Dyson Refuses to Replace a Broken Brush Head on a Brand-New Device

I purchased a Dyson Coanda 2xi from Boyner on December 20, 2025. Only one week later, during my third use, the anti-tangle brush head broke, as the plastic section around the grip area completely separated. I first contacted the Boyner store where I purchased the product, and the staff informed me that if I contacted Dyson Customer Service, a replacement brush head could be sent immediately.

Following this, I contacted Dyson Customer Service on December 29, 2025, and showed the defect during a video call. Even though the issue is limited to a single plastic attachment, I was told that the entire device must be sent to technical service. I do not understand why a brand-new device, used only a few times, needs to be shipped for such a minor attachment defect—especially when the main unit and all other attachments (such as the drying and styling heads) are working perfectly.

For this reason, I clearly requested only a replacement of the faulty anti-tangle brush head under warranty, not to send the full device. During the call, I was told that technical service would contact me within 48 hours, but no one has contacted me to date.

In Türkiye, these products are sold at very high prices, yet the customer policies applied here do not reflect the service standards Dyson provides in other countries. This inconsistency and lack of support are deeply disappointing. Experiencing such a defect—and this level of service—on a product that is only days old is unacceptable and has seriously damaged my trust in the brand.

I respectfully request that Dyson urgently send me a new anti-tangle brush head free of charge under warranty, without requiring me to ship the entire device, and that Dyson review the customer service process in Türkiye so similar issues are handled faster and in a more customer-focused manner in the future.