Dyson Gen5 both wheels fell within 3 months from purchase | Dyson Community
Skip to main content
Visit Dyson.com Visit Dyson.com

Hello,

My Gen5 lost both its wheels within just three months of purchase. This is completely unacceptable.

To make matters worse, your official customer service in Tbilisi, Georgia, has not responded to any of my calls or emails, leaving me unable to understand whether this issue is covered under warranty.

I find it hard to understand how a company with such a global reputation can produce vacuums of such poor quality while offering nonexistent customer support. After reading similar complaints online, it seems clear that maintaining this reputation will become increasingly difficult for you.

Please advise on how this issue can be resolved as soon as possible.

Best regards,

Nicolas

Hi ​@Boochie,

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

We’re sorry to hear your machine has broken in this way - obviously it’s not an experience we’d want our owners to have. But Dyson cordless vacuums include a free 2-year parts and labour guarantee, so I’m sure we can help resolve this.

I’ve reached out directly to take some further information. Please check your Dyson Community private message inbox and provide the details requested.

I’ll look forward to hearing from you.

This whole forum is more useless than Dyson's customer service itself. Just full of community moderators replying with nice words and moving the conversation to private DMs while doing absolutely nothing to help. There are a million people online flagging that Gen5 vacuums are losing their wheels within 2/3 months from purchase, and nobody seem to even try to find a decent solution to this. It's a 800$ vacuum, ffs… May Trump's tariffs make you go bankrupt, Dyson.

I purchased the Dyson Gen5 in December 2024 in Georgia, expecting premium quality from a brand that charges top-tier prices. Instead, I got a product that failed in just three months under normal, careful home use. The cleaner head's wheels broke — not due to misuse or damage, but because it’s clearly poorly made.

What’s worse is Dyson’s refusal to take responsibility. After searching online, I discovered countless other customers reporting the exact same issue. This is not a one-off defect — it’s a widespread, recurring problem that Dyson is choosing to ignore by hiding behind the excuse that “accessories aren’t covered under warranty.”

This is unacceptable for a company that markets itself as high-end and reliable. Selling what is essentially a disposable vacuum head with a short shelf life and then refusing support is disgraceful. If you know a part is prone to failure and you still exclude it from warranty, that’s not policy — that’s planned obsolescence.

I’m posting this to warn others and to demand accountability. Dyson, if you truly stand behind your products, then fix this issue and stop pushing the cost of your design flaws onto your customers.

Dyson customer care has fallen off hard recently

I say class action lawsuit 

Reply


Terms & ConditionsCookie settings