I called Dyson customer service today because the beater bar on my Gen5 Outsize is broken six months after purchasing the cleaner. After customer service verified the part was broken, I was informed there are no replacement parts in stock and they do not know when a replacement will be available. The only solution is to ship the entire cleaner back to Dyson so they can replace the entire cleaner. The process will take up to 18 business days once they receive the vacuum. There is no other solution available. I have spoken to two service reps and have been told there is no way to escalate.
I have never experience service like this. At least when you have an issue with a Nest device, they put a hold on a credit card and send you the replacement. Once you send them the defective device in the packaging they send you they release the hold on your credit card. I just cannot believe after you pay over $1000 for a vacuum there are no spare parts, you are treated like Dyson does not care about their customers, and you are responsible for shipping an entire vacuum back, just to get a simple part.