Viomi 5 Pro Vacuum Suddenly Broke Down and Service Demanded ₺4350 Despite Warranty

I purchased a Viomi 5 Pro robotic vacuum cleaner and extended its warranty specifically so I could avoid stress in the event of a breakdown. Unfortunately, the device suddenly developed a serious issue: it started moving backward on its own and completely stopped moving forward. I immediately contacted the authorized Viomi service center, and they told me I had to send the product in for inspection.

After sending it, I was shocked to learn that I was being charged ₺4350 for repairs, even though my device is still under warranty. The entire vacuum itself cost ₺8000, so this request makes absolutely no sense. I was also told, “You can apply to consumer rights if you wish, we cannot know how you used the product in your home.” This is extremely dismissive and unhelpful. No one ever explained how the vacuum should be used differently to avoid this problem, and I did not misuse the product in any way.

I am deeply frustrated with both the lack of support and the unfair repair charges. A product that malfunctions on its own should be repaired or replaced under warranty, not blamed on the customer. I request that my vacuum cleaner be repaired free of charge under warranty or that I receive a replacement device immediately.