Dyson Returns HP09 Air Purifier Scratched and Unrepaired
I own a Dyson Purifier Hot+Cool Formaldehyde HP09 air purifier, which I sent to Dyson’s authorized service in Turkey on 02.02.2026 with a shipping service arranged by Dyson because the device was having wireless connectivity problems for about the last month. I carefully packed and delivered the purifier in its original box, in like‑new condition and without any scratches. However, when the HP09 was returned to me, I saw that the Wi‑Fi connectivity problem had not been resolved at all and, in addition, the device now had scratches on it. Moreover, the original box in which I had sent the product was not returned to me. I had sent a pristine device together with its original packaging, and I did not receive it back in the same condition. When I contacted Dyson customer service by phone and explained that the product I sent without any scratches had been returned with visible scratches and without its original box, I was met with an extremely dismissive and arrogant attitude. I was told, “If it does not affect usage, there is no problem,” which I find completely unacceptable, given that the original connectivity issue still persists and the product has suffered physical damage during the service process. I am requesting that Dyson either replace my HP09 air purifier, which still has wireless connectivity issues and was returned scratched, with a brand‑new unit or accept a return and provide a full refund. Additionally, I request that my original box be returned to me and that my complaint be reconsidered, taking into account the inconvenience and dissatisfaction I have experienced throughout this process.
Customer dissatisfaction with Dyson products continues. Earlier today, I was informed that the motherboard of my device has burned out and that a replacement would be provided; however, I was also told that since the same model is no longer available, a lower model would be sent instead. The Dyson Purifier Hot+Cool Formaldehyde device that I purchased has malfunctioned, and following service inspection, I have been informed that the product cannot be repaired. Instead, I have been offered the Dyson Purifier Hot+Cool HP1 model as a replacement. However, the HP1 model is technically a lower-segment product compared to my Formaldehyde model, as it does not include the catalytic filter designed to destroy formaldehyde nor the advanced sensor system. Therefore, it is not an equivalent (like-for-like) replacement. Pursuant to Article 11 of Turkish Consumer Protection Law No. 6502, in the case of a defective product, the consumer has the right to request replacement with a non-defective equivalent of the purchased product. Under the law, replacement must be made with a product that is technically equivalent or superior in terms of specifications and features. Offering a product with lower specifications does not comply with the legal requirements. Accordingly, I hereby request: • Replacement of my device with the exact equivalent model, Dyson Purifier Hot+Cool Formaldehyde; or • If the same model cannot be supplied, replacement with a technically equivalent or higher-segment model. Otherwise, I will exercise my legal rights and file a formal application with the Consumer Arbitration Committee. I kindly request your written response regarding this matter.
Dear Valued Customer, Thank you for the feedback you shared with us. Your satisfaction is very important to us. Rest assured that we will handle the matter with care. Our solution center representative will contact you as soon as possible to provide support. Sincerely, Dyson Turkey
