I purchased a Gen5 detect back in December 2023 to replace my previous Dyson V8 that just no longer had the required power and a battery life of just a couple of minutes. Within a few months the gen5 detect started twisting due to a faulty wand. I lived with this a few months but then when the multi purpose head broke at one end I decided to contact Dyson to arrange some replacement parts under their “hassle free warranty”. I contacted them at the end of May and I was told to wait and call back in a couple of weeks as the parts were not in stock. I waited exactly two weeks and contacted them again, still no parts. I was instead asked to return just these two parts so that they could instead be repaired and returned within 4-5 days, that’s fine I thought, so they sent me an email with DPD collection details. DPD messed up the first collection as they went to a different house 300 yards down the road, but then did collect the next day. One week passes and I contact Dyson to get an update on where my parts are as I am without a vacuum cleaner. I am told at this point that it is in fact a timeframe of 10 days for repair. Again I figure this is not the end of the world and I can wait a few more days. I wait a further week and with still no sign of the returned parts I contact Dyson who state they are having issues locating my parts. I shared my phone camera with them so that they could see the collection note left by DPD, they took note of the details and told me they would investigate and call me back in a couple of days. Those days passed and no phone call. I contacted them and I was asked to give them more time to investigate. I reluctantly agreed as at this point I am now 3 weeks without a vacuum cleaner and I just want the situation sorted. I wait two more days and I contact Dyson again, after 20 minutes with the first representative they cut me off. I call again and after another 20 minute exchange I request to speak to a manager. I am told that a supervisor will call me back. No call received back! I wait another 3 days and I contact them again. Miraculously they have found the wand and multi purpose head that I had sent them. That’s the good news, the bad news is that they have now changed their mind and they want me to return the whole machine to them so that they can just send me out a new machine.  I am now a month without a vacuum so I just give in to the request with at least the satisfaction that I’ll get a new machine out of it. I receive an email notification that DPD will collect the remaining parts on the 18th June. I wait home and no collection. At this point I post a review on TrustPilot as it is just becoming so frustrating. I then get another email on the morning of 20th June to say my collection will be between 14.30 and 15.30, so I change my Saturday plans to ensure I am at home for the collection, which successfully takes place. Right, so that’s the whole vacuum cleaner now sent and I can expect the new vacuum cleaner in the post, right? Wrong! 
On the 22nd June I receive an email to say a parcel is being dispatched by Dyson. On the 23rd this parcel is delivered by parcelforce. I hurry excitedly back from work to see my shiny new Dyson, only to be surprised with my old machine (still minus the wand and head) with a note from Dyson to say that they have kindly repaired my faulty filter. I immediately contact the customer service team to tell them what has happened. The first representative I stepped through this story, put me on hold to try and speak to a supervisor and again cut me off after 20 minutes. I then contacted back and spoke to a different representative. I went back over this same story again. I was told that no-one had told me that I was going to be sent a new vacuum and that I had made this story up. At this point I was getting quite irate (I think quite fairly) and this representative told me “no wonder their previous colleague put the phone down on me”. This call was terminated by them. 
Seemingly having exhausted all other options I hopped in the car and drove to the nearest shopping centre that has a Dyson store. I took the parts into the store and politely explained again this entire story. I was told by the staff member that this is not normally something that they deal with but they would pass on my details to their UK escalation centre who would be in touch with 2-3 days either by phone or email. Two days later I receive a phone call from the offshore centre in relation to my TrustPilot review. They advise me that they have looked over my case and as per the previous promise they are happy to send me a new vacuum cleaner. Brilliant, I think, but the requirement is that I again wait another week for DPD to collect the parts that they have just sent back to me and only then will they send me out a new vacuum cleaner. I advise them that I am not willing to do this again and they can deliver a new one at the same time as collecting the old one. After another very long call the representative says that they cannot do this. I explained to them that I was awaiting a call from the UK escalation team and I will see if they are happy to do this as I have played along for 8 weeks and I am not prepared to trust that they will do what they promise.  The representative also said that they would review this again with their manager and contact me with the best resolution that they could offer me.
I wait four more days and still no call from the UK escalation team so I contact the same UK store for an update. I get a call back from the store manager who advises me that I have already received the call from the escalation team. I told them that they were not from the UK, to which she explained that they don’t actually have a team in the UK who would make customer contact. This is contrary to what I was told previously. 
I am still waiting for someone to call me again from Dyson as it has been over a week since I contacted them last. 
In total I am almost 10 weeks since the start of this process and without a fully functional vacuum cleaner. I have a 3 year old son, two dogs and a house that is having building work completed and I am unable to vacuum the carpets on our stairway or the upstairs bedrooms. The downstairs laminate flooring I am able to vacuum on my hands and knees with the hard floor head that I still have. 
I really just hope that someone sensible at Dyson can see that this experience is entirely unacceptable and can bring to the table a suitable resolution in a timely manner. It certainly doesn’t match up with the “hassle free warranty” that is detailed on the website, and I just hope that I am the exception and this is not standard that Dyson set for themselves when it comes to their customer service.