Tchibo Technical Service Victimization

My Tchibo coffee machine started leaking water from the bottom as soon as I placed capsules in it. I contacted customer service, and they suggested sending the product in for repair via courier or by dropping it off at a store. Apprehensive about sending it myself, I opted to hand-deliver it to the Aqua Florya Tchibo store. The machine I handed over was in impeccable condition, just as it was when I unboxed it. However, the nightmare began when I was slapped with a repair cost nearly equal to the price of a new product. Shocked, I requested to have my machine returned for self-repair. When I went to the store to retrieve it, I couldn't believe my eyes. The product had deep scratches, a broken lamp, an ill-fitting case, lime stains, and numerous hairline scratches. The employee attempted to clean it, but the damages were irreversible. To my dismay, neither Tchibo nor the technical service took responsibility. They proposed replacing the black case with a white one from a second-hand device, which I vehemently rejected. After all, we choose a device's color to suit our homes. Their responses were dismissive, asking, "Do you expect us to provide money or equipment?" I was left in a bind with statements like "Did you bring the product like this?" or "The service didn't accept it," and even, "It might have happened during shipping." Their attitude was to complain wherever I wished, offering no solution. All of this could have been avoided if they had their own technical service, but it was handled by Philips technical service without my knowledge. I assumed it was Tchibo's technical service. I couldn't fathom this situation with a reputable German company. My beloved coffee machine, which I cherished, was returned to me in shambles. If your appliance ever breaks down, you might encounter similar nonsense and frustration. I urge you to take this into account before making a purchase. They do not stand behind their products and services.