Bought a new Dyson V15 on June 2026 and in early December a wheel from the cleaning head broke off. Called to request a replacement and was told that the part was out of stock. The only 2 options given was to return the entire machine and wait for 18 business days to possibly get a new one back. As that was not an option for us I was told that I would receive an email within 2 to 3 weeks letting me know the part was on stock so that I could order one as part of the warranty. Contacted support again today as not email was received and once again the part is not available and the only option is to be without the vacuum for 18 days or more and hope for a replacement (which by the way, the replacement unit was not available to ship at this moment)

I got a lot of empty words about how important customers are to Dyson but no real resolution at all. I even suggested having them charge me for the replacement, send the unit to me and as soon as they got my machine back provide me with a credit. Was told is not part of the policies. Gave them the option to exchange the units at one of their service centers in Florida and was told the same cheap excuse of that according to policies it can only be done via mail. Other than the issue of the wheel falling off, the product has been a good product. But I have not dealt with a worse customer service than the one provided by Dyson. Does anyone in the community has found a way to get the right level of service? And their products are not cheap.