Dyson, Inc.

An exchange order was placed for this customer on 12/6, the customer may reference Exchange Order: 1140988193 if he needs to contact customer support again.
font-size: 10pt; font-family: Arial, sans-serif;"> The order shipped out today 12/13 with FedEx tracking # [redacted]
 
Kind regards
Dyson Quality Assurance

We have examined our customer’s complaint.  This customer has a Dyson DC23 Canister unit that was purchased on 07/11/2010.  This...

unit came with a 5 year warranty that covers manufacturing defects.  This warranty does not cover wear and tear or accidental damages to the unit.    That warranty matured on 07/11/2015 which is approx. 5 years after the purchase date.  Even though the Customer has a unit that no longer has a valid warranty, we extended a gesture of goodwill and attempted to resolve the issue by sending a new replacement part to replace the part that was not functioning.  If this gesture has failed then the next options are for the customer to either get the unit examined and repaired or possible purchase a new unit.  If purchasing a new unit is something they wish to do, we would be willing to offer the customer 25% off of any new vacuum that is on our website and available for sale.  www.dyson.com.  Getting our customers into new technology is always our goal as we are constantly redesigning and attempting to improve our products.  We hope these options will lead the customer to a resolution they find acceptable.

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

Believing Dyson's remarkable marketing scheme, I purchased an upright ball vacuum. It worked well for about a year, although I never liked the extension hose for attachments. It is stiff and keeps retracting. It is so difficult to use that I rarely use it, which is one of the reasons I purchased it. It worked less well the second year. The on/off switch quit working. My husband took the cover off and we were able to use it by pressing down on the on/off buttons directly without the cover. Then the carpet/wood floor toggle quit working. Then it quit sucking all together.
We called Dyson customer service. No problem! they claim. They gave us a reference number and told us to take it to our nearest [redacted]. A few hours later, we did. [redacted] said our claim wasn't in the system yet and they would send it when it was. [redacted] said they get Dysons for repairs often and it takes at least several days or longer for the claims to get in the system.
We waited three days, then returned to [redacted] for a receipt. [redacted] said our claim still wasn't in the system. I emailed Dyson. They said it was in the system, and did I not give them my reference number, and that [redacted] didn't put in the proper cods. Of course I gave [redacted] the reference number. We called Dyson customer service. They kept us on hold while they called the [redacted] office where our vacuum was. The customer service rep said they just talked to [redacted] and everything was done, the claim handled.
We went the next day to pick up the receipt. Our vacuum was still sitting at [redacted]. The [redacted] clerk said (1) they never received a call the day before from Dyson, (2) of course they put in the proper code, (3) our claim was not going through. I was beginning to doubt who was telling the truth.
We called Dyson again. Again they called [redacted] while we were on hold and told us the same thing--everything was handled and our vacuum cleaner had been shipped.
We went back to [redacted] to pick up the receipt. Yes, Dyson did call the second time they claimed to have called. [redacted] rep said that the [redacted] system was not working, and that they had to enter the claim on their system manually. The rep said she wrote down the Dyson rep's name, time and date to verify that that this was not [redacted]'s fault. [redacted] said this is the norm when dealing with Dyson.

Hi there, thank you for the prompt response. Yes, I walked into the [redacted] store carrying the vacum and was able to ship the item today. It was sent to the service center in Paramus, NJ.  My complain with the Revdex.com is regarding the marketing of this item (because it not easy to maintain, or easy to use) due to very complicated ball technology, that clogs very easily and is not simple to clean as advertised.  I would like to keep this complain open until I found out why the item stopped working as promised, and why even after I followed all the additional cleaning steps shown in the videos, the product was trowing dust back into the rug instead of taking dust into the proper dust bin.Therefore, I am still not fully satisfied, because I don't know why the item stopped working as advertised. Thanks again for your cooperation!Ana
Complaint: 11104340
I am rejecting this response because:
Sincerely,
Ana [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]I am still wanting on Dyson to finish this case,Please stand by!

Initial Business Response /* (1000, 5, 2014/04/08) */
We are eager to address this issue, however, the customer did not provide a contact number or email. We have also checked our records and have no contact information for this customer, as we have not received any documented complaints...

regarding our products.

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

Initial Business Response /* (1000, 5, 2014/12/09) */
Refund request has been submitted on behalf of the customer. The customer will receive $399.99 plus appliable state tax within 4-6 weeks.

