We recently purchased (November 22nd) Gen5 Detect Absolute but the motorhead does not work as expected. It starts normal, but when I stop moving while the machine is still working, the motorhead stops spinning. It doesn’t start spinning unless I turn off and on the device again.
We tried the other heads as well but they work without a problem (don’t stop and continue spinning). I think this is not a normal behaviour. We contacted dyson customer service and they told us the motorhead part is not in stock and we should wait for them to notify us when the part is again in stock, but they dont know when it would be. What do you recommend doing?
In addition to that, when customer service registered the device, the purchase date was shown as September 3rd which is weird. Is there any plausible explanation for that?
The worst case scenario we could think of is that this device is refurbished and re-sold without any notifications and the purchase date is the previous owners’ purchase date.
We’d appreciate any help / advice if anyone has experience in either of these topics.
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hi,
I wanted to give a little update, but I now have a similar problem.
I contacted John Lewis Customer Service, who processed the exchange and shipped me a new Gen5 Detect Absolute.
I wanted to give a little update, but I now have a similar problem.
I contacted John Lewis Customer Service, who processed the exchange and shipped me a new Gen5 Detect Absolute.
With the new device, which I collected on November 29th, 2024, I am having another problem with motorhead attachment, but this time it is a little bit different. It works perfectly in Eco mode, but if I change the mode to Auto or Boost, and when I stop moving even for a short time while the device is on, the motorhead stops operating and doesn't start again unless I switch off the device and on.
I again just contacted Dyson WebChat, did the troubleshooting by following the instructions customer service told and they offered a replacement for the motorhead, which could be in stock in a week or two. So again, I contacted John Lewis to see if they could help, and they now offered to return the machine back for doing examination because it was the second time with the same issue, and if they discovered that the machine or attachment were faulty, they would provide another exchange.
I was wondering what I should do next. Should I send the machine back and wait for John Lewis's evaluation or wait until the motorhead being again in stock on Dyson?
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