Vivo Refused to Replace My Overheating and Cracked V40 Phone Under Warranty
On November 23, we bought a Vivo V40 model phone worth ₺30,000, which my father and I have been using together. From the very first day, the phone overheated excessively and lagged severely. Shortly after purchasing it, I returned to the store. The staff kindly made some adjustments, but the overheating and lagging issues remained unchanged. I then took the phone to the service center, where it was reset and sent back to me. Later, while attaching a camera protector and removing the case, I noticed that the back cover had cracked due to the extreme heat. I immediately returned it and, since it had been less than six months, requested a replacement or refund. However, they said it first had to be sent to the service center, which needed to prepare a report and approve the request. I agreed, and the phone was sent for service. While it was there, they demanded a repair fee of ₺3,790—even though it’s been less than six months and the warranty is still valid. I went to retrieve the phone, only to find that the report claimed my refund/replacement request was rejected and the back cover crack was considered user error. I also contacted Vivo’s live support, but they stated that a certain level of heating was normal. However, the phone gets excessively hot—noticeably so even through the case. Despite explaining this, I received no support. I had no part in causing this damage and request compensation for my loss.
