24 questions from our users
Our Dyson big ball animal pro is only a couple of months old. The power head spins but doesn’t pick up anything on the carpet , I’ve removed any fluff or anything around the roller. The normal head works fine on hard floors.
Hi Barb, thank you for your question and we are sorry to hear that you are experiencing an issue with your machine.
Our machines carry a 2 year Dyson Guarantee and we will be more than happy to help resolve this for you. We do require more information and we'd kindly ask you to please reach out to our helpline via phone, email or live chat through https://www.dyson.com.au/support/contact-us.
Where are the filters
Your Dyson Cinetic Big Ball machine features Dyson Cinetic Science which means it has no filters you need to wash, replace or change. Just empty the bin when the dust reaches the MAX line to ensure it performs as it should (you can see how to do this here: https://www.youtube.com/watch?v=FDs8l7msca0)
While there is a post motor filter built into the ball, this filter is designed to last the lifetime of your machine with no need for maintenance.
If we can assist further, please get in touch with our Dyson Experts via firstname.lastname@example.org, we are happy to help.
If you are not in Australia, please visit www.dyson.com and press "Contact Us" for the local contact information of the Dyson helpline in your area.
Hi , I have a dyson cinetic big ball which has started blowing lots of dust out the back of the ball. The filters appear to be clean. What do you think is wrong with it and how do I get it working properly again. It is less than a year old.
We certainly wouldn't anticipate your Cinetic Big Ball machine to expel dust from the exhaust of the machine.
Please give our Dyson Experts a call on 1800 239 766 with your machine handy. Our helpline is open Monday - Friday 8am - 7pm and Saturday - Sunday 8:30am - 4pm AEST.
We look forward to hearing from you and assisting with a resolution.
Ours has started doing this too, lots of dust blowing out the back. I will also try calling Dyson for advice.
Ours is doing the same!!! Will have to ring them as well...
We’ve had our Dyson Cinetic Big Ball Animal Pro for about 2 years now and have just moved from a place that had wall to wall carpet, to a place that has no carpet and newly-installed hardwood floors. Three questions: 1 & 2. What are the wheels on the unit itself made from and are they ok to pull along the hardwood floor without scratching at all? 3. What are the best tools to use as not to scratch the floor? Thanks!
The wheels on your Dyson Cinetic Big Ball machine are made of plastic, with a softer plastic tip on the sides.
While we don't anticipate any difficulties, we would encourage ensuring the wheels are clean prior to use.
For the most delicate cleaning of hard floors, we would encourage using the Swivel Hard Floor Tool, included with your Big Ball Animal Pro.
If we can assist further, please don't hesitate to get in touch with our Dyson Experts via email@example.com. Alternatively, if you are not in Australia, please visit www.dyson.com and press "Contact Us" for the local contact information of the Dyson helpline in your area.
Our power head was accidentally taken over a smelly liquid on the floor and now the brush head smells, can we wash it?
I’m no expert just someone who purchased one recently. Pretty sure the Dyson rep said not to submerge it in water when washing it. I hunk get said he usual damp cloth wipe over. You probably should actually call Dyson and ask them in case there’s electrical stuff in the head that’ll get damaged if wet. Such a pain that this has happened to you. I hope you manage to get it sorted out ok! Goodluck!
The Turbine head for your machine does not have any electrics as it is driven by the air of the machine, that being said we do not recommend completely submerging the head in water as if not completely dry when used again it will damage the machine.
Try using a damp cloth and if the smell remains please call our helpline on 1800 239 766 with your machine handy.
Our helpline is open Mon-Fri 8am-8pm and on the weekend 8.30am-4pm.
Dyson Customer Care
Hi honestly send firstname.lastname@example.org say that the motor head stopped working send them pictures as proof and they will send a new one out to you. Otherwise you will be up for $135
I’m wondering how to get the smell out of my vacuume . I vacuumed my air conditioning filters with one of the brush tools and my Dyson Cinetic big ball animal pro now my vacuume has the most disgusting smell I literally cannot use it . I wiped out all the canister but not sure how to clean the filters of my vacuume . Please help ! Thank you in advance
Hi thanks for your interest but I too have been unable to remove the smell from my Dyson animal pro vacuum. Maybe someone can help us out with this, yet another problem with this Dyson vacuum cleaner.
I hope so Judith because I literally cannot use mine . It is only a newish machine and the smell is just awful .
We are sorry to hear a smell is coming from your Dyson machine.
