Dyson Sends Me Loose Battery for My V15s Detect Submarine and Refuses Fix
I found out that the price of the Dyson V15s Detect Submarine model I purchased dropped by ₺2,000 just one day after I bought it. While this was already disappointing, the main problem was that the product’s battery did not fit properly into its slot and was loose. I reported this issue to customer service with a video recording. After a video call, the issue was acknowledged, and a new battery was sent. However, the replacement battery had the same problem. When I contacted them again, the customer representative told me that “if I returned the battery, they could send me a floor-standing unit as compensation for the price difference after the discount.” In other words, the discount gesture was made conditional upon returning the battery. However, I requested: That they do not ask for the return of the new battery sent as a replacement for the defective one, That the floor-standing unit offered as a goodwill gesture due to the price drop after my purchase be sent without the condition of returning the battery. Otherwise, I stated that I would exercise my 14-day right of withdrawal and return the product. Later, I was told that my request could not be met due to “system-related reasons.” I chose Dyson based on recommendations from my friends and acquaintances, but this experience has been disappointing. If the problem is not resolved, I would like to point out that I will not only use my legal rights but also share this experience with hundreds of thousands of people on my high-follower social media accounts. My expectation is that, instead of subjecting a brand-new product to a service process from the very first day—which is a tiring method—a quick and positive solution should be provided with a focus on customer satisfaction.
As seen in the videos I sent, there was a lot of space in the original battery that came with the device. Due to this gap, there was also a gap in the new battery that was sent, but it was not as much as before. For this reason, I had stated that the newly arrived battery did not solve the problem either! However, I went to the Dyson Store to ask about the issue. I explained the situation to a Dyson representative. He stated that the gap in the new battery is normal to prevent the product from breaking. Therefore, the gap problem in the device's original battery has been resolved under warranty, and there is no need for me to return the battery. I canceled the battery return that was created. Currently, my main request is this: Only one day after I bought the device, it went on sale. The representatives, thinking that the problem with the battery was not solved by the new battery sent, said that if the battery was returned, they would send the 'stand unit' as compensation for my grievance caused by the discount. Now, my battery problem has been resolved under warranty and I did not return the device. As a result, I kindly request that the 'stand unit' offered by the Dyson customer representative as compensation for my grievance due to the product going on sale be sent to me.
Dear Customer, Thank you for sharing your feedback with us. Your satisfaction is very important to us. You can be assured that we will handle the matter with care. Our solution center representative will contact you as soon as possible to provide support. Best regards, Dyson Turkey
