appaling customer service

Bought the Dyson V15 absolute, expensive piece of machinery, early 2023. Less than a year after use, the wand became defective and would not stay stationary. Contacted Dyson support and they said no problem, we’ll send out a replacement. Awesome! However, a couple of months go by and still nothing. Reached out to them and of course, it’s not in stock. Well first of all, why couldn’t they tell me that in the first place. So we wait again and another couple of months go by and again did not hear back from them and again it was out of stock. So I’m without a satisfactory working vacuum with very poor communication from Dyson. Finally I’ve had it and asked for an exchange. They agreed. Waited again only to find out it was out of stock. So waited some more. Again I reach out, they said it was out of stock but they can offer me a Dyson V15 absolute… shocker that’s the same one I have. So Summer 2024, they said they can process the exchange and it was a simple process, one that would take a couple of weeks, give or take. Perfect! They asked if I still had the box, and of course I do not. They said that’s fine. They would organize everything through Purolator. Purolator would provide the box, Dyson will take care of all the shipping. All I had to do was put my defective vacuum in the box and contact Purolator to pick up. Purolator dropped off a box for me. I packed my vacuum up and in Aug 1 2024, Purolator came and picked up my vacuum. Easy process so far. However, a month goes by and I’m still without a vacuum. Contacted Dyson and they don’t have my vacuum. They did not receive it. I was instructed to contact Purolator. Purolator claims they delivered it. I filed a claim with Purolator, as asked by Dyson, to conduct an investigation. Purolators investigation concluded that my vacuum was delivered. Reached out to Dyson again and of course they don’t have it. They advised to follow up 24-72 hrs later as they look into it. I followed up a week later and the same story, come back in 24-72 hrs. After doing this a couple of times, the agent finally said that I needed to make a claim with the local police. Are you kidding me? They wanted me to use up essential needs resources for a vacuum?!?!  Well so I did and lo and behold, their investigation comes up with nothing. I have been following up weekly and all they keep telling me is that it has been escalated to the higher team and follow up 24-72 hrs later. Week after week I follow up. My last conversation, last week (end of November) they said the only resolution they can give me is to file a police claim. I told the rep numerous times on that conversation that it has been done and I’ve sent the info to Dyson. 
I have been more than patient with Dyson and their process. They keep stringing me along saying the same things over and over again “it has been escalated to our higher team” “we will have a resolution in 24-72 hours”. It’s been a year of this nonsense. That vacuum was expensive and I would have expected a better quality vacuum, one that would not fall apart less than a year after purchase. I have done everything Dyson asked me to do. I put my trust in them during the “simple exchange process”. And Dyson has not been accountable. They lost my vacuum and they are not stepping up. I have saved all the chats and emails I have with them and will be forwarding it to consumer complaints under Consumer Protection B.C.  I am absolutely appalled by their lack of accountability. 
Reading through these forums, evidently Dyson has been known to do this to their customers. 
I have been very very patient with them but it has been more than a year since the initial issue and I have been without a vacuum since Aug 1. It is Dec 3. I have been using a shop vac. This exchange process is a joke.