Viomi A11 Vacuum Stopped Working Suddenly and Service Demanded Excessive Fees

I purchased a Viomi A11 vertical vacuum from Hepsiburada (Order No: 455 921 139). Less than a year after purchase, the device suddenly stopped working. One day it functioned without issue, and the very next day it would not turn on at all. I checked the charger connection, but it did not solve the problem.

Since the product is still under warranty, I sent it to the service center. Shortly after, I received a call from the service team saying the battery was dead and that the repair would cost an unbelievable ₺15,000. This amount is even higher than the price of a brand-new unit. I refused the repair, stating it was unreasonable.

When I asked them to return my product, they then demanded an additional ₺2,000 shipping fee, which is unacceptable. When I mentioned that I would escalate the case to the Consumer Arbitration Committee, they dismissed me with the response: “You can complain wherever you want.”

I demand that Viomi repair my product free of charge under warranty, as the failure occurred well within the warranty period. If they cannot repair it properly, then I expect them to replace the defective unit or issue a refund. Customers should not be subjected to excessive, baseless repair fees or held hostage with extra shipping charges. My consumer rights must be respected, and this problem should be resolved immediately.