Dyson Airstrait Stopped Working After One Week - Missing Mat Issue
On September 19, 2025, I purchased a Dyson Airstrait. At the time of purchase, I was told I had the right to return or exchange the product within 14 days. After I started using it, I noticed an issue where the device wouldn’t stop operating when I released the press. I reported this problem to Dyson via WhatsApp, and we had a video call. However, I was told that since I bought it from a store, I wasn’t eligible for a return or exchange and had to send it to the service center first. I sent the device to service with all its packaging, including the mat. The service team later informed me that there was no problem with the device and sent it back, but when it arrived, the mat was missing. When I asked about it, they claimed it wasn’t included in the package, leaving me at a loss. Now, the device doesn’t work at all—it won’t even turn on—and I can’t use it. I’ve faced significant inconvenience both from sending it to service and now being unable to use it. It’s disappointing to experience such issues in such a short time with a Dyson product I trusted. The product costs ₺22,999, and I don’t want to deal with repeated malfunctions and service processes for a new device. When I contacted Dyson customer service again, they asked me to send it to service once more, but I absolutely do not want a repair. I request a refund, and if that’s not possible, I’ll accept a replacement—but under no circumstances do I want a repair. I’m waiting to see how Dyson will resolve my issue.
Progress
On September 19, 2025, I bought a Dyson Airstrait from the Izmir Optimum store. When purchasing, I was specifically told that I had the right to return or exchange the product within 14 days. However, in the first week of using the product, I noticed a problem where the device did not stop when I stopped pressing, and I immediately requested a return or exchange. But my request was not accepted; I was told that I had to send the product to the service center first.
I contacted Dyson via WhatsApp and we had a video call. I sent the product, which was only one week old, to the service center with all its packaging, including the mat. In the message from the service center, it was stated that there was no problem with the device and my product was sent back to me. However, when the product arrived, the mat was missing. When I asked about the mat, I was told it was not included when I sent it, and I was victimized in this matter.
Currently, the device does not work at all, it does not turn on and I cannot use it. I am experiencing serious victimization both because I sent the device to the service center and because I cannot use it now. It is very disappointing to experience such problems in such a short time with a product I bought trusting Dyson. The product costs 22,999 TL and I do not want to deal with constant malfunctions and service processes with such a new device.
When I contacted Dyson customer service again, I was once again asked to send it to the service center, but I absolutely do not want a repair. I am requesting a return; if a return is not possible, I can accept an exchange, but I absolutely do not want a repair. I request that my grievance be resolved as soon as possible.
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