Samsung VR7700BM Robot Vacuum Gives Error, No Exchange Offered

Hello! I purchased the Samsung robot vacuum model VR3MB77312KITR VR7700BM from Media Markt. After about 3 months, the robot began to give a wheel jam warning when it was on a flat surface. I took it to the service center the next day. They examined my device and took photos and videos. 'I took a photo of the device error code and recorded a video of the malfunction during operation,' the technician said because the problem persisted. They will contact you to arrange for an exchange, and the device will be replaced within a week.' He handed me a replacement document, which I filled out and signed. I took my broken robot and awaited the exchange. After a week, I called the service again, this time expressing my desire for information. They were told to notify Samsung of the situation, but Samsung refused to replace it. Even today, when they asked for another replacement, they were told to contact Samsung's replacement department. I contacted Samsung and informed them that I expected a call from them regarding this matter within the day. No one, however, called. They made a record, but no one returned my call. While the technical support sees the error code and determines that the device must be replaced, Samsung remains unresponsive, and the process continues. They appear to be making contradictory statements. I will keep an eye on this situation until it is resolved. If the replacement does not occur as indicated by your technical service, I will contact the Consumer Court immediately.