Vivo Y36 Touchscreen Failure And Misleading Replacement Promise

On February 21, 2024, I purchased a Vivo Y36 phone from Vatan Computer. I had actually gone there to buy a Samsung or Xiaomi, and I had never even heard of Vivo before, but the sales representative convinced me by saying that Vivo was founded 20 years before Xiaomi, that it was a very high-quality brand, and that in case of malfunction the device would not be repaired but replaced one-to-one or upgraded to a higher model. Shortly after buying the phone, I noticed that while typing, letters next to the ones I pressed appeared instead, and over time the touch screen—especially the upper right corner—stopped responding properly. Eventually, the entire screen began malfunctioning, and when the phone became unusable, I had no choice but to send it in for warranty service. I handle all of my daily work on my phone and I work as a night guard at a solar power plant on a mountain, so having a functioning phone is critically important for me. On November 27, 2025, I submitted the device to service through Vatan Computer, and I was informed that the phone was defective, parts would be replaced, and it would be repaired and returned. However, I was persuaded to buy this phone specifically because I was told it would not be repaired but directly replaced—yet now I am being told that this guarantee was only valid for the first six months, which was never mentioned during the sale. Had I known this condition applied only to the first six months, I would never have given up on another brand I had already decided on, especially when its price was nearly the same. Considering my wife has used a Xiaomi phone without any issues for about seven years, the only reason I chose Vivo was the replacement guarantee promised at the time of sale. I therefore believe I was misled with incorrect and incomplete information. I am now being told that the device will be repaired with part replacements and that no exchange will be made. I do not trust a repaired device; under these circumstances, I doubt it will even last half as long as the other brands I mentioned, and in about two months the warranty will expire. For these reasons, I request that my device be replaced with a new one—or, if unavailable, with an upgraded model—instead of being repaired. I expect the promise given at the time of sale to be honored and this grievance, caused by misleading information, to be resolved by Vivo and Vatan Computer.