Concerns Regarding Quality and Durability of Dyson V10 Animal | Dyson Community
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Dear Dyson Customer Service,
I am writing to express my deep dissatisfaction with the Dyson V10 Animal cordless vacuum cleaner. I own two identical V10 Animal vacuums—one for myself and one that I purchased for my elderly parents during the lockdown.
My vacuum, which I use regularly, had a trigger failure after four years of use, and I paid £120 to replace the part, assuming it was a result of heavy usage. However, my parents' V10 Animal, which is only used once a week in their small apartment by a cleaner and has seen minimal use, has suffered the same issue with the trigger mechanism.
Given the light usage of the second machine and the fact that this failure has occurred on two identical models, I firmly believe this is not an isolated incident but a design or quality issue with the V10 Animal. It's particularly troubling that a vacuum of this price point—designed to be a long-lasting investment—should experience such issues after such short periods of use.
When I reached out to Dyson customer service for assistance, I was met with an unhelpful and patronising response, with the representative claiming that I could not possibly know how my elderly parents used the machine. I explained the situation in detail multiple times and confirmed I had checked the machine for any other issues, which there were none. Despite my clear explanation, the representative repeatedly insisted the issue was not Dyson's responsibility and refused to escalate the matter to a manager. I found this experience incredibly frustrating.
It's clear that Dyson needs to take responsibility for this issue. I have seen numerous complaints online about similar failures of the V10 Animal's trigger mechanism, which further suggests this may be a recurring problem with this model. For the price I paid for these machines, I expect a much higher level of durability and customer support.
I would like to request that Dyson addresses this issue by either offering a discounted repair, replacing the faulty part, or providing some other form of resolution. As it stands, I am extremely disappointed with both the quality of the machine and the lack of accountability from your customer service team.
I look forward to your prompt response and a satisfactory resolution to this matter.
Best regards,

Karen Smith

sModeration update - personal details removed]

Hi @zieglersmith,

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

We can only apologise if you feel disappointed with your experience. It’s not possible to confirm an exact lifespan for any machine or component, as this will depend on how each individual machine is used, maintained and stored. But we do test our machines very rigorously - in our labs, and in real home environments - to ensure their durability. You can see just handful of these tests here:

 

Dyson cordless vacuums include a free 2-year guarantee period, effective from the date of purchase. Outside of this timeframe, repairs or replacement parts would be chargeable - so it sounds like you’ve been correctly advised by our UK Contact Centre team.

This isn’t a situation we’ll be able to resolve for you via the Dyson Community - we can’t override the guidance given by the Dyson Customer Care team in your region. If you’re unhappy with the guidance given you’ll need to continue your ongoing conversation with our UK team by visiting Dyson.com and clicking Support.

 

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