Dyson Gen5 Detect Spare Parts Problem
I bought the Dyson Gen5 on December 31, 2023. One to two months later, the part on the edge of the carpet nozzle section of the product came out of its place. I didn't pay much attention to it at first and used it that way for about two months because it didn't affect its functionality immediately. Then, I contacted Dyson support and filed a report as it started causing usability issues. During a video call, I showed them the defective part, and they acknowledged the problem. They assured me they would replace it within 22 working days, as per the legal process.
On the same evening, I received an SMS notification stating the part was in stock and the product would be shipped. However, despite weeks passing, the part did not arrive. Towards the end of May, when I called the support line for information, they informed me they still didn't have the parts in stock. When I called again this week, they reiterated that the product was still out of stock and I needed to wait.
I reminded them of my legal rights and their obligation to provide the part within 22 working days. They explained they couldn't do anything due to the lack of stock. I expressed my frustration, noting that for the price I paid for the Dyson brand, I could have bought three vacuum cleaners elsewhere. I emphasized that it wasn't my responsibility that they didn't have the product in stock and such services should be provided seamlessly for the amount paid. I asserted my intention to exercise my legal rights.
The issue isn't just with the carpet nozzle; there is also looseness in the part where the cleaning pipe attaches, causing constant movement. It's evident this could lead to more problems over time. I raised these concerns in my discussions with the service team. Dyson's marketing claims are misleading—they sell one vacuum cleaner at the price of three, yet they suffer from fundamental design flaws. Many people experience the nozzle issue, and the play in the cleaning chamber part where the pipe attaches is a common issue over time. Additionally, spontaneous tearing problems in the fabric parts of the cleaning chamber and motor part are prevalent in the short to medium term.
Considering these problems arose within 1-2 months of purchase and initial use, it's clear they will worsen after the warranty period expires. Ensuring adequate stock is a basic precaution Dyson must take, as required by law.
