Dyson V15 Defective Product – Misaligned Seal and Poor Customer Service

On March 22, 2026, I purchased a Dyson V15 Detect™ Absolute (Prussian Blue/Copper) vacuum cleaner from Dyson with order number 910904237977. As we do with all delivered products, we recorded the unboxing process on video. Before even plugging the device in to charge, we noticed that we could not properly assemble the main bin and the tube. When we opened the bin, we saw that the inner seal was folded and misaligned.

I immediately contacted customer service and explained the issue. A video call was conducted, and the representative took a photo of the misaligned seal. I was told not to force the lid, and the call ended. The next day, when I was contacted by the service team, I was told that my complaint was not something that would prevent usage and that the seal in the filter might appear that way due to a dust coating process. While I could accept this technical explanation, my main concern was that the seal inside the bin was visibly misaligned and that the lid did not close properly.

When I asked again about the condition of the seal, I was told that no such complaint was recorded in the system and that it was not considered an issue. I was then asked to repeat the same process—another video call and photos—for a second time. When I questioned why I had to repeat the same steps, I received inconsistent and contradictory responses.

This process, combined with an indifferent attitude such as “it’s up to you,” made the situation even more frustrating. I found it unacceptable that a vacuum cleaner in the $1,100–$1,300 price range is being presented to me as normal despite having a visibly defective seal. I should not be expected to accept such a defect in a product at this price point.

I have the unboxing video as evidence, and you also have records of my interactions with customer service and the service team. Despite this, instead of proceeding with a replacement, the process has been unnecessarily complicated, resulting in the loss of a customer. This was my second purchase of a Dyson vacuum, but unfortunately, it will be my last.

Although Dyson may have achieved a strong global reputation for product quality, I believe Dyson Turkey has failed in terms of customer service and service support. The product is currently unused and sitting in my home, and I do not wish to use it in this condition.

I request that my defective vacuum cleaner be replaced with a new, fault-free unit. I also ask that the negative experience I had with customer service and the service team be reviewed and that necessary steps be taken to prevent similar issues for other customers. This complaint also serves as a warning for other consumers considering this product.