Bosch – Bad customer satisfaction on broken washing machine

I purchased a Bosch WGA252Z0TR washing machine on December 21, 2024, in Bursa in Turkiye, and I have been using it for only 7.5 months. Two days ago, after the washing program finished and the machine turned off, I noticed that it continued to take in water. In response to the issue, I contacted Bosch customer service the same day. They informed me that a service technician would be sent under warranty. However, the next day, your technician did not come to my home to diagnose the problem. Instead, I was informed by phone that there was a fault in the machine's valve part, that they did not have the spare part in stock, and that an order would be placed. I was also told by phone that the spare part would arrive in one day.
I informed them that until the part replacement, the machine would continue to take in water, and during this one-day waiting period, there could be a risk of damage due to water overflowing. However, they assured me that there would be no problem and that the machine would stop taking in water once it reached a certain level. When I insisted on whether there would be a risk of flooding the house if the machine was left running and I was not at home, they again assured me by phone that there would be no problem. (These conversations with the service are recorded.) I also stated that since a Bosch dryer is installed on top of the washing machine, we could not turn off the water valve. During installation, we were strictly told not to move the machine and that any issues arising from moving it would void the warranty, so I did not pull the machine out to access the valve.
Contrary to what your Bosch service employee stated, the machine continued to take in water on the same day, and at midnight, the water inside overflowed by forcing open the door, spilling water outside the machine. As a result, the area under the machine and the entire bathroom were flooded. Bosch customer service suggested resolving the issue by replacing the faulty part.
I requested written assurance from Bosch customer service that, due to the flooding caused by incorrect guidance from your service employee, the water exposure under the machine would not affect the corrosion resistance or functional durability of any parts of the machine (especially all visual and functional parts in contact with water during this Bosch-originated overflow issue), and that no problems would arise in the machine due to this issue. However, I was informed that no such written statement could be provided. In this non-user-caused case, it is clear that the metal parts of the machine exposed to water will be adversely affected over time and that the lifespan of the parts will decrease.
Additionally, I requested written assurance that no issues would arise in the locking mechanism of the machine door due to the water filling and forced opening of the door, resulting in water spilling outside the machine, but this request was also left unanswered. The product’s warranty period is still valid. I kindly request that my grievance be resolved and that my request for a product replacement, rather than just a part replacement, be taken into consideration.
Furthermore, I request a written response on how my grievances will be addressed regarding the following issues:
• After the problem occurred, a fault report was immediately created in the system. The next day, the service came to my home without diagnosing the fault and ordered the part, and water continued to flow for about 36 hours without turning off the valve. How will the costs incurred from the water damage caused by the machine and the service be compensated?
• What kind of guarantee will Bosch provide for corrosion-related faults that may arise in the short or long term due to water entering under the machine?
• Will you extend your warranty coverage for parts that may be damaged under the machine after the warranty period ends?
If your service had not given incorrect guidance, I would have accepted only a part replacement. However, due to the problems caused by the incorrect guidance, I request that my grievance be resolved by providing a replacement product instead of just a part replacement. Otherwise, I would like to state that I will escalate this issue to all relevant authorities and pursue all my rights to remedy the grievance caused by your service's incorrect guidance.