I purchased the Dyson Gen5 Detect cordless vacuum expecting top-tier quality, and at first, I was satisfied. But over time, the plastic coating around the flower-shaped section started peeling, and now the dust bin is extremely hard to open. The latch feels overly stiff and like it could snap at any moment. Despite the visible issue, Dyson’s customer service has been shockingly unhelpful.
I contacted support and did a video call where I clearly showed the stuck latch and how the inner attachment was jamming the mechanism. But the representative dismissed it, saying there’s no operational issue and therefore no need to send it to service. She acted like a technician, declaring the unit fine despite obvious flaws. She even warned me that if I send it in, I might not get any repair at all and would be without the vacuum for months!
I called again, hoping for a better response. Instead, they offered to send a replacement part only if they deemed it necessary after another video call—but still no service option. Why should I be doing repairs on my own? Why does Dyson even offer a warranty if the service center won’t examine real mechanical problems?
I have been using the Dyson Gen 5 model vacuum cleaner for 1 year and have been experiencing various issues for about 3-4 months. The device has decreased performance, the bin is difficult to open, and the brush head’s wheel constantly comes off. These problems recur from time to time.
Since my product is under warranty, I contacted the authorized service center. However, my product was returned from the service with missing parts and the issues I reported were not resolved. The vacuum’s head was left at the service and this part was not given back to me. Especially, even though I sent the brush head to the service because its wheel constantly comes off, no attention was paid and the problems were not addressed at all. In other words, none of the issues I experienced were resolved. I paid 29,999 TL when purchasing the product. Due to all these problems, I am requesting a product replacement.
I kindly request that my complaint be evaluated by the relevant store/service, Dyson, and that my grievance be resolved.
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