Dyson, Inc.

Please see the screen shot below.  I have manually refunded the orders. Please advise the customer the funds will be viewable within a few business days and the refund is now in the hands of the customer’s financial institution. Order [redacted]

Complaint: [redacted]
I am rejecting this response because:It doesn’t address the much greater issue of a need for Dyson to  be honest about the fact that The reason they have claimed that the dryer was out of stock since the middle of last year is because the old version of it was faulty. They are lying about the number of them that have been returned, they’re lying about the fact that there is a known electrical issue, and no investigation has been done to prompt a product recall, but one is necessary. They’re releasing a new model shortly, which has been getting tested for quite a while now, but they also haven’t been telling the truth about that.  It was finally confirmed by a Dyson employee to me last weej after several others had denied  it repeatedly. They redesigned the dryer because the old one was faulty. They are pretending that isn’t the reason. In the meantime, there are a huge number of Supersonic hair dryers have failed under warranty,  and in many cases they are not making good on this. They are either sending an inferior model as a replacement, because they can’t send another one that will fail, And they’re making it exceedingly difficult for people to get replacements or refunds even though they’re failing under warranty. If you inquire, they will tell you that only 298 units have failed and been returned. If that is true, it is some kind of coincidence, because I personally have had contact with at least 20 to 30 people who have had failed blow dryer, and the woman at our local [redacted] store has seen at least 5 to 10% of them get returned to her store alone.  If I weren’t already sure Dyson actively hiding the truth, then it was only confirmed further when a Dyson employee named Tony [redacted] would have contacted me last week and asked me, in exchange for a refund check, to sign a legally binding document agreeing not to pursue any legal action or share my experiences publicly. I refused, of course, but why would they do this unless they had something to fear from me and what I know?
Sincerely,
Shannon [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We have considered the customer's rejection.  However we at Dyson feel that our last offer to resolve the issue will be our final offer.
 
Thank you.

We called and contacted the customer at the number she
provided in the complaint.  We spoke with
the customer and determined that her request for a new replacement charger was
reasonable. We value our customers and we are happy to stand behind our
products.  We sent her a new charger...

and
provided the customer with delivery information and approximately when the unit
would arrive at her home (UPS Tracking Number [redacted])We hope this resolves the issue. Dyson QA

Dyson contacted the customer and spoke with Mr. Phil [redacted] last night and provided a resolution for his issue. The customer was offered a new Cinetic Animal+ Allergy upright with new 5 year warranty (order number [redacted]). The customer accepted the resolution and gave his gratitude. We...

hope this resolves this issue completely

Initial Business Response /* (1000, 5, 2014/11/21) */
We have reached out to the customer and have yet to receive a response. A message was left via telephone requesting the customer to return our call.
Initial Consumer Rebuttal /* (3000, 12, 2014/12/08) */
These people NEVER...

tried to contact me at all I am still waiting for a phone call!!
Final Business Response /* (4000, 14, 2014/12/08) */
We have spoken with Mrs [redacted]. She has agreed to allow us to send her a new replacement unit in exchange for her current unit. I have shipped a box via UPS next day air, so that she can return her machine. We have ordered her replacement, and anticipate the unit shipping within 7-10 business days.

I contacted Mr. [redacted] today, customer has agreed to allow me to ship another unit to him. Once unit ships we will contact [redacted] to redirect the package at the [redacted] store located at [redacted] Ave, 301 Brooklyn, NY 11201. Customer agreed to the arrangements.

Final Consumer Response /* (450, 11, 2014/05/21) */
Hi
Has Dyson responded to my case XXXXXXXX? They did say they made me aware of a replacement but I didn't see where. Thanks for being so helpful!
[redacted]
Consumer Response /* (450, 15, 2014/05/22) */
Arriving home from work I...

did have an opportunity to open and use the AM06 unit sent by Dyson. It is a very nice unit and I am very appreciative. My concern now is waiting for someone to tell me what is happening in regards to the old unit. Do you want the tower portion back? The who fan? I'm concerned using the packaging the new one came in in the event I need to utilize that. I do have to say that while your customer service seems excellent behind the scene it is very hard to reach. Long hold times and so many agents involved in my case it is difficult to have any cohesion. If I need to send back just the tower portion I do have a box that size. Please update me and let me know how to proceed. Thank you.
Business Response /* (2000, 15, 2014/05/22) */
Arriving home from work I did have an opportunity to open and use the AM06 unit sent by Dyson. It is a very nice unit and I am very appreciative. My concern now is waiting for someone to tell me what is happening in regards to the old unit. Do you want the tower portion back? The who fan? I'm concerned using the packaging the new one came in in the event I need to utilize that. I do have to say that while your customer service seems excellent behind the scene it is very hard to reach. Long hold times and so many agents involved in my case it is difficult to have any cohesion. If I need to send back just the tower portion I do have a box that size. Please update me and let me know how to proceed. Thank you.
Consumer Response /* (3000, 20, 2014/07/30) */
Hello
May I reopen this case as my unit is making noise again.
Thank you
[redacted]
Business Response /* (4000, 24, 2014/08/05) */
A message was left for Mr [redacted] regarding his claim. We are prepared to offer Mr [redacted] an upgrade from his AM01 fan to our new AM06. We are awaiting his return call.
Business Response /* (2000, 15, 2014/05/22) */
Arriving home from work I did have an opportunity to open and use the AM06 unit sent by Dyson. It is a very nice unit and I am very appreciative. My concern now is waiting for someone to tell me what is happening in regards to the old unit. Do you want the tower portion back? The who fan? I'm concerned using the packaging the new one came in in the event I need to utilize that. I do have to say that while your customer service seems excellent behind the scene it is very hard to reach. Long hold times and so many agents involved in my case it is difficult to have any cohesion. If I need to send back just the tower portion I do have a box that size. Please update me and let me know how to proceed. Thank you.
Consumer Response /* (3000, 20, 2014/07/30) */
Hello
May I reopen this case as my unit is making noise again.
Thank you
[redacted]
Business Response /* (4000, 24, 2014/08/05) */
A message was left for Mr [redacted] regarding his claim. We are prepared to offer Mr [redacted] an upgrade from his AM01 fan to our new AM06. We are awaiting his return call.
Consumer Response /* (2001, 30, 2014/08/19) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
The business and[redacted] specifically was excellent in seeing that my case was resolved quickly, and to my satisfaction exceptionally.

