Dyson V15 Vacuum Head Not Working—Poor Customer Service

My Dyson V15 vacuum head stopped working and was making a loud noise. I contacted customer service, and after a video call, they confirmed that the motor was faulty and promised to send a replacement motor part. However, after installing the new motor, the problem persisted.

When I called again, they told me I needed to send the vacuum to a service center. After researching online, I saw that other users with the same issue had their vacuum heads replaced entirely. I contacted customer service again, but this time I was met with rudeness and unhelpful responses. The representative insisted that I had to pay for a new vacuum head and return the motor part they had sent.

Why am I being asked to pay for a fix when Dyson already acknowledged the defect? I expect Dyson to take responsibility and replace the vacuum head at no cost.