Should any form of liquid, damp material or anything pungent 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, wipe the bin with a soft moist cloth. Please don't remove the bin inner or cone 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, however can be wiped with a soft dry cloth.
We also recommend to let the hose, floor tool, wand, cyclone and bin of your machine air out for 24-48 hours, ideally somewhere safe, dry and sunny.
If you need further assistance please call us on 1800 239 766 with your machine handy. Our helpline is open Monday - Friday 8am - 7pm and Saturday - Sunday 8:30am - 4pm.
Very disappointed in my machine it only works for about 5 mins then I have to empty it although it's not full or even close to full sometimes it dosnt even work cleaning it out makes a high pitch noise like there is a blockage and loses suction. Not worth the money we paid and now looking for a new vacuum to replace it. Had another machine for years no issues "upgraded" to this one and totally regret it.
It sounds like a blockage, give dyson a call they will help you
We are sorry to hear about this, it does sound like there is something obstructing the airflow in the machine.
We would kindly ask you to run through the troubleshooting outlined here: https://www.dyson.com.au/SupportHome/Vacuums/Cylinders/Dyson-Cinetic-Big-Ball/214893-01/not-working/pick-up-issue
In the unlikely event this doesn't solve the problem, please email email@example.com with the serial number of your machine and our Dyson Experts will be in touch to help.
Can I wash the container of the Dyson big ball pro and why when I remove it does it open sometime and drop dirt everywhere as it doesn’t seem to seal properly
I haven't experienced this problem so far, but I am still a very new Dyson user. Previously I have washed my vacuum cleaner container rarely and only when needed. I am very particular in making sure nothing sticky or damp gets in it. From what you say it sounds like some dirt is keeping the unit from closing properly affecting its ability to seal hermetically which is important for it to work well. I haven't experienced the unit opening in an unwanted manner, but when I want to empty it I make sure I hold it close to the top of the rubbish bin as I don't want to make a mess. I hope these tips work for you.
It opens when I’m removing it from the actual vaccum
HI Tricky - in my opinion I wouldnt wash it - too risky. I agree that it does open up - i've been using mine for a few weeks now so have only emptied twice and I have learned now to be super sure the bottom clicks closed. I would agree that it's a bit difficult to shut. I think with a bit more practice i will get the hang of it.
My Dyson is blowing a lot of dust out the back, it has only just started doing it. It also now overheats very quickly
If the turbine head is blowing dust around, there is most likely a blockage within the turbine head itself.
We recommend to remove the brushbar using a ten or twenty cent coin to twist the cap at the end of the cleanerhead that retains the brushbar counterclockwise (as shown here: https://www.youtube.com/watch?v=LpXtMpytFJc). Once done, you will be able to remove both the cap and the brushbar. Please then check the cavity where the brushbar was in the cleanerhead and clear out any debris. You should be able to look through the neck of the head and see straight through. Please then reassemble and retry the turbine.
In the event you are still experiencing difficulty, or if the dust is coming from another place on the machine, please forward your details to firstname.lastname@example.org and our Dyson Experts will be happy to help.
Our 2 week old dyson big ball multiflooralso blows dust out the back of the motor as soon as we turn it on. Nothing to do with the turbine had answer provided to client above. Very disappointed. Had Previous dyson for 15 or so years, and it could handle way more dust in its container than this one. Not suited to dusty farmhouse.
Mine too! Have they helped you?
How can you attach a Pet Groom tool to a Dyson Cinetic Big Ball Animal Pro
I don't have that attachment. You may need to get an adaptor from the electrical store.
While the Groom tool won't fit directly onto your Cinetic Big Ball Animal Pro, you can use the Quick Release Adaptor (included with your machine) to use your Groom tool. You can see how to attach this here: https://www.youtube.com/watch?v=JvHyqGyVPf0
If we can assist further, our Dyson Experts are available via email@example.com and happy to help.
Why does dust cover the outside of my vacuum cleaner every time I use it? When emptying the barrel the catch is very hard to close and sometimes comes undone when removing the barrel from the machine. I don't think it is sealing properly either. The vacuum is not a year old.
We are sorry to hear you are experiencing difficulties with your machine.
So we can best assist, we would kindly ask you to forward your details to firstname.lastname@example.org and our Dyson Experts will be in touch shortly to assist.
Is there any difference between the cinetic big ball animal and animal pro other then price and colour?
Performance, filtration and durability are identical with these machines, the difference being the accessories that are included in the box.