Very irresponsible company, I placed an order during their cyber monday sale and chat with an online rep on price matching with [redacted], oddly I was told that a price adjusment can only be done after the order is shipped, ok fine; and the rep did confirm that she got permission from her supervisor that they will honor the price match.
After a week the order finally shipped and I tried calling them, their phone was set to a VM that saying due to high volume of cyber monday sale they closed phone support; and their online chat is showing as unavilable, so I contact their customer service thru email.
After my email sent, in about 48 hours I received an response saying the email is being forwarded to a different dept, so I kept waiting, after 5 days no reply; I emailed them back asking why their email says I should receive a reponse within 24 to 48 hours but its been 5 days and still nothing?
someone replied and asked me to provide a link, which I did and then I also included the chat history that was sent by Dyson to me ( you can request the hisotry to be sent to you anytime during your chat online).
Again, the response was asking me to send them a link for [redacted], and I did, also repeated the whole situation; after waiting another day, I received the exact same response: asking me to provide them a [redacted] link.
So I called them, I thought it will be easier, but sadly no, I was told by the person that picked up my call, she was advised by a supervisor that they do not match with [redacted]. and she asked me to provide her the name of the supervisor who approved it. I said I was not told the name, however I have the entire histtory and its recorded on dyson.com so you can check for yourself.
She said, "no, we cannot honor that". I asked if I was previously advised incorrectly, she asked me again to provide a supervisor's name, so I asked if she can give me the name of the supervisor who just advised her and she said she cannot; I was like...you guys do not give out that info and you are asking me for something you guys dont even give out?
again I offered to send her the whole chat history, she said "i cannot give you my email," and she told me to contact their email team; so I explained again why that email team wasn't helping the situation and then she said "im unable to help you you have to go talk to the email team who are billing department"
the whole call last abour 20 mins going nowhere and I waited 20mins just to get a hold of her and was given zero help.
I'm very upset because I felt cheated and not cared. Dyson said they guarantee their price and here I have a chat history with their employee who confirmed with a supervisor and they do not want to honor it.
I will not advise anyone to purchase from them for the following reason:
1. Very hard to get any sort of help ( you have to keep on waiting, on emails or even on the phone)
2. Very chaotic management ( people are telling different things and its very confusing)
3. Shipping is slow and problematic (my 3 tools were shipped separately and I have to literately follow up on everyone to make sure I have them, cause if you don't, some tools are not even in stock and they will not contact you for updates unless you keep them on track on what have arrived and what's missing; here I am after 2 weeks only recieved one tool, and one is still on the way while the mattress tool is not in stock and after my 3 emails somebody finally told me that they dont have any but will let me know once they have it, so yes , I will have to follow it up myself to ensure I receive everything I paid for!)

We've reached out to the customer and advised them they can pick up their unit - Dyson has covered the charge for cleaning.

Hello,  Spoke to customer and we resolved this matter by offering her an exchange for another machine. Customer accepted offer.  Best Regards, Dyson Quality Assurance Team

Complaint: [redacted]
I am rejecting this response because: Dyson continues to shirk their responsibility to make things right, express empathy, and take accountability for their poor and inadequate service. The Dyson Quality Assurance Team believes that since I received the tools this situation should be resolved, however, this does not account for the unacceptable service Dyson has consistently delivered. The tools in question were part of a vacuum promotion, so stating they were free is a cop out. Dyson had more than a dozen opportunities to rectify this issue, but has failed to do so at every step. Every call I made, every internet chat discussion, every (unanswered) service request I submitted yielded no effort from Dyson, not until a Revdex.com complaint prompted them to respond. Dyson is again refusing to offer service recovery in the form of a Dyson product free of charge, however they do have the ability to offer me a full refund of my original purchase. This would account for all of the work, time, and energy I've put into trying to manage this situation. Sincerely,
Stephen [redacted]

Initial Business Response /* (1000, 5, 2015/08/13) */
Dyson apologizes if there was a miscommunication between our Customer Service team and the customer in addressing her concerns. Dyson's records indicate that a refund in the requested amount was sent to the customer.
At Dyson, we take our...

customer concerns seriously, and hope a resolution has been accomplished.

Hello,    Attempted to reach out to the customer and got voicemail, customer can reach us at [email protected] if they want get a hold of us. Please let us know if you have any questions. Best,Dyson Quality Assurance Team

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

Complaint: [redacted]
I am rejecting this response because:  Sounds like a clever cover to me.  However, I have my refund and that is all I wanted.  No further action is necessary.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12388058, and find that this resolution is satisfactory to me.
Sincerely,
Tae [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11627954, and find...

that this resolution is satisfactory to me.
Sincerely,
Reno [redacted]

The Online Team has spoken to this customer and arranged for her unit to be exchanged with a newer upgraded unit.  This agreement took place on 3/5/2016.  Exchange Order 1140464774.    This should resolve the issue completely.