Dyson V15 Detect Vacuum's Body Deformed - Customer Service Flip-Flops on Repair
On February 19, 2023, I purchased a Dyson V15 Detect vacuum cleaner. Last month, I noticed that a part at the joint in the body had deformed, causing air to be sucked in from that area during operation. I immediately contacted customer service about this issue.
During a video call, they had me hold a tissue to the affected area, which stuck to it, clearly demonstrating the air leak. The representative told me they were out of stock on the replacement part but would order one and asked for my home address. I later received an SMS stating I'd be notified when the order was shipped.
After 20 days without any updates, I decided to follow up. To my surprise, I learned they had cancelled my previous order. They initiated another video call, but this time claimed the situation was normal, stating that this part can deform and break over time. They even mentioned that everyone experiences this problem and that newer models no longer use this part, insisting it doesn't affect suction power.
Despite the air leak being strong enough to nearly vacuum my finger, they refused my request to have the unit serviced and examined. They claimed the product's lifespan is only one year. I'm baffled as to why they initially agreed to replace the part they admitted was defective, only to backtrack in our subsequent conversation.
This inconsistency in customer service and reluctance to address a clear manufacturing defect is deeply disappointing, especially for a premium product like Dyson.
