Defective Samsung 12,000 BTU Wall-mounted Split Air Conditioner

I purchased a 12,000 BTU wall-mounted Split Air Conditioner from a Samsung Turkey seller via GittiGidiyor on December 5, 2021. On July 10, 2023, the air conditioner failed, and I contacted customer service for assistance, but no one returned my call. I called again on July 11 to report the lack of response. They created a new call record and initiated a service request, but my faulty air conditioner hasn't been attended to by any technician since July 10, and I haven't received any follow-up calls. Every time I contact customer service, they simply forward my complaint to their superiors without taking any action. Isn't Samsung Turkey responsible for the products they guarantee? Do we have to go to court to assert our rights? It's been 16 days, and I still don't know what happened to my faulty air conditioner.