Dyson V15 Fluffy Optic Has A Deformation In Six Months

I purchased a Dyson V15 Detect Absolute from MediaMarkt in Aydın around October 2025. The device is currently only about one-quarter of the way through its 2‑year warranty period. During normal household use, a tear has appeared on the soft roller of the Fluffy Optic cleaner head, which is the green‑laser head used on hard floors. There is a clear tear on one side of the roller tube. On the diametrically opposite side of the same roller, a tear has not yet developed, but there is a symmetric deformation in the identical area, and it is visibly clear that this deformation will progress into a tear in a short time. The same type of damage developing simultaneously at two opposing points is, in my view, a textbook indication of a material‑ or manufacturing‑related quality defect rather than user‑caused damage. I have used the product only under normal household conditions and with care, and I do not consider this type of failure acceptable in a product positioned in the premium segment. On 18 April 2026, I reported the issue in detail, including photographs, to Dyson Turkey’s WhatsApp customer service. In response, I received a blanket refusal based purely on the category name of the damage, which was classified as user‑caused and excluded from warranty, without any meaningful individual assessment of the evidence I provided. When I asked to file a formal complaint, I was told that “there is no channel through which we can route a complaint request.” For a brand whose products are sold in Turkey at two to three times the price of comparable products and justified on the basis of build quality and durability, a component failure on a 6‑month‑old device combined with this warranty stance and the lack of a formal complaint channel is, in my opinion, incompatible with that positioning and not acceptable from the standpoint of consumer‑rights protection. I therefore request a free‑of‑charge replacement of the Fluffy Optic cleaner head under the existing warranty, as well as appropriate redress for the way this situation has been handled so far.