Dyson Gen5 Returned With Missing Carpet Head and Damaged Packaging After Service

I am writing regarding the problem I experienced with my Dyson Gen5 device and the related technical service process in Turkey. On November 20, 2025, our Dyson Gen5 with warranty code 200000904766891 and part number 151102439 was picked up from our home by the courier company and sent to the technical service center. I handed over the product in two cardboard boxes: Dyson’s original inner box and the original outer protective box, both in perfect condition without a single scratch.

Since we do not have carpets at home, we never used the carpet cleaning head from the day we purchased the device, and it remained stored in the original box in unused condition. Unfortunately, we forgot to remove this accessory before sending the device to the service center.

After the service process, on December 1, 2025, when the product was returned to us, I realized that the carpet cleaning head was missing. In addition, the original outer box I had sent was not returned at all, and the inner box arrived damaged and covered with tape.

I immediately contacted Dyson’s call center and explained the situation in detail, stating that the carpet head was most likely not placed back into the box at the service center and that this could have been an oversight. I clearly requested that the service center’s security camera footage be reviewed. I also reported that the original outer box was missing and the inner box had been returned in damaged condition. A case was opened regarding this issue.

Approximately two weeks later, the service center responded that the vacuum cleaner head had never reached them. However, they gave no information on whether security camera footage had actually been reviewed, nor did they provide any explanation about the missing outer box or the damaged inner box. This attitude makes me feel as if I am being portrayed as dishonest, and this implication—being treated as if I am lying—is what disturbs me the most.

As a result of this experience, I no longer consider purchasing Dyson products in the future, and I intend to share this situation publicly so others are aware.

To resolve the issue, I request that an unused carpet cleaning head, equivalent to the one originally supplied with my device, be provided to me, and that a new, undamaged original outer box be sent to replace the one that went missing. I also expect Dyson to review the entire service process carefully and provide a clear explanation regarding what happened to both the missing carpet head and the original box.