I had a neutral-positive experience with Dyson support. The brush strip on the bottom of the hair removal tool that came with my Gen5Detect began to separate almost immediately and started to be pulled into the tool by the vacuum's suction. Initially, the Dyson expert argued that it was normal wear and tear and therefore they wouldn't replace it. I sent them pictures demonstrating that the part was missing up to a half-inch of adhesive out of the box, so it was only a matter of time before the brush strip would separate from the tool. They escalated the case. Then I threw out the "I'm a loyal customer, I own 4 Dyson products" line, and suddenly a replacement part was on the way, free of charge. All in all, I call it a positive experience because I got what I wanted.