We have been experiencing an issue with the head attachment of our Dyson V15 vacuum for about five months, where the motor suddenly stops working on its own during operation. We purchased the product 2.5 years ago for approximately $354.
When we contacted Dyson customer support about the issue, we were told that the product is out of warranty and that the only solution is to purchase a new head attachment for $132. However, in Instagram livestreams and user comments, we have seen that other customers who experienced the same issue—despite their warranties also being expired—were sent a free replacement head. The fact that we were not offered the same solution, and instead were asked to pay a high price, clearly feels like a double standard. This has left us disappointed and has damaged our trust in the brand.
As customers who already paid a high price for the product, we request that the same consideration given to others in similar situations be extended to us as well—that the faulty head attachment be replaced free of charge and that our case be re-evaluated.
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