I Report Dyson V15 Torque Drive Motorhead Was Not Replaced

The Torque Drive Motorhead component of my Dyson V15 cordless vacuum cleaner, which was purchased with an invoice dated 19 November 2024, malfunctioned in June 2025. I submitted a service request under Dyson's warranty program on 29 June. My service reference number is 38129000, and the serial number is 3BR-EU-TEG7751A. The product was collected by courier, and on 30 June I received an email stating that the part would be shipped within 1–3 business days. However, this timeframe has long passed, and no update or explanation was provided. It was only when I contacted customer service that I was informed the part was out of stock and that there was no estimated delivery date. Even more concerning, my order was cancelled by the system without my knowledge, and on 8 July I was notified via email that the order had been cancelled due to various speculative reasons. If I hadn’t followed up myself, I would not have been informed at all. When I requested the same part to be reordered, I was told the system would not allow it, and that they would instead try to create a new order using the previous product code. In other words, despite already waiting for about 10 days without a functional product, the entire process has had to start over. Moreover, although a service request was created, the device itself was not fully collected; I was sent back home with both the main unit and the faulty part, with the explanation that only the part would be ordered. As a result, I have been unable to use the product, and a process that should have been covered by warranty has caused significant time loss and poor communication. Summary of issues experienced: The product has been unusable for 10 days, despite being under warranty, The promised 1–3 business day delivery time was not honored and no communication was made, The order was cancelled automatically, and I was not informed until I called, Reordering the part has been obstructed by technical system errors, I have had to call customer service 4 times, yet the issue remains unresolved. I would like to state clearly that this process is in violation of consumer rights. If a proper and timely solution is not provided, I will escalate this matter to the Consumer Arbitration Committee and initiate legal proceedings with the relevant authorities.