We contacted the customer concerning the water issue. The customer was under the impression that he needed to wash his filters prior to sending the unit in for inspection. We advised him that the water in the filter got into the unit and damaged the motor. Dyson will be replacing the unit and...

customer has agreed.

An agent has reached out to this customer, left a voicemail, and a new cleaner head is being shipped. The order number is [redacted] if the customer would like to call in to confirm. 
"Segoe UI";">

Initial Business Response /* (1000, 5, 2014/10/16) */
We have reached out to Mr. [redacted]. We are waiting to hear if Mr. [redacted] agrees with our resolution. We are prepared to ship Mr. [redacted] a brand new unit as a replacement.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/25) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
I have received the unit. But it was a hassle again to even get the unit after returning the other one. Had I not filed the complaint and some one called I would still be waiting for the unit to arrive. The person I talked with said I was giving wrong information once again but he did take care of getting the unit shipped.
However I am still waiting on the $200 voucher which has not been delivered as of yet or my calls returned as of yet after leaving message as requested by the representative. I had a question regarding unclaimed property law and the voucher. However with the voucher I am assuming I can use at any store.
But as I have waited, I have found a unit to purchase with the voucher but it goes off sales tomorrow (10/26) and the price will increase further. At this point along with the voucher which has not been received as of yet I am requesting the difference be funded as well since the sales of the unit ends tomorrow Sunday and without a voucher am not able to purchase at the sale price.
The sale is thru [redacted] for around $250 plus 9.99 shipping. After the sales ends the normal price increases. Thus I am requesting the difference be paid to me from Dyson for not having the ability to take advantage of the sale to redeem the voucher. Or to sale me the same unit or similar (hot & cold) for the same price with the voucher, thus making the cost be roughly $60 for me out of pocket.
Final Business Response /* (4000, 9, 2014/10/31) */
We have agreed to provide Mr [redacted] with a full refund and $200 voucher to resolve this issue.

Our customer was contacted by an online representative on 1/19/2016.  The online representative was happy to send a replacement part to the customer free as a gesture of good after explaining that wear and tear should be a factor one considers going forward.  It is our understanding...

that our customer was pleased with this resolution.
 
The customer received this replacement part via Usps

9261290126112924224050

 


 
 
 
Quality assurance

Initial Business Response /* (1000, 5, 2015/02/03) */
The new unit is scheduled for delivery on Wednesday, Febuary 4, 2015. Via tracking number [redacted]XXXXXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/02/03) */
(The consumer indicated he/she DID NOT accept the response from...

the business.)
I'm waiting to see IF the heater comes as promised in 7-10 days. I've seen a UPS slip for a box to ship the old one but not the new one. When the new one comes I gladly accept the new one.

Complaint: [redacted]
I am rejecting this response because: As I said in my first message the term motor head does not even exist in the dictionary. I have asked several people what they would think they were talking about the motor. The part at the top of the vacuum that makes the accessories work. This is a term they use in their industry and it is not one that your average person has ever heard before especially if they are elderly they would assume they were talking about the motor. I never thought they were going to trade my vacuum. I did ask her numerous times to clarify what she was saying and I continued to interpret it the same. She probably mentioned the floor heads but I assumed they came with it because I already had one. I would be really surprised if they had never had a customer confused about this term. The salesperson knew when I called that I already owned a V6 absolute because I was calling for a part for it so why would I think that it did not come with hard floor and carpet attachments. I am not going to go on and on about this because I don't want to take away from my original complaint but they should straight forward terminology when dealing with their customers not terminology that is only well known in their industry.
Sincerely,
Dale [redacted]

Hello,  We received the...

customer voicemails and contacted her back and did not get an answer. We are waiting on a call back from the customer to follow up on this matter. If the customer can provide us with the best time to reach her we will follow up around that time.  Best Regards, Dyson Quality Assurance Team

Hello,  We have been in communication with this customer and addressed her concerns. Customer will be receiving a refund.  This has been resolved.  Best Regards, Dyson Quality Assurance Team

Spoke to Alex regarding Supersonic, even though we processed refund, he disputed the charges on his credit card. No further action needed.

Revdex.com: Issue resolved and happy with the outcome :)
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Leonel [redacted]

I spoke with Mrs. [redacted] to address her concerns. We have agreed to provide the customer with a full refund. Mrs. [redacted] will forward her receipt from Bestbuy to start the process. The customer is aware of the process time.