Hi @Rock3tkid84,

Welcome to the Dyson Community, and apologies for any confusion here.

If you’re looking to return your Dyson machine for a refund and you’ve purchased from a third party retailer, any decision on processing the return request will depend on the retailer’s individual terms and conditions and specified returns period. This is something you would need to discuss directly with the retailer, as it’s not something we at Dyson have any influence over.

But if your machine is experiencing a breakdown and needs a repair or a replacement part, this is something we should be able to help you with. From the information you’ve provided it sounds like this should be covered under your free 2-year Dyson warranty, as long as your machine has been used and maintained according to the User guide, and was purchased from an approved Dyson retailer.

Are you able to confirm what sort of issue you’re experiencing with your Dyson Gen5detect vacuum, please?

Well the wand doesn't latch into the bin anymore, no wear and tear and no damage visible. Support said they will send me a spare part which was fine until they told the spare part was deemed out of stock indefinitely. They offered a new machine which I have to send mine in wait for 15 days and then maybe I get a new one which is unacceptable. I paid for the product it broke down, send me a spare part or a new machine in a timely manner.

I shouldn't have to deal with that!

Hi @Rock3tkid84,

Thanks for these additional details.

It sounds like you’ve been correctly advised - we would need to confirm your original machine as being received back before dispatching a replacement. We would always advise the maximum timeframe this may take to avoid any disappointment, although of course this will depend on number of factors once it’s in the hands of the courier.

To discuss this further, you will need to continue your conversation directly with Dyson Customer Care in your region. Please visit Dyson.com and click Support to get in touch.

Well this is not how that should work, I paid and Dyson is asking me to have nothing in my hands, how about Dyson sends me the money back for the time being till my replacement arrives.

That device has a flaw and needs to be corrected or replaced in a timely manner, at the moment Dyson is just hiding behind policies. Other brands dispatch a new unit right away after couple pictures a video and proof of purchase.

Update: no word from Dyson how to resolve the issue, apparently Dyson is just a money grab and don't care about customers.