I Keep Breaking the Wheel on My Dyson Gen5 Brush Head—Design Flaw Needs Fixing

Zafer · 2025-04-03T17:07:16+03:00

I bought the Dyson Gen5 vacuum thinking I was investing in a high-quality, long-lasting product. However, it’s been a frustrating experience. Not long after purchase, one of the wheels on the brush head broke. I appreciated that the service team sent a replacement brush for free—good customer service there. But just 3–4 months later, the exact same issue happened again with the replacement. When I reached out to Dyson this time, I was told I’d need to purchase a new brush head. Frankly, it’s not about the money—I can buy a new one. But what’s the point if it’s just going to break again? The design is the problem. A very thin, flimsy screw holds the wheel in place, and the connection point is incredibly weak. For something that costs nearly ₺5,000, this is simply not acceptable. I expect better engineering and durability from a premium brand like Dyson. If a part breaks this easily under normal use—twice—it’s a clear design flaw. Dyson needs to acknowledge this issue and redesign the component or offer a longer-lasting solution. I shouldn't be forced to DIY repairs on a product I paid top money for. Please resolve this issue before more customers face the same letdown.

Dyson

Dear Customer, Thank you for sharing your feedback with us. Your satisfaction is very important to us. You can be sure that we will handle the issue with care. Our solution center representative will contact you as soon as possible to provide support. Sincerely, Dyson Turkey

Zafer

I don't think you are supportive. If blaming the user for the fault of your product is what you call support, you are deceiving yourself, customer representative. You falsely accuse us of applying pressure on the brush. Your excuse is not at all acceptable. I have no complaints about your machine. However, the wheels of the brush head are very weak. Take care of it, baseless accusations do not suit a company like yours. Saying that pressure was applied to the brush when we hold the machine by the handle and move it back and forth is incorrect.

Zafer

Dyson, like simple companies, has found its way and instead of offering a solution, tried to get out of it by saying it's user error. What a shame.