Dyson, Inc.

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,
Lin ***

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 called about a part that needed replacing on my Dyson vacuumThe rep told me my machine was within warranty but the part was considered wear and tear and thus not covered - which at this point I understoodThe problems began when getting the replacement partThe rep offered to send it to me w/shipping waived however I told him I need the part right away because I needed to clean my homeHe said he would cancel the order and told me where to find a dyson parts merchant in my areaHe neglected to tell me that the part would cost more than what he quoted meThen I receive the part in the mail as well and my card was chargedI call to let them know what happened and they say ok, return the part to us and we will refund you once we receive itI check my credit card and they didn't refund the amount they charged me! What a terrible experienceNow I have to call AGAIN and who knows if they will refund me the differenceI hope I never have to deal with this company again

Complaint:
I am rejecting this response because: I think it's obvious by their response customer service is not a high priority for themThey make offers they don't keep and when confronted with that seem to find nothing wrong with going back on their wordA right and true company would see that but Dyson appears to only worry about their bottom line which I won't be contributing too any longer
Sincerely,
Michael ***

Revdex.com:
I have
reviewed the response made by the business in reference to complaint ID ***As recommended by Dyson, I have had the delivery changed from my address to the *** office on *** Avenue near my homeUpon receipt of said fan, I will find that this resolution is satisfactory to me
Sincerely,
*** ***

I placed an order with Dyson over a week agoThe order was placed over the phone, which I have no complaints aboutCustomer service rep gave us a good discountThe problem is that the item still hasn’t been shipped even though we were told we should receive the item within days I contacted customer service multiple timesEach time they lieLast time I called them on Saturday and was told the item is to be picked up that day by the carrier and I should get an email with tracking number by the end of next dayI contacted them on Monday again and was told the item hasn’t been shippedThe rep promised she would contact warehouse and email me with the detailsShe never didI called again on TuesdayRep promised to escalate the issue to the supervisor and get back to me with the tracking numberThe day is almost over and I didn’t hear back from them againMy credit card has already been chargedThe first one told me that if they charged the card it means the item was shipped but yet they don’t have the tracking numberI am planning on calling my bank and reporting them as a fraud I will never go back to this company againYou can’t even check the order status online instead you have to call them every time there is an issueFor the price you pay for the vacuums they should provide better service

Initial Business Response /* (1000, 5, 2015/03/16) */
We here at Dyson have a year warranty on our upright vacuums that were purchased newWe determine the start date of a particular units warranty based on the day it is registered by the customer after purchaseIf this customer would
like to provide us with a valid proof of purchase and we determine that the start date we may have on file is incorrect, we will be happy to change the date and reconsider the unit under the parameters of the WarrantyA proof of purchase can be a receipt, or a purchase transaction on a bank card statement, or credit card statement, for exampleAlso wish to note that the Dyson Warranty only covers manufacturing defects, and parts and labor as a result ofIt does not cover user wear and tear and cleaning of a particular unitIt also states that if under the warranty provisions a unit cannot be repaired, we will happily replace the unit with the same unit or one similar and or better
Please provide us with the correct and updated information regarding the unit's purchase date and we will be happy to address and resolve this customers concern
Initial Consumer Rebuttal /* (3000, 7, 2015/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know that we purchased the vacuum on December as if was a Christmas gift for my wifeBut I do not have the receipt, I would of kept it if I knew that Dyson would actually try to get out of their obligationYou would think that Dyson is a big name and won't try to do that to their customersI am so disappointed at this point and will never buy your products again
Final Business Response /* (4000, 9, 2015/03/25) */
We here at Dyson stand behind our products and honor valid registered warrantied unitsUsing the Customers standard, this unit has been out of warranty since approximately December With that said, we here at Dyson are always willing to assist our customersWe have two alternative options that may be helpful and possible resolve the customer's issue
We would be happy to contact the customer directly and troubleshoot their unitIf we could establish exactly what is stopping the machine from working, the fix of the problem could be a simple few things that merely a part, or a cleaning may resolve
We offer a traprogram for customers who wish to get into new technology while not spending full pricesWe would be happy to explain this option further, if requested to
Again with the warranty being expired, these two are options that may be helpful
Final Consumer Response /* (4200, 11, 2015/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dyson is not telling the truth, we called at the end of last year and early this year and customer service told us that warranty has expired last July which is not true eitherThey did a troubleshoot before and asked to send someone over to fix it at our expense (how wrong is that) and offered the trade in (20% of a new vacuum) what a joke, I can get 30% off at KohlsAt this point, I just want other customers to know how wrong the GIANT Dyson cois and be-aware of how they treat their customers after spending almost 2K on their products in the last yearsNever again Dyson

