Dyson, Inc.

Initial Business Response /* (1000, 5, 2015/09/10) */
Thank you for taking the time to communicate to Dyson why the service did not meet your expectations. Per Dyson's records, a new canister was shipped out on 9/10/15 via courier. Please refer to UPS tracking [redacted].
We will...

evaluate how we can prevent this problem from occurring again in the future.
Please accept our sincerest apology for any trouble or inconvenience we have caused you. We are hopeful this will resolve the issue.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the canister that was originally ordered. Thank you!

We submitted an order for a brand new Dyson AM05 (Black and
Nickel) to be sent to this customer using expedited shipping.  We did this
to replace the unit that our customer never got back from the Recall.  We won’t see a tracking number for this shipment until probably...

Thursday, but the
Order has been created and authorized. We hope that this will resolve the issue completely.

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]

I spoke with Mr. [redacted], exchanged his unit at the retailer - his concerns have been addressed. I assured him we would coach the agent he spoke with.

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

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.

We've left several messages on the customer's voicemail last week to no avail. An email was sent today asking him to provide us with the best time and number to contact him.

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.
Thank you for the assistance of solving my problem!
Sincerely,
Feng [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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11606551, and find that this resolution is satisfactory to me. Thank you!!
Sincerely,
Sandra [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,
Vivian [redacted]

Unfortunately, we cannot replace this customer's machine until his machine is registered for warranty service, initial diagnostic and troubleshooting steps are taken, and the machine is sent in to a Dyson service center. It is not Dyson's policy to replace a machine unless a Dyson Service Technician deems it a manufacturing defect and irreparable. If there is damage or a defect covered by warranty support, Dyson would be happy to provide assistance. To begin this process, we will have a support agent call and email him at his provided contact information [redacted], [redacted]@gmail.com  RegardsDyson Quality Assurance

Initial Business Response /* (1000, 8, 2014/11/21) */
I have heard from a Dyson representative. I was told they are going to give me a refund and it will take about 4 weeks. However, I have been told the same information regarding refund or delivery date of my machine numerous times since...

May 2014.
Thank you,
[redacted]

I spoke with Mrs. [redacted], August 30th, I booked her for repair and ordered a free hose. Customer is satisfied with outcome.

Hello,    We apologize for the delay in the wand coming, however we have been experiencing delays with our warehouse and sending out orders. The wand will be delivered today 12/22 by 8pm. Thank you for your patience.  Best,Dyson Quality Assurance Team

This customer is covered by the Dyson 5 year warranty which covers manufacturing defects parts and labor. In accordance with the warranty we will repair and or replace a defective part. We provide replacement machines when the product is deemed unrepairable by a Dyson Technician. In order to...

assess the vacuum, and determine the nature of her reported issue, it must be inspected by a technician at a Dyson Service Center. Based on the address in our records, this customer lives a short distance from our Long Island NY repair facility.

This customer's order shipped on 12/23, with tracking [redacted]. [redacted] has it scheduled for delivery tomorrow on 12/30.  Kind Regards, Dyson Quality Assurance

Just over a year ago I submitted a complaint to Dyson including photographs of a
run or tear that was caused from vacuuming the master bedroom wall to wall carpet with our Dyson
canister vacuum, using the power attachment (serial no. XX-XXXXXB). During normal operation it
snagged and then pulled the wool causing a long run. As the photos show, the tear is in the central
part of the room. I then sent the power head to them and was advised there was no fault with it AND THEY HAVE NEVER SENT IT BACK. I was advised it is up to the customer to check that every carpet can handle their power head suction - this is ridiculous - how is the consumer to know if a carpet is safe for the vacuum? THey have ignored all further correspondence. Poor business poor product poor customer service

Complaint: [redacted]
I am rejecting this response because: The business did not contact me to discuss the complaint as their response stated they would.
Sincerely,
Kevin [redacted]

Hello,   We reviewed the recorded conversation between the customer and our representative.  Per the recorded conversation, the representative never promised the customer that she would send her two "motors" for her old units due to our newest release. The representative informed the...

customer that she would receive 2 "motorhead" accessories with the new machine she was purchasing, as they come standard with that specific machine.  Best Regards,  Dyson Quality Assurance Team