Dyson Gen5 Vacuum - Quality Issues and Lack of Spare Parts

Betül

I bought a Dyson Gen5 vacuum cleaner on September 23, 2023. The carpet head stopped working a few days later. I sent an email, received instructions, and sent a video. They assured me that a replacement part would be sent to me. There was no response after a few more days. I contacted them again via email, and they stated that they had not yet begun selling Gen 5 spare parts and would notify me when they did. Is it a self-damaged head or the minor scratches on the metal pipe that appear when touched lightly? We spent 27,000 TL on a product, and now we have an inoperable vacuum. I would not recommend this brand. I trusted the company, and their service is excellent, but the fact that their products do not have spare parts available perplexes me. Why sell products that don't come with spare parts? People do not purchase products expecting them to break, so they do not inquire about spare parts. Instead of receiving a message stating that spare parts will be available, I anticipate a direct response from the company. I'm sorry I bought it, especially after going to a promotional event in person.

Progress

November 02, 2023 9:03 am

After 1-2 weeks of purchasing my Dyson gen5 detect brand model product, the motorbar head stopped rotating. We talked multiple times; the email unit is unaware of the WhatsApp group, and the WhatsApp group says there are no spare parts in stock according to the customer service that provides information over the phone. The product is being sold, but there are no spare parts. I was told that I need to call customer service from time to time. It's been over a month, and I can't use the product I bought. The service is very bad, and there's no one providing a date for how much longer we have to wait.

October 16, 2023 1:16 pm

We were told that there is no stock of the part and to call periodically to track the stock. This is how they provide assistance at the company. The employees also had no information on the matter. As a result, after 1 week, we were told that there is no stock in Turkey for the non-working part, and no assistance was provided. There are sales representatives without professional support, but I found the company incredibly successful in this regard.

Dyson

Dear Betül D., Thank you for sharing your feedback with us. Your satisfaction is very important to us. You can be sure that we will handle the matter with care. Our solution center representative will contact you as soon as possible to provide support. Best regards, Dyson Turkey

Betül

Absolutely just wait, when the stock arrives, whoever gets lucky buys it; they are selling products for which spare parts are no longer produced. If you have money to throw away, you can choose Dyson. It is definitely a brand I would not recommend; they have misleading information and deceitful sales policies.

Betül

The problem is not resolved, there is no spare part available, the product exists, and it is unclear when it will be supplied.