Dyson Ignored My V15 Detect Issues for 5 Months and Refuses a Free Repair

Dear Sir/Madam, I am experiencing significant distress with my Dyson V15 Detect model. I have been waiting for a collection from the service center for 5 months since I purchased the product. I contacted the service via WhatsApp, and they assured me that a courier would come to pick it up. However, no courier arrived. I called repeatedly, but I received no response. I sent a message through the Dyson app, and they informed me that there are 30 people waiting in the queue. It is extremely disappointing to receive such service from a brand that charges such a high price and claims to be exceptional. Since I purchased the product, particularly the connection point of the hose has been loose, and dust and debris go straight up, not staying under the rubber. Despite sending photos and videos via WhatsApp, I was told that “these are not issues.” While competitor brands offer replacements when the color of their products fades, the issues I am facing are being ignored. When I was able to get through to a customer representative again, I was told that I would be contacted by phone with further assistance. However, no solution was provided. During my conversation with the customer representative, I mentioned that I had created a record for my warranty process and requested a collection, and although they admitted that the machine is defective, they stated, "Since the warranty period has expired, we can offer service support for a fee." My request was clear: The product is obviously defective, and I am requesting a collection. However, they are trying to make me pay for their lack of follow-up. I have purchased three Dyson products, but I have been unable to find a solution for this device due to the issues I encountered. As a result of the distress caused by this process, I will be filing a complaint with the Consumer Arbitration Board. I kindly ask for your assistance in resolving this issue and rectifying the situation.