Dyson, Inc.

I spoke with Mrs*** to address her concernsI apologized for the misunderstanding and offered her a new cleaner head - customer accepted both

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 expectationsPer Dyson's records, a new canister was shipped out on 9/10/via courierPlease refer to UPS tracking ***
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 youWe 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 orderedThank you!

There was an error with Ms*** *** first refundThe correct refund was reissued and applied to *** on
9-20-

I spoke with Mrs*** last night she has accepted our offer to replace her unit with a new machineCustomer agreed

We reviewed the customer's account the tracking number is 1ZR0967V03376054550 and the order shows it was received by the customer on 9/19/

Hello, The unit was received by the customer, the tools that the customer is referring to were freeThere is no way that we would be able to present a new unit as an offerWe had the tools overnighted to the customer from a Dyson Service CenterWe apologize for the inconvenience but at this time we will not be able to provide a unit for free. Best, Dyson Quality Assurance Team

Hello, The customer's order delay concern has been addressedPlease let us know if you have any questions. Best,Dyson Quality Assurance Team

Hello, Dyson made an attempt via phone to contact the customerThe attempt was unsuccessful as we were unable to leave a voicemailWe reached out to the customer via email and provided her with feedback on how best to resolve this matter. Best Regards, Dyson Quality Assurance
Team

Hello, We went ahead and refunded the customer for their full amount of $Please let us know if there is anything else we can do. Best,Dyson Quality Assurance Team

Initial Business Response /* (1000, 5, 2015/01/24) */
We reached out to Mr*** on Friday January 23, with no answerA message was left to inform our customer he would receive a full refund of $for his heater, along with a $refund for the cleaning of the
home
Initial Consumer Rebuttal /* (3000, 8, 2015/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just would like this case to remain open, until Dyson actually processes the refundThere are far too many cases online, of buyers stat have stated that there were 4-week delays in having dyson issue their refund
I do accept the resolution, I just would like to remain time for Dyson to process the refund, then I will gladly close the case
Thank you
***

Contacted the customer today and left a message to call backPer the notes the customers vacuum is being exchanged for a new vacuum to resolve the issueI attempted to contact the customer to confirm this to be true

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

I purchased a Dyson cordless from *** department store in April When I opened the box, there was no charger included so therefore I was unable to use my vacuum After several calls to Dyson, several lies told to me, finally almost weeks later I received my charger Now we are in the beginning of August and our vacuum is having issues I called Dyson on Monday and was assured a supervisor would call me Now it is Thursday and I had to call back (this seems standard with them) and am once again awaiting a phone call It took calls to get my vacuum registered and come to find out it was registered for the date it was shipped to ***, not the date I purchased from *** I would not recommend Dyson to anyone Their customer service is the worst I have ever dealt with

We have researched this customer's complaint and determined that replacing the unit with an upgrade is best. We have authorized such an upgrade and the customer has been informed. The customer should receive the new unit within business days. We hope this
resolves the issue completely.Exchange order *** has been released for shipment tomorrow

We've had an agent reach out today by phone and email, *** *** Jr ***@dyson.com , regarding a repair facility near this customer's locationOur agent was unable to reach the customer at the provided contact informationHe's left voicemail and an email, but can also be reached at the
previously mentioned email address to settle this issue.
Kind Regards,
Dyson Quality Assurance

A Repair service appointment was made for this customer on 12/1/via email corruspondenceAt this point, we're waiting for the customer's machine to be received by the repair center, they can then begin their process of determining the nature of the customer's repair needs, and applicable
warranty coverage.
Kind Regards,
Dyson Quality Assurance

Initial Business Response /* (1000, 5, 2015/09/02) */
Dyson apologizes if there was a miscommunication between our Customer Service Team and Mr*** in addressing his concernsFor clarity, Dyson does not show a record of Mr*** calling the Customer Service Team on 8/20/However, based
on the complaint, Mr*** was asked to send in his vacuum to be inspected by DysonAt Dyson we take customer concerns seriously as well as the performance of the machinesUnfortunately, Dyson does not find Mr***'s contact information in the system, so they are unable to reach out to the customer directlyIt is requested that Mr*** call the Service Center help line, so Dyson can help arrange for the vacuum to be sent in for inspection on what is causing the unpleasant sound and decrease of suctionWe hope to move forward to a resolution regarding this matter
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AS STATED ABOVE, THE VACCUM CANNOT BE SENT IN BECAUSE I CANNOT GO WITHOUT A VACCUM FOR TWO WEEKSI AM UTTERLY DISAPPOINTED IN THE SERVICE FROM DYSON AND FOR THEY WAY THIS IS BEING HANDLEDI PAID A LOT OF MONEY FOR THIS VACCUMMY PHONE NUMBER IS XXX-XXX-XXXXGIVE ME A CALL! I WILL NOT BUY ANOTHER DYSON PRODUCT IF THIS ISN'T RESOLVEDI HAVE ALREADY HAD IT LOOKED AT BY A LOCAL REPAIR SHOP I WAS SENT TO BY DYSONGET YOUR STUFF TOGETHER DYSON- ***
Final Business Response /* (4000, 9, 2015/09/10) */
Thank you for taking the time to communicate to Dyson on why the service did not meet your expectationPer our records, a customer service representative has given you a call, leaving his contact information in a voicemail, to discuss your issueAt your convenience, please return his phone call so he can better assist you
As it was previously stated, Dyson can help arrange for your vacuum to be sent in to Dyson to be inspected by a Dyson engineer regarding your issue
Dyson takes customer complaints seriously, and we hope we can work together to resolve this issueOur customer care team is eager to hear back from you to help resolve this issue

Initial Business Response /* (1000, 9, 2014/04/14) */
we are honoring the warranty on MrWu's AMrefurb machines - we are sending an AMrefurb until AMrefurb stock is available or at which point we determine if there is an alternate option for the customer
Initial Consumer
Rebuttal /* (2000, 11, 2014/04/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While Dyson's response to the case is slow and Dyson provides little to compensate for my loss, if Dyson does follow through with the proposed resolution in good faith and sicerity, I would accept Dyson's response to my complaint

Hello, We spoke to the customer and ended up sending out the wand as a free of chargeWe apologized for any inconveniencePlease let us know if there is anything further that we need Best,Dyson Quality Assurance Team

We're sorry to hear this customer has encountered any trouble with her machineUnfortunately, we're unable to locate an account for this customer or her product's serial number to look up any warranty information or conversations she may have had with our customer support teamHowever, Dyson does
provide a day refund policy for any machines purchased through us directly, as well as warranty services for all machinesIn order to determine the nature of any warranty service required for her machine, or to provide any possible exchange, the machine would have to be sent in for service by a Dyson service technicianDyson typically only provides replacements in the event a service technician deems the machine irreparable due to manufacturing faultWe will have a customer support agent reach out to this customer in order to discuss her options regarding her machine at ***) *** and ***@gmail.com Kind Regards, Dyson Quality Assurance