Roborock Saros 20 Scratched Severely Within One Week Of Use

On 29.04.2026, I purchased a Roborock Saros 20 robot vacuum cleaner from MediaMarkt İzmit. Although the device performed its own mapping and was used normally, within 5–6 days the entire upper surface of the robot became visibly and deeply scratched. The product, which is supposed to be in the premium segment, now looks as if it has been used for 2 years after less than a week of use. Because I trusted the quality of its sensors, software, and general build, I specifically chose this higher-priced model. The salesperson also told me that the device would not get easily scratched and only talked about its advantages, without mentioning any such negative aspect. Despite this, within 6 days serious cosmetic damage appeared, which I do not consider to be user error. On the 6th day, I took the device back to MediaMarkt, and they sent it to Roborock service. The service replied that the issue was only “cosmetic scratches” and therefore neither replaced the product nor refunded my money. I do not accept that a product in this price and segment, costing around ₺90,000, is scratched to this extent within such a short time and that this is dismissed as merely a cosmetic issue. In my opinion, this is a defective product in terms of quality. I request that my Roborock Saros 20, which became severely scratched in less than a week under normal and careful use, be replaced with a new one or that my full payment be refunded. If my grievance is not resolved, I state that I will apply to the Consumer Arbitration Committee to pursue my rights.