False Promises, No Product, No Service: A 3-Week Samsung Nightmare

Since August 29, I have been trying to get my Samsung QE75Q800TA television repaired after the motherboard was damaged, and a service request was created by the technical team for a replacement part. Despite waiting for more than two weeks, the part never arrived, and later I was told it would no longer be sent. Instead, I was offered the option to pay an additional ₺15,200 to exchange the TV for the QE75QN900FTX model. I agreed and made the payment, yet since then I have only been receiving daily messages like “your TV will arrive today” or “it will be delivered tomorrow,” with no actual delivery. I called customer service many times, but I was brushed off and never given a clear answer, leaving me waiting at home for days with empty promises. The delivery dates provided by the technical team were repeatedly postponed without any seriousness, and this lack of transparency and failure to honor commitments has completely destroyed my trust. I feel like I was sold a product that does not exist, and despite making the payment, I have no one to hold accountable. In total, I paid ₺16,200 — ₺1,000 via credit card as a service fee and ₺15,200 via bank transfer for the exchange. The process was tracked under reference numbers 4288436067 and 4288449176, with work order number 4288449107. Although my TV is out of warranty, I expected much better service given the amount I paid and the promises that were made. I kindly request that one of the following actions be taken immediately at my address in Beşiktaş, Istanbul: either repair my original television, deliver the replacement product without further delay, or issue a full refund of all amounts paid. I also expect an official apology and a proper explanation for the inconvenience I have suffered throughout this process.