Initial Business Response /* (1000, 5, 2014/12/12) */
The customer was sent the part via UPS tracking number #XXXXXXXXXXXXXXXXXXXXXX delivered on 12/10/
Initial Consumer Rebuttal /* (3000, 7, 2014/12/16) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
A replacement is NOT a good-will one-time mercy within 5-year purchase warranty
The company is obligated for their crappy design/design flaw
Hopefully the replacement no longer has the same issue within years, and I do not need to deal with you again

One of our specialist will contact the customer on Monday, January 20th concerning her Vunit

Upon researching this complaint we found that our Online Customer Service Team had already addressed this customers concern. On 12/15/we authorized a brand new Dyson AMto be sent to the customer in order to replace the unit that she never received back from the recall.
This unit is upgrades up from her original unit and we certainly hope that its satisfies

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 am still wanting on Dyson to finish this case,Please stand by!

Dyson apologizes that you were unhappy with the quality of the productAt Dyson, we take our customer satisfaction seriously. A Dyson Quality Assurance Specialist has reach out to the customer directly to obtain additional information needed to help resolve this issue. The Dyson
Specialist left his contact information and requested a return phone call from the customer. Dyson looks forward to working with the customer directly to help resolve this issue

We attempted to have an agent contact this customer regarding a replacementHe may contact *** *** in our support department at ***@dyson.com to further discuss this matter.
Regards
Dyson Quality Assurance

We have spoken directly to our customer who has expressed her overall dissatisfaction with her purchase of our product. We found that her particular frustrations and our missed opportunity, from a customer service standpoint, caused an impasse that could only be resolved by honoring the customer’s request for a refund. We will contact the customer directly again today to inform her that her request will be honored. We will discuss any details and procedures that will follow with our customer at that time

Hello, We are unable to provide the customer a refund as he is outside of the return policyHe does have the option to purchase our newest model, but if customer would like another machine we can exchange for a like modelWe consider this matter resolved as we are unable to accept a
return or exchange the vacuum for our newer model Best Regards, Dyson Quality Assurance Team

Hello! We left a voicemail for Mr***, we would love to speak with him regarding this matter, and work with him further on thisHe can reach us at 630-947-1213. Thank you, Dyson Quality Assurance Team

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,
*** ***

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 I will await contact from the business in regards to replacing my vacuum My contact number is (***) ***
Sincerely,
Celia ***

We called and spoke with our customer. We expressed our apologies for not getting back to him in a timely manner. We found a resolution. We are sending the customer a new/upgraded Vacuum. The Customer is pleased and we hope this resolves the issue

Dyson customer service is inconsistent, disorganized, and has some serious follissues
We had an AMheaterWhen they issued the recall, we sent it in, as requested, back in November January rolled around with still no infoTurns out they delivered it to our old address despite explicit instructions not to in their own system and on the heater's paperwork, and now they can't find itCS promised to send a replacement ASAPWell, weeks later, still no replacementCalled to find out why, and they never sent it because our original color was out of stock and they didn't know what color we wanted! Really?? They had a phone number but never bothered calling to ask
Fine, so they sent a brand new one out rush deliveryIt arrived today, I plugged it in, turned it on, it ran for seconds and shut off, blinking "E3." Nothing in the manual about an Eerror codeSo I plugged it back in, and it shot out sparks and started smokingI called to report this and requested a refund because we are so sick of this, and hey how convenient they don't do refundsFor a $heaterUnbelievableAnd it's way too late to return it to the merchant (who bears no culpability in any of this anyway)Oh, and CS tried to tell me that she wasn't quite sure what Ecode meant but that it 'probably' was due to a power source issue not their precious heaterRightOur non-Dyson heater has been working just fine at that outlet all winter, as does the vacuum, the phone charger, and a laptopAnd she wasn't even sure that's what the code meansNo one seems toWhat is the point of these error codes?
So now I have to once again deliver it to UPS and wait another who knows how long for a different heater to arrive that may or may not workExtremely frustrating experience, will not be buying Dyson products again