Dyson Robot Unable to Complete Cleaning Task

I ordered the Dyson 360 Vis Nav robot vacuum on April 14, 2024. From the very beginning, the product showed signs of malfunction. It began shutting down randomly, despite having no obstacles around and sufficient battery. At first, I thought it might be due to Wi-Fi or software updates, but it became clear the issue was not related to connectivity—and it only got worse over time.

The vacuum was scheduled to clean five days a week, but four of those days, it would freeze or stop entirely without doing its job. I called Dyson customer service at 0850 532 11 44 and received a link for remote troubleshooting, but the app wouldn’t work on my phone. Eventually, the vacuum displayed an error code and locked up completely.

I took it to service, and they approved a replacement the same day. A few days later, I received a new unit with an invoice dated July 8, 2024. But to my frustration, the new robot started having the exact same problem—shutting down randomly with no obstacles and full charge. Dyson couldn't give a clear explanation for what was wrong with the first unit, and now the second is showing identical symptoms.

Because of past issues with remote support and app compatibility, I kept using the robot for a while, hoping it would improve. It didn’t. Eventually, I contacted Dyson again from an older phone and provided them with detailed video recordings of the issue. On September 19, 2024, I personally delivered the product to the service center and requested a full refund instead of another replacement.

That same evening, they called to offer yet another replacement, but I made it clear I was done. This was my second defective unit, and I no longer trusted the product. I was told the refund process would begin. When I followed up a few days later, I was told it could take up to 10 days. Now, 12 days later, I called again and was told that the product is still waiting to be transferred between Dyson’s internal departments before they can process the refund.