ViewSonic Premium Warranty Delay Leaves Customer Waiting for Replacement Monitor

I purchased a ViewSonic VX2728J model monitor on December 15, 2024, via Hepsiburada, featuring a 2-year standard warranty and covered under Premium Warranty terms. I used the monitor for approximately one and a half years without any issues. However, about two weeks ago, horizontal lines covered the entire screen, rendering the monitor completely unusable.

I sent the device to the authorized KVK service center, where I was informed that it suffered from a panel failure and that a replacement was approved. Since July 18, the status in KVK's system has been listed as "awaiting swap device." Additionally, KVK mistakenly documented my 180Hz monitor as a 165Hz model. I contacted ViewSonic via email to point out this refresh rate error and explicitly emphasized that I requested a product replacement rather than a monetary refund. I was told they would contact me the following day regarding the replacement unit, but no one followed up.

When I inquired again, I was told that my replacement request had been logged, but because the item was out of stock, they would contact me later. Since July 23, ViewSonic has offered no updates or solutions. Furthermore, despite my product being under Premium Warranty, they are not sending an equivalent or higher-tier model citing stock unavailability, leaving the process indefinitely stalled. Why does Premium Warranty even exist then? Why did I purchase a product with Premium Warranty if I still have to wait out 20 business days?

In accordance with my rights under standard and Premium Warranty terms, I demand that my unit be replaced with an equivalent or higher-specification monitor—even if the exact model is out of stock—and that a clear resolution be provided without further delays.