Dyson, Inc.

Final Consumer Response /* (2000, 5, 2014/06/20) */
Consumer indicated complaint has been resolved.

Complaint: [redacted]
I am rejecting this response because:i did email them back and they asked me my ohone number so they could track down my service center call and research that   I never heard back   
Sincerely,
George [redacted]

Initial Business Response /* (1000, 5, 2014/01/30) */
Mr. [redacted] was contacted on [redacted] at 3:05PM. The issue was addressed and Mr. [redacted] has agreed to let us replace his [redacted] fan/heater with a brand new unit of the same color. The order is being processed, and a tracking number will be...

made available to Mr. [redacted] shortly.
Final Consumer Response /* (2000, 7, 2014/01/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/03/20) */
Dyson's Quality Assurance Assist Specialist, [redacted] reached out to Ms. [redacted] today to listen to her concerns.
Ms. [redacted] and [redacted] agreed that Dyson would retain possession of her former AM04 white/silver Hot/Cool air multiplier...

and make sure to dispose of it in an environmental manner.
As a replacement, [redacted] submitted a request to upgrade Ms. [redacted] to a brand new, AM05 nickel/nickel, Hot/Cool air multiplier (pending stock availability). If the the nickel/nickel is not available immediately (we should know by Monday afternoon, March 23, 2015), Ms. [redacted] agreed to take the original white/silver color, upgraded from AM04 to AM05.
Depending upon color availability, it is expected the unit will ship out Tuesday March 23, 2015.
Upon receipt of the unit, Ms. [redacted] will call [redacted] for registration of her two year, manufacturer's warranty covering mfr's defects (full informtation located in the accompanying owner's manual).

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,
Esther [redacted]

We have no record of this customer contacting our support team or registering his machine for warranty support. If he could call our Customer Support line, they would be happy to help him trouble shoot his device and determine the correct course of...

action.  
Regards, 
Dyson Quality Assurance.

We have no record of this customer contacting our support team or registering his machine for warranty support. If he could call our Customer Support line, they would be happy to help him trouble shoot his device and determine the correct course of action.  Regards, Dyson Quality...

Assurance.

We attempted to contact the customer today 7/7/17 at the telephone number provided; however, the voicemail box was full so we were unable to leave a message.

Spoke with Mr[redacted] regarding his concerns noted in his complaint. It was confirmed that he was refunded for his DC50 dyson upright. After conversation he has decided to purchase a new machine via Ebay.

Hello,     Customer has been contacted and we are working with her currently, to resolve this matter. Best,Dyson Quality Assurance Team

Complaint: 11022477
I am rejecting this response because: Looking at the prices on the Dyson website and prices I have found at stores. It would be a better option for me to go to a store and purchase a new unit. 
Sincerely,
Tyler [redacted]

I purchased a heater/fan which continually shut off due to "electrical issues". So I immediately returned the product for a replacement which I am still waiting for... it has been almost a month and I just get the run around when I call Customer Service. The purpose of the heater was to have it at Christmas when family was visiting, but that has come and gone and still no idea of when I will get the replacement. So, I am out over $500 and I don't have the heater. Plus, every time I called customer service I had to wait on the line for 30-60 minutes to talk to an agent or was cut off. Overall, it has been a frustrating process and I will never buy another Dyson product for fear of having to deal with their service department again.

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,
Mina [redacted]

The refund was submitted on 7/11/2017. It may take a couple of days for the banking institution to see the transaction.

Tell us why here... In an effort to gain a clearer understanding and to respond to our customer's wish, we contacted the Dyson Service Center in Paramus NJ and spoke with the repairing technician.  The findings were as follows: The Unit did not malfunction due to a defect in assembly and/or in engineering design. The unit experienced a blockage.  The unit was used to pick up a writing pen that was retrieved from the unit.  The writing pen, 6-8 inches in size, was too large of an item for debris to successfully navigate its way through the inside of the unit and  make it to the collection bin.   The pen was lodged half way through the machine in what is called a change over tube.  The change over tube allows the bi-directional air  flow to toggle back and forth providing suction to the bottom or the top of the unit depending on desired use.  When the Pen was removed by  technician and the unit was tested, it performed to spec.  The customer may benefit from informing all who use the unit going forward to avoid picking up large debris of this nature.

Hello,  A second motorhead has been shipped to the customer. We consider this issue resolved.  Best Regards, Dyson Quality Assurance Team

Initial Business Response /* (1000, 5, 2014/12/30) */
We requested Mrs. [redacted] provide a police report for the unit. Fedex tracking #XXXXXXXXXXXXXXX states delivered. Once the police report is rcv'd we will provide a new unit to our customer.
Initial Consumer...

Rebuttal /* (3000, 7, 2014/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The police report was sent to Dyson on 12/27 AND again on 12/30. I have not received a response nor confirmation that a new product is being shipped. I have not been contacted by Federal Express NOR have the many calls to the 3rd party shipping vendor been returned. Dyson does not disclose that they use a 3rd party vendor and they do not require a signature upon delivery.
Final Business Response /* (4000, 9, 2015/01/08) */
We have sent the customer replacement vacuum to resolve this issue.
Final Consumer Response /* (4200, 11, 2015/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted by a local Dyson retailer/repair shop (Dyson corporation NEVER indicated there was a local retailer to assist me) and they offered for us to pick up the machine. At my own inconvenience, I am in possession of this machine.
ALSO, Dyson does not post all reviews regarding their equipment. I attempted to submit a factual review (per my experience) of their product/customer service experience and I was told that they monitor all reviews and post, if appropriate. This is not a fair nor honest business practice! I am thoroughly disappointed with Dyson as a corporation.

I spoke with Mr. [redacted] today, he has agreed to accept a new cyclone and clear bin assembly. The order #1141096829.

We are trying to research this customer's complaint however we are having some difficulties retrieving information on the vacuums in question.  We would like to request that the customer...

double check the contact information she has provided. 
Please provide us with a Day time and Night time Phone number.  Please provide us with the serial number from the unit in question.  Please provide us with current mailing address and possible last mailing address.  Please provide us with a current email address.  Once we can research the issue, we are certain we will be able to find a 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.  So far.  I did get the product I wanted in the first place, so there is not a need for the refund.  THANK YOU so much for responding and helping me with this claim, as I think they sincerely believed they sent the correct product on December 21 when it was first ordered.  
Sincerely,
Judith [redacted]