Gen5 Outsize wheels - snapped off

Hi Jack,

Thanks for this, I have been on a rollercoaster ride with Dyson AU about replacement parts. My question was nothing to do with Dyson's ability (or unreliability in my cases) to replace the part, it was simply a question to know who else may be experiencing the same issue as myself. 

You'd think for 2 x machines valued at over $3,600.00 a simple yet crucial part like a wheel wouldn't just snap off.

I have experienced same issue with gen5detect purchased in Jan 2024

Both wheels on Motörhead has come off within 2 weeks. This is the 2nd set, as first one we got had the same problem but somehow retailer provided the replacement.

Now we awaiting for the new Motörhead.

Lot of people seems to have this problem and Dyson is doing nothing other than directing customers to contact helpline which is of no help.

I want to return the unit as I sure there is an issue with the design or that tinest of screw which is holding the wheel cover. Dyson is not taking the resoonsibility of thier product and leaving everything to me to deal with retailer.

This is my 3rd Dyson since December 2023. Disappointed with the products and more disappointed with the lack of ownership shown by Dyson service team.

Hi @Rahul,

I’ve responded to your other post but to reiterate, if your request is to return your machine, this is a conversation you’ll need to have with the third party retailer as your contract of sale is with them. It’s not a situation we can influence.

Under the free 2-year Dyson warranty we can arrange repairs and spare parts - hopefully your replacement Motorhead will be with you soon. 

Oh this has just happened to mine and I’ve had it just on 2 months. New there was a problem when dyson said straight away we will send another head.

Retailer finally agree to buyback the product after I showed them their own display vacuum missing the wheels. Was embarrassing for them as they kept saying they never had this issue reported.

I am sure Dyson knows about this problem and probably working in the background to fix the issue.

As for me, I am not buying a Dyson product ever again. 

This is my 4th Gen5 machine they have sent me with after one or both the guide wheels have snapped off. Same issue every time - it’s the small housing for the screw that holds the wheel on which snaps. No replacement parts, so they keep sending me a brand new machine. My 4th since November last year. Ridiculous. I now just want my money back, so I’ve had to raise a complaint. 

I have just got this issue today with my gen 5 detect. Bought in Jan 2024. Both wheels of motorhead snapped off during use. Was wondering if dyson would give free replacement or they charge me for the parts. But as I saw multiple people having same issue then got some relief that I might not get charged for replacement part. It's Sunday today so can't contact custome care.

It’s a design flaw. Have you tried the live chat on their support section of the Dyson app? I’m pretty sure it’s all outsourced to India and is a 7 day a week operation. 
 

They will suggest a replacement part (ie the rotor brush head), then they will do a search and say their are no replacement parts available, then they will book a repair and arrange for your part to be collected (leaving you with no vacuum for a few weeks). My ‘repair’ came back with the wheel still missing, despite sending pictures of the fault. Then they will send you a whole new vacuum (I’ve now had 4) which is great, but the same design fault exists and you will have a few weeks until the wheels snap off again. 
 

Best of luck. 

One wheel of mine broke a month and a half after purchase. Spoke with someone on the phone who said they didn’t have replacement parts available , but I would get an email. As I asked “so I’m just waiting for an email and that’s all I have to do?”, the call was hung up on me. Still haven’t received an email months later. Took me half an hour to be able to reply to this topic. Pretty shady. 

I gave up on the Gen5 - they offered me another replacement, but when I said the same thing was going to happen because it’s a design flaw, they offered me the V15 which is a cheaper model, and I agreed. So now I have a cheaper machine, but the wheels don’t fall off. 😂

Hi,
Had the same problem. Seems a bit common:
https://youtu.be/iRHqY2A5sNA?si=UK2P4Jzg0BUylpOj

Hi...you can add me to the list of complaints…

We had our new gen5 outsize for a few weeks and the wheels fell off.  

I am no vacuum engineer/designer but it seems that the wheels cannot take tge weight... bad design.  

I tries my warranty thinking Dyson would honor and take care of us.  I was wrong.  

We have been waiting for a replacement head for months.  

My first complaint was answered with "we will email you when the part is available"  

My second frustrated complaint was met by "do you have a big box?  You can ship your vacuum back to Dyson.  Once we receive and examine it, we may send you a replacement back.  I asked how long is that going to take?  Dyson said about 7 to 10 days for my dyson to get there.  A few days for the process. Then ship me a whole new Dyson...shipping back another 10 days.  

So, after paying near $1,000 for this Dyson, I am supposed to be without a vacuum for nearly 25 to 30 days! 

I told Dyson i cannot be without a vacuum for that long!   Another 3 or so months have passed and still waiting for an email from Dyson that the part is available and shipping.   

Is Dyson lost their mind?  

I could have built the part from raw materials by now!

Thx for reading  ... (Fred) 

They will eventually collect it and have one of their subcontractors ‘repair it’ which means putting a new head on (although mine came back with a note saying repair carried out, but the wheels were still off, so I wouldn’t hold your breath). I think I had 2 new heads and 3 complete new machines (because the part wasn’t available), but still had the same problem. Downgrade and go for the V15 - I’ve had it for months now with no issues. I don’t think Mr Dyson has his finger on the pulse on the quality/design side any more sadly.