Roborock Saros 10 Defect Leads to Refund Dispute Instead of Replacement

I purchased my Roborock Saros 10 vacuum cleaner from the Teknosa store at Antalya Özdilek Mall on November 5, 2025, for $1,282 and also purchased an additional 3-year extended warranty. The device’s FlexiArm mechanism stopped extending when it reached the edges of walls, and it subsequently became stuck inside the brush, causing it to stop working completely. I therefore returned the product to Teknosa on August 24, 2026, so that it could be sent to the authorized service center. The authorized service center informed me that the product had a hardware failure and that, because it could not be repaired, I would be issued a refund. However, I clearly and repeatedly stated that I did not accept a refund and that I wanted the product to be replaced with a new one, but my request was ignored. For approximately four weeks, I was repeatedly told that “a senior representative will contact you,” and I was continually delayed without receiving a resolution. When I called again and insisted on getting an update, I was then told that the brush motor was defective, that the replacement part was not in stock, and that the repair could not be completed until a shipment arrived from China. However, I was given no clear information about when the shipment would arrive. I was also told that a replacement product could not be sent because the product was “out of stock.” I originally purchased this product for $1,282, but I now see that the same model costs approximately $1,531. With the refund offered, I cannot purchase the same product again and would suffer a loss of approximately $250. When I personally spoke with Teknosa, I was explicitly told that the product could be replaced with a new one if the authorized service center issued a replacement report. Despite this, the authorized service center did not issue the required report, continued to delay me throughout the process, and ultimately attempted to close the case by issuing a refund without my approval or request. I repeatedly stated that I did not want a refund, and I do not accept a refund being issued without my knowledge or consent. Being made to wait for weeks, receiving no clear information, and having my explicit request ignored has caused me significant inconvenience and loss. My request is for my Roborock Saros 10 to be replaced with a brand-new unit of the same model under the amount I originally paid and the extended warranty, and for the inconvenience and financial loss I have experienced to be remedied.