“We have identified a single component issue affecting a small number of early batches,” Thomas says. “We have isolated those batches and are supporting affected customers.”
Thomas confirmed that Dyson would not answer questions on where—if anywhere—the Dyson CameraJet was still on sale worldwide. Nor would Dyson confirm when it stopped shipments of the product. Thomas also confirmed that Dyson refuses to detail what the faulty “single component” is, what problem it’s causing for the CameraJet, or how many units have been affected globally. Dyson also refused to comment on why it had not issued a formal recall of these faulty early batches of the $500 device.
Dyson Reddit forums have lit up, with names such as “ScameraJet” being bandied around, along with one disgruntled buyer commenting: “Bought two of these and both of them have stopped working. Since I bought it in the UK and wasn’t planning to return it and have thrown the packaging away, I can’t even return them. Disappointed that they scammed so good. Unbelievable that it lasted just two weeks.”
Kyle Wiens, CEO of the repair company iFixit, feels the problem may well be leaking.
“This sounds like a waterproofing issue. Making products at scale with the tolerances required to waterproof are hard,” he says. “My guess without getting a chance to look at a failed unit is that we either have a tolerance issue where some parts aren’t mating perfectly, or a failure in the adhesive curing process, either during manufacturing or in shipping.”
Wiens says this adhesive-curing failure can happen in such a way that a product can pass factory testing fine, but then heat or humidity (or both) during shipping causes a problem.
Adam Toner, founder and technical director of Ripcord Designs, a UK-based electronic design consultancy that has worked with multinational companies including Formula One Management and Panasonic, also thinks water is the CameraJet’s problem.
“On a product like this, there just should never be any water ingress into the internals,” he says. “I don’t have one in front of me, but I’ve seen a few videos and people explaining how you change the battery. Once you pull the battery off—which is where people say they’re seeing water—it looks like there is probably access from that battery compartment into all of the internals of the device.”
The CameraJet not charging, overheating, or failing to start—all of that can be explained by water getting into the device, Toner says. He suspects the problem could be as benign as a faulty gasket or O-ring.
If water getting in does turn out to be an issue for the CameraJet, as these experts suggest, this begs the obvious question: How on earth has Dyson managed to spend six years developing a teched-up toothbrush, designed to be dunked in water every use, and that carries liquid around in it, yet fail to make it waterproof?
Wiens believes the CameraJet chaos could force a well-overdue rethink for Dyson.
“Clearly they didn’t plan for this to happen,” he says. “They should take this opportunity to invest in repairability. Making products easier to fix also makes them easier to rework when manufacturing defects occur. Dyson is way behind the industry on making repair parts and information available for their products. This should be a wake-up call for them to step up.”