Viomi Cordless Vacuum Wrongly Charged Despite Being Under Warranty

I own a Viomi cordless vacuum cleaner, which is still covered by warranty. However, when I sent the product to the service center for repair, I was unexpectedly asked to pay a fee, even though the repair should have been covered under warranty. What frustrates me most is that the charge was applied without my prior consent or approval.

When I contacted customer service to clarify, I was treated with complete indifference. The representative I spoke with, identified as Şeyma Hanım, told me bluntly that I had to pay the fee and then abruptly hung up the phone. Such behavior is both unprofessional and disrespectful.

According to the warranty certificate, the entire device is explicitly stated to be covered under warranty. Therefore, I cannot understand on what grounds the company insists on charging me.

I demand that Viomi provide a valid explanation for why I was charged for a warranty-covered repair. If no legitimate reason can be given, I expect an immediate refund of the fee and for the service to honor the terms of the warranty as stated in the official documents. Customers should not be misled or treated disrespectfully when exercising their legal warranty rights.