My Dyson Airwrap Repair Request Has Been Ignored for Days
I am writing to report a serious issue regarding both my Dyson Airwrap hair styling device and the after-sales support process. I purchased my Dyson Airwrap through the Dyson website on November 17, 2024. On June 3, 2025, I submitted a technical support request because the volumizing brush attachment had developed a defect after prolonged exposure to heat.
The locking mechanism that secures the brush attachment to the device appears to have been damaged by heat. The locking teeth have partially melted, causing the attachment to fit loosely and detach very easily during use. In addition, there is visible heat-related deformation on the main body of the device. As a result, the brush attachment no longer locks securely into place and can come off with very little force.
Following my service request, a product pickup order was created through the courier company Kolay Gelsin. However, on June 5, 2025, the shipment tracking system was updated with a status stating that the recipient could not be found at the address. This information is incorrect. I was at home throughout the entire day, monitored the shipment through live tracking, and no courier ever arrived at my address.
After this incident, I contacted Kolay Gelsin customer service multiple times and created a total of four separate complaint records. Despite these efforts, I never received any follow-up communication or resolution. At the same time, I contacted Dyson Türkiye through its WhatsApp support channel and requested assistance in arranging collection of my product. Unfortunately, my messages went unanswered and no support was provided.
As of today, no action has been taken regarding my defective product. I have been waiting at home for the collection, unable to make plans or leave for extended periods, while continuously trying to reach both companies through phone and written communication channels. Despite my efforts, I have received no meaningful response from either Kolay Gelsin or Dyson.
This experience has been extremely disappointing and has damaged my trust in a premium brand such as Dyson. It is especially frustrating given the large number of similar complaints regarding the courier company involved. I believe a brand known for high-quality products should demonstrate the same level of quality and professionalism in its after-sales support and customer service processes.
Due to this negative experience, I have already canceled my planned Dyson Airstrait purchase. I now request that Dyson immediately arrange a genuine collection of my Airwrap device from my address, conduct the necessary inspection, and complete the repair or replacement process as quickly as possible. I also request that the inconvenience and loss of time I have experienced be taken into consideration and that I receive a clear, transparent, and customer-focused response regarding the resolution of this matter.
