Gen5 Outsize wheels - snapped off

I spoke with a rep via chat on the website last Sunday, all was well until I was told that I would have to go up to two weeks without a vacuum.  I see I have one ordered, nothing mentioned about shipping.   I was supposed to get a phone call about this and I have yet to receive said phone call.

 

I have the exact same issue. Dyson Gen5outsize, the wheel on the oversize cleaner head snapped off within3 months of purchase. I called Dyson and was told that the part was on back order and to try again later.

I called back a month later, but it was still on backorder. At that point I was told that I could exchange the vacuum but that they would not send a new one until the first vacuum was received and that there is a 1–2-week delay at the warehouse in verifying receipt of the original. I elected to wait, and now here I am almost 5 months later and the part is still not in stock. As a result, I am in the same boat- sending the vacuum in and not sure when I will receive a replacement but guaranteed to be without a vacuum for at least 2 weeks. I even offered to put a hold on my credit card to have a new one sent immediately but they wouldn’t do it.

Incidentally, last week the other wheel snapped off as well. The plastic wheels are attached to ball bearings with a very small metal screw, and the insertion of that screw goes into a piece of fragile plastic. This very much appears to be a design flaw and a predictable point of failure.