Both the Cinetic Big Ball Animal and Cinetic Big Ball Animal Pro come with the following:
- Carbon fibre turbine floor tool
- Combination Tool
- Stair Tool
- Swivel Hard Floor Tool
- Tangle-free Turbine Tool
The Cinetic Big Ball Animal Pro, as well as the above, also includes:
- Reach Under Tool
- Carbon Fibre Soft Dusting Brush
- Stubborn Dirt Brush
We hope this helps, however our Dyson Experts are available via email@example.com if we can assist further.
Cinetic animal pro. Very high noise and dusty smell on startup. Can I fix it?
Does the Dyson Cinetec Big Ball Animal Pro loose suction when you use the turbo head compared with using multi floor head?
Hi there - I've noticed that my dyson animalpro has started blowing dust out of the vents at the back of the machine; I have ended up with big balls of dust filling the room. The machine is only a couple of months old. Is there a way to clean out a filter??? Thank you in advance.
Thank you for your query.
I am sorry to hear about this. This certainly shouldn't be happening.
We would kindly ask for you to email your details to firstname.lastname@example.org and our Dyson Experts will be more than happy to assist in getting this sorted.
We look forward to hearing from you.
My Dyson Cinetic Big Ball doesn't seem to work properly on the carpet. I used to have a Dyson previously that had a turbo head on it and it worked so well this new one doesn't seem to pick up the fluff as easy. I feel that there isn't half as much suction as the old one. Is the turbine head really turbo like the old style turbo heads? If it is, why doesn't it have as much suction when I use it on the carpets. Works great on the tiles.
Ours has two heads one for carpet and one for hard floors to be honest I’ve never bothered using the hard floor one
Yes our one does too. The hard floor one works great its just the carpet one doesn't seem to work very well. I use both heads and swap them depending on which floor it is. Thanks for your reply, I appreciate it.
Thank you for your query.
Sorry to hear you are having trouble using your machine on carpets. We would kindly ask for you to forward your details to email@example.com and our Dyson Experts will be more than happy to help.
We look forward to hearing from you.
The sides of my Dyson cinetic big ball animal pro have come off when I open the brand new box ?
( I did buy if off someone and it's been in the box new for two years )
What should I do as this vacuum will be out of warranty and it's never been used !
Help i really want to use it
Thanks for your question and sorry to hear this has occurred.
The machine will need to be assessed at a Dyson service centre. So we can arrange this for you, please email us at firstname.lastname@example.org including your contact details, your product review and the machine's serial number and we will in touch to help you.
I recently purchased a big ball pro and now its like the spinning head blows instead of sucks. Its literally one month old. I have cleaned the chambers and made sure there are no obvious blockages, any suggestions?
Hi Susan, mine does the same on the porcelain tiles, it's excellent on carpet <STILL>. I only got it in October.
Thanks for your question.
As the turbine head is powered by the suction from the motor, we'd recommend to fully check the machine over as shown here: https://www.youtube.com/watch?v=1o3L4TmQimo, also remove the turbine head and check it over as shown here: https://www.dyson.com.au/support/cy23_new/dyson-cinetic-big-ball-animal-pro/my-machine-is-not-working/floor-tool-is-not-working-correctly/turbine-head-not-working/strong-check-the-turbine-head
If this does not resolve the issue please reach out at email@example.com and we will be happy to help you further.
HI We have long and thick Carpet in out home. I currently have the Dyson V8 cordless vacuum and whilst it is great on the tiles, it is not quite good enough on the carpet. Would the Animal Cinetic Big ball have a better suction than the V8 Stick?
Thanks for your question.
The suction on your V8 can be boosted by switching it to the Max power mode which increases the suction to 115 Air Watts, however this will shorten the run time to around 7 minutes. Please also ensure you are using the correct Motorhead for the floor type, the correct head is the purple Direct Drive Motorhead as pictured under in the "In the Box" here: http://shop.dyson.com.au/vacuum-cleaners/handstick/v8-absolute-164527-01
The Cinetic Big Ball Animal Pro does have stronger suction, at 250 Air Watts and has a larger bin. It comes with a Turbine Head, in which the rotating brush is powered by suction.
If you have any further questions please reach out at firstname.lastname@example.org and we will be happy to help.
what type of filter is used in the Big Ball Machines?
The Dyson Big Ball does not have any filter.
Thanks for your question.
Our Cinetic Big Ball machines have no filters to wash or replace.
The machine does have an inaccessible internal post-motor HEPA filter that ensures the air leaving the machine is cleaner than the air going in. This filter will never need any owner maintenance and will last the lifetime of the machine.
If you have any further questions, please email us at email@example.com and we will be happy to assist.
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