Dyson Cinetic Big Ball Multi Floor Questions & Answers

Hi Rosie,

Thank you for your query.

I am sorry to hear you are experiencing rubber left on your floor. This is certainly not what we expect from any Dyson machine.

We would kindly ask you to email [email protected] with your details and our Dyson Experts will be in touch and happy to assist.

We look forward to hearing from you and assisting.

Best wishes,

Shan

Hi there,

Thank you for your query, we are happy to help.

While the Musclehead included with your machine will work across both carpets and hard floors, should you prefer a separate hard floor tool please be assured there is one available. To order, please give our Dyson Experts a call on 1800 239 766 with your machine handy. Our team are available Monday - Friday 8am - 7pm and Saturday - Sunday 8:30am - 4pm EDST.

We look forward to hearing from you and assisting.

Best wishes,

Shan

Hi there,

Thank you for your query, we are happy to help.

We can confirm all Dyson Cinetic Big Ball machines are suitable for use on carpets and hard floors. The Musclehead of your machine will automatically adjust between the two surfaces. That being said, if you do find the head hard to push, we encourage you to move the red slider on the front of the head away from the "MAX" setting, this should make the machine easier to push.

I hope this helps, however if we can assist further, please email [email protected] and our Dyson Experts will be happy to assist further.

Best wishes,

Shan

Hi Nilesh,

Thank you for your email.

I am sorry to hear you are having trouble using the MuscleHead on your carpets.

So we can best assist, we would kindly ask you to email [email protected] with your details and our Dyson Experts will be happy to help.

We look forward to hearing from you.

Best wishes,

Shan

Hi Carissa,

We are sorry to hear a smell is coming from your Dyson machine.

Should any form of liquid or damp enter the machine, this may cause it to harbour a smell. We recommend carrying out the following steps which may dispel any odour.

After emptying you may rinse the clear bin in cold water as per the instructions in your user guide, ensuring that no detergents are used. Please don't remove the bin seals whilst washing the clear bin and most importantly ensure that the clear bin is completely dry before placing back onto the machine. Please note that the cyclone top assembly, which attaches on top of the bin, must be removed and is not washable.

We also recommend to let the hose, floor tool, bin, cyclone and wand of your machine air out for 24-48 hours, ideally somewhere safe, dry and sunny.

This should help, however if we can assist further, please email [email protected] and our Dyson Experts will be happy to further assist.

Best wishes,

Shan

Hi Jacinta,

Thank you for your query.

Sorry to hear this, however to confirm, if this Mattress Tool was purchased at one of our Retail Partners, it will fit with the adaptor originally included with your Cinetic Big Ball machine.

I hope this helps, however if we can assist further, please email [email protected] and our Dyson Experts will be happy to further assist.

Best wishes,

Shan

For assistance, we kindly ask you to email [email protected] and our Dyson Experts will be in touch and happy to help.

Hi Gladys,

Thank you for your query.

Sorry to hear your machine is making a whistling sound. We will be happy to help. So we can best assist, we would kindly ask you to email [email protected] with your details and our Dyson Experts will be in touch.

We look forward to hearing from you and assisting.

Best wishes,

Shan

Hi Emily,

Thank you for your question.

We are sorry to hear that you are experiencing an issue with the suction for your machine. We'd recommend to contact our helpline directly at 1800 239 766 with your machine handy. Alternatively please send an email through to [email protected] for further assistance.

Our helpline is open Mon-Fri 8am-7pm and on Sat-Sun 8.30am-4pm.

We look forward to hearing from you and helping you resolve this issue.

Best wishes,

Samuel
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Hi Linda,

Thank you for your question.

The Turbine head should be compatible with your machine. To confirm, please send an email including your serial number through to [email protected] and one of our experts will be in touch as soon as possible to assist.

Best wishes,

Samuel
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Hi there,

Thank you for your question.

I am sorry to hear you are having trouble with the bin on your Cinetic Big Ball machine. We wouldn't expect it to open unexpectedly, nor for it to be hard to open.

You are welcome to contact the store for assistance, however we are happy to help as well. Please just email [email protected] and our Dyson Experts will be more than happy to assist.

Best wishes,

Shan

Hi Sophia,

Thank you for your query.

