Dyson, Inc.

Dyson has contacted the repair facility and determined that a repair under the warranty is acceptable.  The Repair facility will follow up with the customer.  This should resolve the issue.

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,
Keith [redacted]

Complaint: [redacted]
I am rejecting this response...

because: I was not offered like for like. We returned the vac they sent us, we reviewed the differences and the vac they sent is noting like the one we had. Tried too contact Dyson to make them aware, that we want the Dyson animal . 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/02/07) */
We sincerely regret our customer [redacted] has not been happy with our product. Our Dyson appliance warranty covers against original defects in materials and workmanship for a period of 5 years from the date of purchase, when used...

for private household purposes in accordance with the Dyson Operating Manual. This warranty provides, at no extra cost to the customer, all labor and parts necessary to ensure your appliance is in proper operating condition during the warranty period. According to our registration records, our customer purchased her DC17 Animal in March of 2008 which would place her out of warranty. We have no record of the DC25 vacuum stated in this Revdex.com complaint. However, we would be willing to inspect and repair each vacuum cleaner at our regional Dyson Service Center at no cost to our customer as a gester of good will.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am so dissappointed a multi-million dollar corporation cannot stand behind not ONE but TWO of their LIFELONG vacccuums!!! Are you kidding me? I have never spent $500.00 on anything, let alone a vaccuum!! This Dyson corporation is not taking responsibility for their RIDICULOUSLY expensive vaccuums!!! This brand new regional Dyson Service Center recently opened only 7 months ago. There was no place to bring these ONE THOUSAND DOLLAR machines. I beieved these were from the UK. I would be happy to drop both these vacccuums off to the regional sevice center in Plainview, NY; so they can be used for parts. Just a 30 minutes from here, There is absolutly no reason for BOTH these vaccuums NOT to work. Again, I live in a 650 square ft. apartment...they BOTH should be working. I have a livingroom and one bedroom...unacceptable.
Final Business Response /* (4000, 23, 2015/03/24) */
We made an attempt to call the customer at the number she provided. (631-232-0669) She did not answer so we left a detailed message and asked her to return my call. She states that she is interested in clarifying some of the information that we have already communicated through this Revdex.com complaint. We will be happy to offer clarity over the phone and to get this resolved for her as soon as we can. Please notify the customer of our attempt to contact.
Final Consumer Response /* (2000, 26, 2015/03/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dyson helped fix my 2 broken Dyson vacuums. They also offered a discount on the DC65 complete. Thank you, [redacted]
for helping me with all of the above.

Initial Business Response /* (1000, 11, 2014/08/06) */
Dyson has been in contact with Ms. [redacted], she has advised us of her receipt of both units and no longer wants a refund. Per the customer she is happy and her issue has been resolved to her satisfaction.

I purchased 3 Dyson hair dryers for Christmas gifts on September 2,2016 when they first became available. They were received around September 15th. I wrapped them and saved them for December 25,2017. One was for myself and the two others were for my daughters. Each one of us experienced terrible results when we used them. Our hair was left frizzy and damaged. I called Dyson to ask for a refund on the credit card they were charged on and was told they had a 30 day return policy and the fact they were Christmas gifts didn't matter. I spoke to a woman named Krystel [redacted] who claimed to be a supervisor. I asked to speak to someone above her rank in the company and she said she was in the corporate office and no one else could help me. Finally she said someone would call me back in 24-48 hours. No one has called.I was very angry. I hope this call was recorded. She was rude and unprofessional. I have been a Dyson customer from the time they began selling vacuum cleaners. I own 3 Dyson vacuum cleaners and felt confident in the integrity in the company. I could have made my purchase through [redacted] or [redacted] and not have had this problem. I will never do business with Dyson again and will share this experience with all of my friends and acquaintances. Please warn others that this product has been terrible for all three of us and the company is worse.

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]

it is very sad that it took one month and a complaint to the Revdex.com to receive any type...

of resolution.
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 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.

Our customer contacted us via email and was responded to by an online representative.  Our online representative arranged for the customer's unit to be shipped to a Regional Dyson Service Center for inspection.  The customer will be contacted by the Regional Service Center if the...

inspection yields a service that is chargeable. If a repair is needed that falls within the guidelines of the warranty, then a repair will be completed.  Once all actions are completed the unit will be returned to the customer at her home via [redacted].  We hope that this resolves the issue completely. Dyson Quality Assurance

Miss B. [redacted] refund has been processed. Customer financial institution should reflect the credit.

Hello Mr. [redacted],     We offered an exchange with an updated shipping address and the customer accepted our offer. Order number for his exchange is [redacted]. Please let us know if you have any questions.     Dyson Quality Assurance Team

We have reviewed the Customer's Statement of the Problem as well as the desired settlement.  We would be willing to allow the customer to buy the Fluffy Head Attachment/Part at a fair...

price.  We offer this Attachment/Part to the customer at 20% off retail price as sold by Dyson.  The retail Price as sold by Dyson is $149.99. (Taxes and Shipping not included)  Per the customer's desired settlement we expect this will resolve the customer's issue.  We await our customer's response.

Customer approved for replacement unit non 3/4/2016.  Customer unit authorized for shipment  on 3/7/2016. Customer to receive a brand new [redacted] hot +cool fan. Customer will be getting an email update ([redacted]@gmail.com) that will provide her with a Tracking number so she may track...

the units travel.  The customer should expect to have the unit in her possession within 7 business days.

Hello,      We have tried to contact the customer via phone but he did not answer our call.    Best,   Dyson Quality Assurance Team

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.

Purchased a cordless Dyson v6 animal in August 2015. Vacuum stopped working the fifth day I had. Called Dyson customer service and did some troubleshooting which turns out it was the neck or the wand of the vacuum that wasn't working. They scheduled for a new want to be sent to me in 7-10 days. I waited two weeks with no response. Called back to find out they haven't shipped it. They placed another order to ship priority mail 3-5 days. a week later called back to find out they hadn't shipped it again. Also found out my motor head wasn't working either. They shipped a new motor head in 3 days but shipped the want for 3-5 days. I got the motor head but never received the want. Still having issues with the new motor head.
Called back to have them ship me a whole new vacuum. They paid for the shipping and provided them the tracking number and they would ship a new vacuum once the I shipped was delivered.
It is now January 13, 2016 and it was delivered but never got a notice of a new one being shipped out. Called Dyson again on January 16, 2016 and they confirmed they received my shipped vacuum and will send a new Monday the 18th. Once again never got notification so called again on Tuesday the 19th and spoke with a representative named Julius. He went on to explain that I haven't shipped the original vacuum and they wont ship a new one to me. I proceeded to provide him/Dyson again with the tracking number confirming my delivery. I asked for a new one to be shipped priority mail and he refused, so I asked for management which he responded they would get back to me in 48hrs. I refused his response then he replied with, he is provided me the best customer service and he has been a rep for 6 years and that I do not have the right to be upset. I finished that call and called back five minuted later and spoke to Maria who immediately reviewed the notes on my account, spoke to a manager, and are shipping me a new vacuum in 3-4 days. I haven't received my vacuum yet but it has only been 1 days since that phone call. My experience with Dyson has been awful and the most horrible experience I have ever had to deal with. I feel they need to be accountable for there mistake which is why I am reporting them. It has been four months since I have had a working vacuum because Dyson kept forgetting to ship me new parts and not cooperating with sending me a new vacuum.