Russell Hobbs Fails to Provide Spare Carafe for Product Under Warranty

I purchased a Russell Hobbs 21700-56 Retro drip coffee maker from Teknosa in January 2025 with a 2-year warranty. Before even one year of use, I brewed coffee, poured it into a cup, and when I placed the carafe on the counter after finishing, the bottom of the glass carafe suddenly detached and shattered. Because it is a glass part, I didn’t want to deal with the warranty assuming it might be labeled “user error,” but the real issue turned out to be not being able to obtain a replacement part.

For more than one month, I have been searching online and through authorized service channels for a replacement carafe, but I have not been able to find one anywhere. In my opinion, if a product that is still under warranty does not have access to a basic spare part like a carafe, this is not the consumer’s responsibility—it is the company’s.

During this process, I contacted both Teknosa and Russell Hobbs. Teknosa stated that they are only the seller and that warranty and spare-part matters belong to the manufacturer. Russell Hobbs directed me to yenile.co for spare parts. When I couldn’t find the part there either, I contacted them via WhatsApp and was told to keep checking the website and that I could purchase the part if it ever became available. I have been checking the site daily for about 20 days, but no stock has been added, and the carafe is still unavailable.

For my coffee maker, which is still under warranty, I am requesting that the broken carafe be provided and sent to me. If this is not possible, I am requesting a replacement of the coffee machine. Selling a product without ensuring the availability of essential spare parts is the manufacturer’s responsibility, and I expect my situation to be resolved promptly.