Since there is no way to get a proper solution to my problem, I thought perhaps I should share it publicly so other are aware of the risks when buying a Dyson product - specifically the BP03 purifier.
The product was bought in November of 2023 and worked fine until the holidays, 2024, end of December. They advertise the carbon filter to last 2 years and the HEPA filter to last 5 years. Surprise, surprise, on Christmas the machine and the app notified me that the carbon filter needs changing, as it is at 0% life. So the product no longer works properly.
I tried to buy it online, it was out of stock on several attempts. I waited patiently, thinking that perhaps after the holidays it will be back in stock. On January 13th, I contacted customer support and they informed me that the filter will be back in stock in 2-3 weeks and I should contact them again, which I did, on a weekly basis - with zero results. They have absolutely no idea when and if it will be back in stock, although they have a legal obligation to ensure consumables and spare parts for the products that they sell.
I finally requested to return the product and be provided with a refund, as they were unable to respect the legal requirements of the Netherlands (from which they sell to other EU countries) or of the EU.
Initially they gave me 2 options: to get a refund or to get a new product. After I specifically confirmed I am looking for a refund, because this is obviously a systemic problem which I will encounter with the replacement product as well, Dyson changed their mind and said I could have only returned it in the cooling off period of 30 days after buying it. Which simply cancels out any consumer rights legislation - they make their own law, apparently. Moreover, they have no idea of the timeline of getting a replacement product, as that is out of stock as well.
So basically I am stuck with a 1000 EUR air purifier that doesn’t work, takes up space, with no possibility to use it or return it.
Abysmal customer support. Never again buying stuff from Dyson, regardless of the type of products.
