Having had Dyson hoovers for awhile now an old cordless V7 and when that died; a V10 Animal, we since wanted an upgrade and purchased the new Gen 5 Detect, very nice hoover really but was saddened when only 4 months after purchase the wheel on the main motorhead just fell off with the screw still attached to the wheel.

I contacted the store where I purchased it and they gave me Dysons contact details, so I contacted Dyson 5-weeks ago to report this issue and nothing, I sent 1 email with all details and photos and then no emails to confirm our conversation nothing, they said they’d send a replacement but it’s never arrived, I’ve called customer services now 4-times and basically it appears there’s no spare hoover heads to replace the broken part anywhere on the planet, after a very long discussion Dyson said the only alternative is we can pick it up and send it to a workshop to get it repaired or replaced, I said if they’ve got a replacement send it from there apparently they cant do that, however to send it back they wanted the whole hoover; motor, wand and the head to which I refused as we still need a hoover and are now having to use the light up head.

Basically I was told it’s our policy to take the whole hoover to which I replied is totally ridiculous and said come and collect the head but they wont apparently its not the policy, all in all, a stalemate and a very expensive hoover not really backed by any real warranty, I’m extremely disappointed with Dyson and their lack of customer service and this ridiculous policy of returning the whole hoover, it’s bad enough they don’t have any spare hoover heads and even worse they cant tell you when if ever they will get one.  I told them to get your procurement dept to call Singapore and find out, they aren’t allowed to that either.

In my opinion it doesn’t take 5-weeks to manufacture and ship a replacement from Singapore, very poor indeed and given I also own other Dyson products, read fancy fan, I wont be buying anything else from Dyson unless they resolve this as my hoover is practically still new.  I’ll also make sure to tell everyone I can to make them aware of this lack of customer service so they too don’t waste allot of their hard earned money on something and get no customer support afterwards.

And I see from other threads that someone is responding to complaints, if you read this please check the recording of the phone conversations I’ve had with your useless customer service call centre as you may as well not bother having a call centre as its a waste of my money I gave you!