Dyson V16 Vacuum Defective From Day One

On 23/12/2025, I purchased a Dyson V16 cordless vacuum cleaner as a brand new, sealed product for ₺43,999.00 from the Dyson store located in Bursa Korupark AVM. When I brought the product home and unboxed it together with my spouse, we noticed scratches on the body of the device and realised that the product was defective from the beginning. On the same day, I contacted Dyson customer service and had a video call, during which the defect was recorded by the company. Although I clearly requested a return at that stage, I was directed not to return the product on the grounds that the defect was allegedly “not preventing use”. During use, I noticed that the vacuum head was scratching the tiles in my home, so the product was sent to the service centre. The service accepted that there was an issue with the head, stated that an operation had been carried out, and sent the product back to me. However, the head of the product that arrived was scratched and again defective. This situation was also recorded during another video call with customer service, and the product was sent to the service centre once more. When the product was sent back again in the ongoing process, this time it was determined that the intermediate connection tube was dented and damaged. This was also recorded together with customer service at the time of delivery. Despite all these records and the fact that the defects emerged and increased while the product was under service process, my request was rejected by simply claiming “user error”. The product has been defective from the very first day, and the defects were not resolved during the service process; on the contrary, they have increased. All stages of this process have been recorded, and in addition, my tiles at home have been scratched due to the product, which is documented with photographs. In light of the above, I request that my Dyson V16 cordless vacuum cleaner be replaced with a flawless product and that Dyson apologise to me for the problems, loss of time and inconvenience caused throughout this entire process.