Roborock S8 Pro Lidar Scratches During Mapping - Warranty Refusal Issue

The Roborock S8 Pro robot vacuum I purchased on November 1 got stuck under its docking base during mapping and couldn’t get out. As the device kept forcing its way out, scratches formed on the lidar cover. To resolve the issue, I first contacted Roborock Europe via email. Their team was extremely helpful, responding to every message within 12 hours and directing me to the Roborock Turkey service center in Istanbul. I forwarded all correspondence to Roborock Turkey, but received no reply for three days. I then reached out via WhatsApp, where I also received very short, insufficient, and delayed responses. In the end, the technical service stated: “The product was scratched during use; it is not covered by the warranty. We can replace the lidar cover for a fee.” My message to Roborock Turkey and the brand is this: You were not helpful at all; this approach does not suit the brand. While other brands even offer product replacements under customer satisfaction policies, you distance customers by hiding behind procedures. The scratches on the product, right on the brand logo area, create a visible defect and damage your brand image as well. As a consumer expecting professionalism and corporate support, the responses and attitude I received were disappointing. You made me reconsider choosing your brand again. I am requesting that this issue be repaired free of charge or that the product be replaced while it is still under warranty, or at the very least, that the customer feels valued and that the product is supported.