Samsung Galaxy S25 Ultra Repaired With Crack Unapproved Parts Replacement

I have been experiencing an ongoing and unresolved issue with a Samsung Galaxy S25 Ultra mobile phone belonging to our company, which was purchased for approximately ₺101,499 in a single payment. Due to problems with the device, we sent it to your service through the Teknosa store, and since more than 6 months had passed, we were informed that only a repair would be carried out instead of a replacement, which we respected. However, when we received the device after the repair and opened it inside the Teknosa store, we noticed a crack on the back cover of the phone. We immediately sent the device back to your service again through Teknosa, clearly stating that we were requesting either a replacement of the device or a refund, since it was obvious that a proper and standard-compliant repair had not been carried out and that a device with a cracked back cover could not be considered as correctly delivered to the customer. The first service process was carried out under the service record number 4291441175 and the second under 4291642351. While we were expecting clear information from the Samsung solution center and BDH service regarding the process, we instead received a call only from the Teknosa store telling us that our device had arrived. In the following period, despite our many calls with the Samsung solution center and BDH service, we were repeatedly told that “the process is ongoing”. Later, when we examined the situation in more detail, we found out that the back cover of the device had been replaced at the service without informing us and without obtaining our approval, and that this was not even stated properly on the service form. As a user, I find it completely unacceptable that a transaction is carried out without my knowledge and consent, and that an attempt is made to correct a mistake originating from the service by putting the burden on the user. All these repairs and part replacements were carried out under warranty, yet despite this, the way the process has been managed, the lack of clear information, and the fact that a device that has undergone such intensive part replacement is still presented to us as a properly repaired and problem-free product clearly show that this is not a healthy repair and does not comply with brand quality and after-sales customer satisfaction. For these reasons, I request that the device be replaced with a new Samsung Galaxy S25 Ultra or, if this is not possible, that a full refund of the amount