Dyson V12 Lazerhead Issue: Used Part and Unhelpful Customer Service
I'm living in Istanbul and bought a Dyson V12 here 5 months ago. When it arrived, I noticed it didn't have the laser head with a button for on/off. I bought my mom one with an on/off button. So, I called Dyson Turkey and told them they should change the laser head or I'll return the Dyson. They said on the phone that there's no need to return it, and I can keep the other laser head; they'll send me another one with an on/off button. That was okay with me. One week later, the head with the button arrived, but I saw that it was used and full of scratches. I called Dyson and told them it's used. They told me on the phone that it doesn't matter; I can still use it, and it won't change the function of the head. So, I used it for 5 months, around 5 or 6 times. I washed the brush three days ago, dried it, and tried to put it back. However, the cover of the head didn't close properly; it's open in the corner, and I can't use it anymore. I called Dyson Turkey again and explained the situation, but the lady was so rude. She told me I had to buy a new head because they sent me one five months ago. I told her repeatedly that it was used, and I reported it on the phone the same day. However, she insisted that I should have returned it when I first noticed it was used. One lady on the phone told me I should use it, and today the other lady said the opposite and wants me to pay for a new head. This is incredibly frustrating and not good for Dyson's reputation. Please help me get a new laser head for free. I don't want to pay for a head for my Dyson, which I bought 5 months ago. Thank you in advance.
Progress
I live in Istanbul and bought a Dyson V12 here 5 months ago. When it arrived, I noticed that it didn't have the laser head with a button for on/off. I purchased one with the on/off button for my mom, so I called Dyson Turkey and told them they should change the laser head or I would return the Dyson. They assured me over the phone that there was no need to return it, and they would send me another laser head with an on/off button. That was acceptable to me. A week later, the laser head with the button arrived, but it was used and covered in scratches. I contacted Dyson and informed them of the issue. They told me over the phone that it didn't matter, and I could still use it as it wouldn't affect the head's function.
I used it about 5 or 6 times in 5 months. Three days ago, I washed the brush and dried it. However, when I tried to put it back, the cover of the head wouldn't close properly, leaving it open at the corner, making it unusable. I contacted Dyson Turkey again to report the problem, but the lady I spoke to was very rude and insisted I had to buy a new head because they had sent me the head five months ago. I reiterated that it was used, and I reported it on the phone the same day I received it. However, she insisted that I should have sent it back when I noticed it was used.
The lady on the phone initially told me I should keep using it, but today, another lady said the opposite and asked me to pay for a new head. This inconsistency is not good for Dyson's reputation. I kindly request a new laser head for free. I don't want to pay for a head for my Dyson, which I purchased just 5 months ago. Thank you in advance.
