I purchased a Dyson V15, which was replaced under warranty and is now about one year old. The device was clean, fully functional and problem-free. On 3 August I paid ₺2,500 for the MyDyson Care Cordless Vacuum Standard Maintenance Program (Code: EC-MNTNC-TR) and on 8 August I carefully sent my vacuum for this paid maintenance, with a clean filter and an undamaged, clean roller. On 11 August the product was returned to me via Kolay Gelsin courier with order number 910905025482. When I opened the package, I saw that the roller was dented all over, the filter inside was clearly not mine and looked worn, old and covered in hair clumps, and the laser head brush was badly worn with frayed bristles that did not belong to me. This situation gives the impression that either a different device was sent back to me or my own device and its parts were damaged or mixed up during the service process. I immediately contacted Dyson by phone. I was told that the device had arrived in this condition and that Dyson did not accept any responsibility. I stated clearly that I had sent in a clean, undamaged machine with a new filter and intact roller and asked them to share the pre-service photos they allegedly took as proof. My request for these photos was refused. As a result, although I sent a perfectly clean and undamaged device and also paid for a maintenance package, I received my product back with damaged and heavily worn parts, and my justified requests were rejected. This has seriously shaken my trust in a brand like Dyson and I am deeply disappointed. I request that Dyson urgently replace the filter with a brand-new original filter, replace the laser head brush with a new one, replace the dented roller with a new original roller, restore my Dyson V15 to the condition it was in when I sent it, and compensate me for the harm caused by this process. I am sharing before-and-after photos so that the situation can be clearly seen and I expect this issue to be resolved as soon as possible in line with customer satisfaction.
