Dyson Service Damaged My Gen5 Detect Vacuum and Returned It Missing Parts
I purchased a Dyson Gen5 Detect cordless vacuum cleaner on 29 November 2025 via Trendyol from Dyson Turkey’s official seller, and the product was delivered to me on 2 December 2025. After using the device only twice, it started to make an abnormal noise from the floor head, so I contacted Dyson customer service and had a video call. Following this inspection, I was instructed to send the motor unit, tube, and floor head together with the original box to the authorized service on 25 December 2025. When the service process was completed, and the product was returned to me, a new set of problems appeared. During a new video call with the customer representative, it was clearly identified that the floor head was missing, there were scratches and physical deformation on the motor unit, there was a tear on the silicone part, and the tube had scratches and was bent. These defects and the missing part did not exist before I sent the product to service; the product was not in this condition when I handed it over. The damage and the missing floor head occurred entirely during or as a result of the authorized service process. Despite this clear situation, neither Trendyol’s Dyson official seller nor Dyson Turkey has offered me a concrete solution, such as a replacement or refund, and my grievance has not been resolved. I have already started official complaint processes through consumer channels due to the lack of an effective response. In this context, I request that my Dyson Gen5 Detect cordless vacuum cleaner be replaced with a brand‑new, fault‑free product, and if this is not possible, that a full refund of the purchase price be provided. I expect my complaint to be handled urgently and my loss and grievances to be remedied without further delay.
Hello Ms. Çiğdem, Thank you for contacting Dyson. In your service record, our department has entered the note "9002 – Dear User, we have completed a detailed examination of your product. The product is operating within standard parameters, therefore it has been returned to you without any action. The motor‑bar heads operate loudly because they are high‑torque heads; this is not a defect but a manufacturing characteristic. It is recommended to use the motor‑bar head in the (‑ negative) position." The Dyson service form containing detailed information about your service has also been sent to your e‑mail address. Please check your incoming mails. We would always be happy to support you. Would you like to receive e‑mail or SMS about Dyson technologies and exclusive advantages? I would also like to tell you about an app that serves as a guide for your device. By registering your device once in the MyDyson app you can enjoy its privileges, as well as receive usage, maintenance tips and support suggestions. To download the app, visit https://www.dyson.com/selector/mydyson, Google Play or the App Store. Sincerely, Burak Dyson Customer Service The authorized Dyson service opened a complaint file for me and, without addressing any issue concerning the pipe motor and head, wrote a report stating that the motor works with a normal sound. I had sent it saying the motor was faulty; I sent it saying the head makes a sound. I am still waiting for the necessary investigations; I have sent all my file correspondence to the Consumer Arbitration Board of the United Arab Emirates and to CİMER. However, the technical service admits that they forgot the head, but they do not admit that they opened the motor and caused damage – this contradiction is evident. The authorized service still has not resolved my problem.
My problem has still not been resolved. The technical service does not acknowledge the issue. I appealed to the Consumer Court and CİMER. I have not received a positive response.
Dear 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
My problem is still unresolved. It is not ethical at all for Dyson's technical service representative to blame the consumer for their mistake. While on social media even people whose warranty has expired are getting their entire machines replaced, I am using my product defectively even though it is under warranty and there is a technical service error. I demand a solution promptly.