While the motor speed of the Dyson Cinetic Big Ball Multi Floor is set to go at one speed, we don't anticipate you'd have any trouble with the suction.

If your machine isn't working as you believe it should, please email our Dyson Experts via [email protected] and we will be more than happy to help.

Best wishes,

Shan

Hi Jay,

Thanks for your question.

The Cinetic Big Ball Multifloor has one head called the Musclehead that automatically adjusts to suit the floor surface. There aren't separate heads for hard floor and carpet for this machine. We are assuming that you might have a different model that has two main heads or that you are having issues with the Musclehead.

So we can discuss your concerns, please email [email protected] and our Dyson Experts will be in touch to assist.

We look forward to hearing from you.

Best wishes,

Mira

Hi Martin,

The Dyson Cinetic Big Ball Multi Floor comes with the Musclehead that automatically adjusts between carpets and hard floors. If you are finding it is hard to use, please slide the slider on the front of the head away from the "MAX" setting. This should make it easier to use.

If you continue to experience difficulty, please email [email protected] and we will be happy to assist further.

Best wishes,

Shan

Hi Kathy,

Thank you for your question.

The adaptor that comes in the box is designed to allow some previous model tools to be used on your new machine. The DC19 had quite a unique connection and unfortunately this and all adaptors will not allow you to use the tools on your Dyson Cinetic Big Ball Multifloor, apologies for any disappointment.

If you have any further questions please feel free to contact our helpline on 1800 239 766 or send us through an email to [email protected].

Best wishes,

Samuel
Facebook.com/Dyson

Hi there,

Thank you for your question.

We are sorry to hear this has happened. If possible please send through a photo of the broken part through to [email protected] and we'll be able to guide you in the right direction.

Best wishes,

Samuel
Facebook.com/Dyson

Hi there,

Thanks for your question.

The purple seal around the underside of the musclehead floor tool should be in a down position when the machine is switched on and the floor tool is on a hard floor surface, it should retract upwards when on carpet. Please note that you can also adjust the suction using the 2 red sliders on the top of the head.

Please note that the suction needs to be going through the head for it to be able to adjust.

If you need further assistance please reach out to our Dyson experts at [email protected] including your contact details, a description of the issue and the machine's serial number and we will be more than happy to help.

Best wishes,

Mira
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Hi Keith,

Thank you for reaching out.

Sorry to hear about this, please do reach out to us and we will be more than happy to help. Our Dyson Experts can be reached on 1800 239 766 Monday - Friday 8 am - 8 pm and Saturday - Sunday 8:30 am - 4 pm EDST.

We look forward to hearing from you and assisting.

Best wishes,

Shan
Facebook.com/Dyson

Hi Kayleen,

Thank you for reaching out.

I am sorry to hear this, this is certainly not to be expected.

Please email [email protected] with your details and a photo of this so we can assist in getting this sorted.

We look forward to hearing from you.

Best wishes,

Shan
Facebook.com/Dyson

Hi there,

We have tested the machine and floor tool to work on timber floor and carpets. As with any machine we would recommend to check the base of the floor tool before each use to ensure that any possible wear or tear or damage is not transferred to the floor surface.

If your timber is particularly soft or easily marked we would recommend to purchase our dedicated hard floor tool to suit the Big Ball range

If you have any further questions, please feel free to reach out at [email protected]

Best wishes,

Mira
Facebook.com/Dyson

Hi all,

When dust enters the bin, it is spun out of the airflow. At the bottom of the dust bin, there are baffles to catch the dirt/hair/fluff and keep it down. If it weren't going to be caught, these would keep spinning and negatively affect the performance of the machine.

The way your dust bin fills depends on some factors, primarily the type of dust and dirt, and also the speed in which the particles enter the dust bin. If the majority of your debris is smaller, such as dust particles, sand, grit, etc.like, it is more likely to evenly fill the bin bottom to top (think like a glass held unevenly under the tap).

If more carpet fibres, hairs threads, etc. are sucked through the machine, the fibres can catch onto each other as they spin through the dust bin. The baffles at the bottom will catch them, and they will tend to bundle together and build up and out from the one spot.

If you'd like to discuss this further, please email [email protected] or call us on 1800 239 766. Our helpline is open Monday - Friday 8am - 8pm and Saturday - Sunday 8:30am - 4pm.

Best wishes,

Shan
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