Dyson V12 Fluffy Optic Head Defective After Minimal Use, Warranty Denied
I purchased a Dyson V12 Detect Slim Absolute cordless vacuum with home delivery from a Teknosa store in Türkiye on 9 June 2026. The device has been used only three or four times. Today, 30 June 2026, I noticed that the thin strip/brush located at the bottom of the Fluffy Optic head on the laser unit had come loose. After noticing the issue, I contacted Dyson customer service and we held a video call with a representative named Tuğba. During this call, the representative stated that this part “serves no function” that the strip coming loose “does not hinder usage” and that if I wished, I could purchase a new head at my own expense. I found these responses dismissive and unprofessional. If this component truly had no function, it is unclear why it would be included in the product at all. Moreover, as I will demonstrate with screenshots, AI-based explanations clearly describe the function and importance of this strip. I cannot accept this situation, especially considering that I bought the product only 20 days ago and have barely used it. During my research online, I found many similar complaints about the same problem with this head, which strongly suggests that this is a chronic manufacturing defect. I request that the defective Fluffy Optic head be replaced under warranty without any additional cost to me. If this is not done, I will pursue my legal rights to the fullest extent. It is extremely disappointing that a brand like Dyson, which is so highly praised and reputed for quality, has a strip hanging loose after such minimal use and in such a short time. It is equally disappointing that a customer representative would claim that the part has no function and, instead of providing support, suggest that I simply buy a new head. Having to take time out of my day and struggle to assert my rights over an issue that could easily be resolved with a single phone call reflects very poorly on the company. This experience will directly affect my future purchasing decisions. I expect Dyson to resolve this issue promptly and to provide an appropriate solution.
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 support center representative will contact you as soon as possible to provide assistance. Sincerely, Dyson Turkey
Customer service contacted me and stated that these types of issues do not affect performance, so they are not covered under warranty; they said I could either pay for a new head or continue using the product as it is. When I said I do not want to use a product that is less than a month old in this condition, I was told I could send it to service but that probably "nothing will come out" of it. The mentioned head costs 6,000 TL. Considering the product itself costs 37,000 TL, that's a very high amount. I will never accept being billed for a problem that is not caused by my own mistake. I will never choose Dyson again, which is so far from providing solutions and professionalism. I hereby state that I will pursue my rights legally.
