Hi ​@LG76,

Welcome to the Dyson Community, and thanks for letting us know about this.

I reached out directly yesterday to take some further information, but haven’t heard back yet. Please check your Dyson Community private message inbox and provide the details requested.

I’ll look forward to hearing from you.

I bought a DYSON 360VIS NAV - £1199.99 on the 1/11/24.  First week in January 2025 I get an error code (19.10.-1) advising to power down immediately and call dyson.

I called Dyson’s customer services line on the 9/1/25 explained the problem and voiced my annoyance and disappointment about a product I used to think was great, and did not expect to have a very expensive dyson to break down after two months.

I was told that an Engineer would come out/collect the item on the 24/1/25.   Again I voiced my disappointment about the length of time and that I was not happy with this option.

I asked what the code meant to be told they did not know.  I google it only to find out it is a software issue.

I said that as I have another Dyson which has been going for years, I wanted to return this item and change it for another type, this was declined.

I asked for the ombudsman's details, to be told that they could escalate it, I explained that it was a statutory requirement that if I asked they were obliged to give me the details.   I was ignored again.

I was advised that they could escalate it, to which I confirmed please do, but that I would be taking this further.

CASE REF:

It is now the 30/1/25 and not collection/technician has turned up.

As I have this on finance, I am lodging this with the finance company Creation/Curry’s and the ombudsman as Consumer act comes into play here.

This is not what I would expect from Dyson