On 26 February 2024, I bought a Gen5detect model rechargeable Dyson vacuum cleaner (serial number Z5T-EU-SNB0642A) from Dyson's website. When I pressed the on and off button, the vacuum cleaner started to either not work, or nothing appeared on the screen while running at a very high speed. At the same time, it did not switch off when I pressed the switch-off button. On 18 March 2025, I called Dyson customer service, and after a video check, a service record was created. I also took videos and photos of the device before the service registration. I sent the product, which had no dents, cracks, cracks, fractures, scratches, etc., to the service centre on the same day with the original box as seen in the pictures, and it was delivered to the service center on 21 March. In my conversation with the customer representative, it was stated that Dyson is not repaired, but replaced. The service informed me by e-mail dated 25 March that it had replaced the hand unit and carried out general maintenance and cleaning. On Friday, 28 March, the product was received by me. When we opened the box, I saw that the product's cyclone (metal filter) was full of dents, and I called customer service and stated that the product I sent was not even scratched, and I asked to take this product back. The customer representative told me that they would check the video call during the service call and get back to me. On the second day of the holiday, 31 March, the customer representative called and stated that the product arrived in this way and that they could not take any ‘action’. Thereupon, I asked them to send me videos and photos proving that the product arrived in this way. The representative stated that they would not do such a thing and that they would not ‘take action’. Therefore, as it is clearly seen in the video/pictures taken before the shipment and presented in the attachment, I have been victimised as a result of replacing the cyclone (metal filter) in my vacuum cleaner, which I sent without error (even the protective gelatin on the screen was not removed), with another part full of scratches that do not belong to me and/or damaged. For this reason, I demand that my product be replaced with a new one.
Dear Customer, Thank you for sharing your feedback with us. Your satisfaction is very important to us. You can be sure 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
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