Vestel Refused to Repair or Replace My S8500 Vacuum and Forced an Unwanted Model

I submitted my Vestel Yıldız S8500 rechargeable vacuum cleaner to the authorized service center on November 18, 2024, as it was not working, for a fault diagnosis. I was told the issue was with the battery and that they would inspect it and get back to me. On November 20, 2024, I received a message stating that I would be contacted for a replacement with a new product. On the same day, Vestel customer service called my husband, informing him that the Vestel Yıldız S8500 was not in stock and that they could send the supposedly "two models higher" Vestel S65 M rechargeable vacuum cleaner instead. They even sent an image via WhatsApp. Since my husband is not familiar with vacuum cleaners, he accepted based on what he were told. However, as I am the legal owner and primary user of the vacuum, my husband informed me of this decision 15 minutes later when he arrived home. As soon as I saw the proposed product, I did not accept it. My husband immediately tried calling the number back but could not connect. They then contacted another Vestel customer service number and registered a complaint.

The next day, he called again and created another complaint, clearly stating that we do not accept the proposed product. We requested either the repair or an exact replacement of our original product. Over five days, we created five separate complaints, but all were ignored. We then received a message saying the proposed product had been sent to the service center. Shortly after, the service center called to ask when we would come to collect it. We informed them that we would not pick up the product, reiterated that we had made five complaints about this issue, and contacted customer service again to create another record. A day later, the same customer service representative called and questioned why we would not accept the product. They claimed it was two models higher and said we should look at its price. They also mentioned that, under normal circumstances, the proposed product was priced the same as our current product, but due to a current promotion, there was a ₺4000 price difference. We refused once again, repeated our reasoning, and ended the call. Finally, today, November 27, 2024, they directly told me that I had no option but to accept the product and that no other product or my repaired original item would be delivered. I firmly stated that I do not accept the product and will proceed with filing a formal complaint. I am documenting this complaint to serve as evidence and a draft for submission to the necessary legal authorities.