Complaint V7 | Dyson Community
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Dear Dyson Customer Services,

My current Dyson V7 Animal Extra Cordless Vacuum was bought refurbished from a Dyson outlet on 30/07/23:

Model: V7 Animal Extra Cordless Vacuum

I would like to put in a compliant against your Customer Services Department and the quality of the refurbished product your Dyson Outlet have sold me.

I called and spoke to a member of your staff today and am very upset that the guarantee has now conveniently expired after a year and the battery has stopped holding its charge.

I'm informed by a member of your staff that it's probably my fault due to using it once or twice a month for 15-20minutes use and then putting it back on charge.

My previous model DC stick cordless Dysons battery lasted for over 4 years without issue!

I'm then informed a new battery will cost £55 or I can send it in for repair at a cost of £99

I find this position untenable and cannot understand that you can sell a product through Dyson outlet that's not fit for purpose with a battery dying after 12 months use, as usually previous Dyson models I have used before lasted over 6 years and over 5 for my DC stick model.

I would like someone to look at this serial number or product range and explain to me how its acceptable for a refurbished Vacuum to only last for 12 months as this is unacceptable, surely this shows a product not suitable for use???

The total lack of empathy from your call centre staff over this has left me now looking to source a different make and model as Dyson clearly DO NOT put the customer at the heart of everything they do and are happy for their Loyal customers of over 20 years too be left without a working product after  only 12 months .

Maybee if you are going to continue to sell this range refurbished then your customers should be advised of the possibility of the battery not being fit for purpose at the point of purchase.

Rest assured I will not be letting this drop and will be taking this further if I don't have a suitable reply.

I look forward to hearing from shortly you with interest.

Yours Sincerely

Mr Simeon Jerram

nModeration edit - personal details removed]

​Hi @Simeon Jerram,

Welcome to the Dyson Community, and thank you for letting us know about this.

We’re sorry to hear you've been disappointed with the life of the battery on your Dyson vacuum. The battery pack is covered for the duration of our free 1-year refurbished Dyson guarantee. Outside of this timeframe, replacement parts would be chargeable.

It's not possible for us to specify an exact lifespan for any component, including the battery pack, as this depends on how each individual machine is used, maintained and stored. As with any battery, our battery packs are subject to normal degradation over their working life. You can find some tips on preserving battery life here.

This isn’t a situation we’ll be able to resolve for you via the Dyson Community - for support, you'll need to continue your ongoing conversation directly with our UK Customer Care experts. Please visit Dyson.com and click Support to get in touch with the right Dyson Customer Care team.

Dear Dyson,

Thanks for the reply at least you have explained better why the battery would fail  but Im still very unimpressed it only lasted 12 months from Purchase-surely this is a fault when its supposed to last well over 12 months as my DC35 battery had the same amount of use and lasted over 6 years!

Obviously these newer models are not fit for puirpose if the parts fail after 12 months light use

Very very unimpressed

Hi @Simeon Jerram,

The guarantee on a brand new Dyson cordless vacuum is 2 years. We’d expect a battery pack to last at least that long, and often a lot longer - as you’ve referenced with your own previous machine.

We’re sorry if you’re disappointed with the lifespan of this particular battery pack, and will be happy to pass your comments along for you to the right people.

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