Viomi V5 Pro Replacement Approved But Still Not Sent After Warranty Claim

I purchased a Viomi V5 Pro robot vacuum, and only about 20 days after purchase, the device started making a loud, abnormal noise while operating. Because of this, I delivered it to the Sinop Merkez authorized service center on April 21.

The service team confirmed the issue and informed me that the device replacement had been approved under warranty. However, since that date, no replacement unit has been delivered to me, and I have been left without a product for months.

In the meantime, I contacted customer service at least 10 different times, and each time I was told that “the replacement has been approved and the product will be shipped.” Despite these reassurances, nothing has been sent, and recently, my calls are no longer being answered.

The vacuum is still under warranty, and I was not asked for any additional fees or documents. My order number is 2795923691.

I demand that Viomi immediately send me the replacement device as previously promised. If they cannot provide a replacement, I expect a full refund at the current sales price of the product. Leaving customers waiting indefinitely after approving a replacement is unacceptable, and I request that my grievance be resolved as quickly as possible.