Dyson V15 Replacement Delay and Faulty Parts Left Me Frustrated for Months

In March 2023, we purchased two V15 stick vacuums. Both products are registered under my husband's name. I use one of them, and my husband’s sister uses the other. The vacuum I was using had an issue where there was flexibility at the motor body and pipe connection. After a long struggle (by putting the two products side by side for comparison), I managed to prove the defect and get the product replaced. When the new product arrived in May 2023, we unboxed it only to find that the carpet head didn’t work during the first trial. It worked on the second attempt, but intermittently stopped and started. When we contacted Dyson, they confirmed the head was faulty and said a new order was placed, allowing me to use the defective head until the replacement arrived. I was then forced to use the defective head for 14 months. During this time, the replacement part was never supplied to us. After my most recent call, in which I strongly voiced my dissatisfaction, the new part was finally delivered. However, the new head started making a crackling noise from the first use, as if something hard, like a nutshell, was stuck inside. It was sent in for service twice, but no solution was provided. The second time it came back from service, it was covered in dust, despite the service report stating that all maintenance and cleaning had been completed.

In follow-ups, we requested the invoice that was not provided when we first purchased the product, intending to explore other solutions. For two months, they claimed the invoice had been sent by email, but we never received any documents or emails. This situation dragged on for two months. Eventually, Dyson called and informed me that the invoice had indeed not been sent, and it was finally emailed to me. Now, I have two carpet heads: one sits unused, while the other makes an unbearable noise as if something is lodged inside. The noisy head is so bothersome that I cannot use it, so I continue using the other one that pauses intermittently. This situation has led me to use the product reluctantly and with little enthusiasm. I requested Dyson to address my grievance and replace the product, but it wasn’t even accepted for service. All conversations are on record. Additionally, I received incomplete and inaccurate information regarding the product issues. This lengthy and exhausting process has worn me down significantly. I finally received the invoice needed to apply to the Consumer Arbitration Board. I’ve voiced my complaint here first, hoping that the issue will be resolved before this process becomes any more exhausting for me.