
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