Gen5 detect problems with carpet

Hi- I really struggle with the same. Got the Gen5 for Christmas and I get so frustrated during each use that I put it to the side in favor of my 5 year old Dyson (v3 maybe). I cannot comprehend how Dyson allowed the product to market when it is ineffective/inoperable on most carpet. Especially on a longer length area rug, but even mid-length, worse I can’t even vacuum a ruggable runner in a hallway without the machine failing.  This issue HAD to be identified during product testing.   
 

Dear Dyson, if I am still under warranty, which I should be,  can I exchange my Gen5 for something that works on carpet. 
 

Legitimate disappointment, which is sad, but tells you how much I value a functioning vacuum. 
 

disappointedly yours, v3 in NJ,

Brian 

Hi @Byoung0228,

Like all of our motorised cleaner heads, the Digital Motorbar™ included with the Dyson Gen5detect™ vacuum has been tested across a wide variety of hard and carpeted floor surfaces. As mentioned above, certain longer pile or densely-woven carpets or rugs may be more effectively vacuumed on Eco mode, with the suction control slider on the cleaner head set to minimum. 

If you continue to have difficulties on these particular carpets, please visit Dyson.com and click the round purple button to launch the Dyson Digital Assistant. Then click the agent icon in the bottom left corner of the chat window to start a conversation with our Customer Care team in your region. They’ll be able to run you through some simple diagnostic checks, and confirm what your options are to resolve this.

I struggle with mine also. Why has the threshold for “brush bar resistance” been dropped so low? Are you using an inferior motor or something? My old Dyson V6 worked fine with any and all carpets but this thing can’t even vacuum dense carpet without the brush roller thing stopping. Is there a fix for this? Or am I best returning it for a new V6 vacuum?

Jack if a £650 Dyson cant hoover carpet its not worth buying i will be returning for full refund 

Hi @sjan,

As mentioned previously, the Dyson Gen5detect™ vacuum is engineered and tested to effectively clean a wide variety of floor coverings, including different types and lengths of carpeting. Both the machine’s suction power and the motorised cleaner head itself are adjustable, so you can customise the machine to your needs.

If you need any help or advice on using your machine on your particular flooring, just give our Customer Care team a call. You can find their details by visiting Dyson.com and clicking Support. 

When the brush bar is faulty and your Dyson help just say there out of stock no offer of sending a new machine out ! Faulty out of the box disgraceful service  will return for a full refund under the 35 day trial seeing as Dyson don’t care if the product works or not on a brand new £650 vacuum 

Hi @sjan,

This sounds like a separate issue - if your machine is actually damaged or broken, this wouldn’t relate to general compatibility with specific types of flooring.

I’ve messaged you directly to request some further details.

Hi @sjan. I just bought the v12 detect and it has the same issue that you, and many people online/on YouTube have reported about it with all the cordless Dyson models. The brush motor roller just stops working when on my high pile carpet. I’ve even heard people having issues on door mats and corridor mats. Seems like Dyson help is to tell us to use our £500+ vacuums on its lowest settings which is nonsensical. How about they design a product which actually justifies the high price.
“engineered and tested to effectively clean a wide variety of floor coverings, including different types and lengths of carpeting”.

Sure..