Received my Gen5detect Absolute a week ago. My vacuum came with the wall mounting plate already engaged with the Wall dock, making it impossible to mount to the wall. In reading other posts, this has occurred with other customers--over a time period of at least 8 months. There is no way to knock the bottom of the wall dock with these two pieces engaged, as suggested in previous posts. There are plastic teeth midway up each side of the wall mount, preventing the wall dock from disengaging from the wall mounting plate. I have read in previous posts that this has been a known issue for at least 9 months-other people have received the same model with these two parts engaged. I spent 40 minutes on hold on the Dyson support line, and after making contact, was told repeatedly to look at the video that shows how to mount this on the wall--this video is not at all helpful for disengaging these parts. (I did try to use the online chat option while on hold for 40 minutes on the phone. There were no live agents available for the Chat option.) I asked the phone representative to have a replacement wall mount and wall dock sent to me, since they were shipped to me as already engaged. He agreed to do this, but then advised me the parts were not available. He told me to call back in 2-3 weeks to see if it might be available at that time. I told him I did not want another 40 minute wait on the help line. I asked him to preorder it for me, but he told me he was unable to do so. I have seen in previous posts that these parts have unavailable for at least 8 months.
I tried the “two spoon” method as well as the “two bread knife” method that have been suggested by other community members. They did not work for me.
In frustration, I took a flat head screw driver to the wall mount and Wall dock and pried the two pieces apart--with more force than I would have liked. I worried about breaking these pieces.
I had not read the previous tip about filing down the plastic teeth before mounting the unit to the wall, but at least now it is mounted. When it is time to replace this vacuum, I probably will need to use a hack saw to get it apart, especially if the “smart upward smack to the bottom of the bracket” referenced in previous posts does not work.
We have owned several Dyson vacuums over the past 15 years. The Dyson support has been good in the past, but not now. Quality control also appears to be a thing of the past. Dyson has been aware of this problem with the wall mount and the wall dock for more than 8 months, and there still is no good solution--and they are still shipping units that have these two pieces already connected to each other.
The problem here is that many people will have mounted the charger following the instructions prior to needing to disassemble it to remove it from the wall.
In that case, the spoon method or using screwdrivers won’t work once it’s already mounted.
Here is what I did:
I took a 6 inch 2x4 block and put that on the bottom of the charger and knocked upwards with a hammer. That way the wood takes the impact and not the charger.
Once I got it off, I filed down the tips until it would go in smoothly and come out with a little bit of applied pressure.
If it is already assembled, and not on the wall and only have two hands, try this:
If using a screwdriver pry the side past the catch and put in something keep it a little wider. (I used one of those thick IKEA screws)
The pry the other side and with the screwdriver and with the free hand pull out the mount.
It’s a poor design, but don’t get frustrated. It will come apart with some effort.
Very helpful. Unfortunately I didn’t file down the plastic tips before I mounted the wall plate, but now I have a plan for removing this from the wall when this model needs replacing. And your explanation about what to do if the wall mount and mounting plate are shipped already assembled is the best approach I’ve seen. Pretty much what I ended up doing. Thanks. Very helpful, and hopefully can help others avoid frustration.
I received my Gen5 today and foolishly clicked the back plate into the dock before installing in the wall.
I managed to pry apart the two clips from the dock by using two knives, prying one side and lodging the knife into the gap before the clip can re-engage, then the other side.
It was a difficult but reproducible process.
When installed on the wall, I think a sharp whack from beneath with a mallet as the only solution (using a towel as padding), with the risk of breaking a clip, the clip recess, or ripping screws out of the wall if not firmly screwed into a wall stud.
Before I proceed with wall installation, I plan on filing/grinding down the clips a little in the hope it will improve removal.
I’ll have a go at this as I have just done the exact same thing. I am so mad with myself but absolutely appalled at Dyson. Surely somebody somewhere tests these things out!! I’m no design engineer but I would have thought that would be a basic requirement to test a product! This thing is not a cheap purchase. Currently I can’t even buy a replacement. I’d also already stuck the cable in through so it’s also stuck in there.
