Dyson's Poor Product and Service Quality!
In November 2023, we purchased a Dyson V15 cordless vacuum cleaner while we were residing in the Republic of Ireland. Since we were living in a 50 m² apartment, the device was used sparingly — possibly charged once or twice over the course of one or two years. This year, we decided to return to Turkey and brought the vacuum cleaner along with many of our other belongings. In Turkey, it may have been used five times at most, meaning the device was barely used for 10 hours in total. At the beginning of this week, the device completely stopped working. We contacted Dyson again, registered the product, and were told once more that it was under warranty. During three to four separate calls, we were informed that, as per protocol, a new filter would be sent first, and if the issue persisted, the device would then be taken in for service. We waited, tried the new filter, but the device still did not operate. Today, on 19 April 2025 at 10:00 AM, we brought the vacuum to the Dyson service center at Kentpark, Ankara. The staff member at the desk informed us that, since the device was purchased in Ireland, it would not be covered under warranty. Despite explaining that we had been told multiple times over the phone that it was indeed under warranty, and detailing the process including the free filter sent to us, she questioned how we had received the filter at no cost. I then stated that if the device was not under warranty, they could keep it — as a €600 machine that became unusable after less than 10 hours of use over 1.5 years is essentially scrap. Moments ago, I received an email with a service charge of €130, without any explanation regarding the malfunction. I will be leaving the device, along with the filter, at that service center on Monday. Let it serve as a reminder of the poor product quality and service Dyson has provided.
They have an incredibly inefficient and unsuccessful service network. On the phone, they agree that I am right, confirm that it is under warranty, say that a record has been opened and it is being investigated, but the staff at the service center send the device back before the record is even resolved, claiming payment refusal. I don't care about the money; if it's user-related, I'll pay, but I ask them to tell me why the device broke down, and they can't answer, they just say it's out of warranty! There are similar problems in complaints from abroad as well. I hope people won't shop trusting this brand like I did, and will look at the complaints. It is definitely not a trustworthy brand.
Dear Customer, Thank you for sharing your feedback with us. Your satisfaction is very important to us. You can be assured that we will handle the matter with care. Our solution center representative will contact you as soon as possible to provide support. Best regards, Dyson Turkey
For about 7 days, every day, the phone customer representatives told us that the product was under warranty, but when we delivered the product to the Ankara Kentpark Dyson service, we were told that the product was out of warranty in Turkey. I think it was the 4th day when we even received a notification that the product would be sent back to us due to payment refusal. When they asked for a payment of 5500 TL, I persistently wanted to know why the product had broken down, but I did not receive an answer. Eventually, the product was repaired under warranty and sent back; the report stated that the device was cleaned, the dust bin was replaced, and the device passed performance tests. It is working perfectly fine now. The Dyson corded vacuum cleaner I bought for my mother has been used for 7 years, and during its 5-year warranty, we received flawless support from the service. Last week, the wheel of the Dyson gen5 cordless vacuum cleaner we bought for my mother broke while vacuuming the carpet, and it hadn't even completed a year yet. Apparently, there are tons of complaints about this issue on the internet... Overall, my experience is that yes, Dyson cordless vacuums are very powerful, but they do not have a body that can handle this power—either they break themselves with the dust they suck up, or they get crushed and broken. For this amount of money, these results and the experience with the service have severely damaged my trust.
