Hi everyone,

I’m reaching out here in hopes of getting some help, as I’ve had no success through other channels.

I sent in my 2019 Dyson Airwrap(the first model edition that I waited for like it was the end of the world) for repair due to the common issue many of us have faced—the device suddenly stopping. This repair had a  €125 charge( just booked on my account for now) 

Initially, I was informed that my device couldn’t be repaired and that I would receive a new one.

However, I was later told that since my device is out of warranty, the replacement offer could not be honored. Instead, they offered me a 25% discount on a new device. Unfortunately, the call center has been unable to clarify which email correspondence is correct, and no one has responded to my emails.

What’s even more concerning is that multiple customer service representatives have admitted that this issue is common with my model, which I’ve also seen discussed online. This suggests to me that it’s a product flaw rather than just a warranty issue. I’ve loved using my Airwrap for years, but if this is a known problem, it should be addressed properly rather than dismissed due to warranty expiration.

I was also assured that my original machine would be shipped back to me. It’s now been about a month and despite several follow-up calls, I have yet to receive it or even get a clear update on its status. Each time I call, I receive conflicting information—some say it’s been shipped, others say it hasn’t, and some claim I chose the 25% discount instead of getting my device back( I did not and that was never the information) 

Can someone please put me in contact with a team that can accurately tell me where my device is and reconsider the 25% discount? For context, this situation is happening in Austria.

Thank you so much!