On November 18, I purchased a Dyson Hot+Cool Gen1 air purifier online from Dyson’s official website using a one-time discount coupon. Because the product was defective, I took it to the Dyson service center located in Ankara Kentpark. The device constantly showed the air quality as “good” and did not remove odors. A few days later, I was informed that they would replace the product.
After the replacement arrived, the new unit had the same problem—it still did not remove odors. In addition, some of the air outlets were not blowing air at all. While the device was running, it suddenly displayed an error and could not be turned off—not via the remote, not through the mobile app, and not using the buttons on the device itself. All controls were completely unresponsive, and we had to unplug the device to shut it down.
Today, I contacted Dyson customer service to request a return. They told me they wanted to explain how to use the product through a video call. I explained that I already know how to use the product and that it would not be possible to properly demonstrate the issues during a video call. I stated that I wanted to take the product to the service center and return it. At that point, they told me that the product does not have an odor-removal feature and only improves air quality.
However, before purchasing the product, when we visited Dyson stores at Ankara Ankamall and Kentpark, we were told that the Gen1 model removes light odors such as perfume and food smells. The staff even demonstrated this by spraying deodorant next to the device. We were also told that the Gen2 model is intended for heavier and chemical odors, that Gen1 would be sufficient for home use, and that Gen2 had been out of stock for a long time. We trusted this information and made the purchase accordingly.
After explaining all of this to customer service, I again requested a return. This time, they responded by saying that returns cannot be processed for replacement products. This information was never disclosed to me during the replacement process. Additionally, I do not want to deal with another replacement or send this faulty device to service again for repair. I am requesting a refund. Customer service has been completely unhelpful throughout this process.
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