Dyson, Inc.

Initial Business Response /* (1000, 5, 2015/06/11) */
We have resolved this issue with this customer. This customer has verified today that the refund has been received by her and is in her account.
Hopefully this resolves the issue completely
Thank You

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]

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.

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

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

This customer's replacement was shipped on 12/21. Tracking number is [redacted]. It appears to have been marked delivered by [redacted] on 12/23.
We hope the customer is enjoying his new machine. 
 
Kind Regards, 
Dyson Quality Assurance

Hello,   After speaking with the customer, we informed her that we would not be able to do a refund since she bought the units from [redacted]. We are going to have both units sent out for repair and have [redacted] pick the units up from her home. Please let us know if we can be of further...

assistance. Best,Dyson Quality Assurance Team

There was an error with Ms. [redacted] 832036774 first refund. The correct refund was reissued and applied to [redacted] on  9-20-2016.

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.

Initial Business Response /* (1000, 5, 2014/12/31) */
Left message 2nd message for customer on 12/31/2014 @ 12:36PM. We will discuss a refund once our customer returns our phone call.

We've had an agent reach out today by phone and email, [redacted] Jr [redacted]@dyson.com , regarding a repair facility near this customer's location. Our agent was unable to reach the customer at the provided contact information. He'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

Revdex.com:
I...

have reviewed the response made by the business in reference to complaint ID 11164811, and find that this resolution is satisfactory to me.
Sincerely,
Yasmin [redacted]

Ms. [redacted] will be contacted tomorrow by a member of my team where we will make an arrangement to have her unit exchanged for a new one.

Initial Business Response /* (1000, 5, 2014/04/23) */
The customer was notified that we are expecting to have her check processed this week and we will keep her updated on the progress. Mrs [redacted] has agreed to allow me to follow up with her on the progress of this transaction.

We made several attempts to contact the customer by phone to offer a resolution. We received no answer on 7/27, 08/02 and 08/12. I sent him an email providing my information in hopes of speaking with him.

We are currently investigating as we do not process orders to be shipped out of the country.

Initial Business Response /* (1000, 5, 2014/05/21) */
We have contacted Mrs. [redacted] regarding her complaint; she has been kind enough to agree to let us replace her canister vacuum with an upright version that may be more to her liking. We have agreed to speak on 5/22/14 @330PM to allow...

some time to research what would be her best option.
Initial Consumer Rebuttal /* (2000, 7, 2014/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dyson has suggested shipping my old vacuum back again and they will send me a different model. I shipped it to them [redacted] on Friday May 23, 2014. II have not received the new vacumn yet but I am pleased that they are trying to make this situation right. That is all I was trying to do. I will be happy to advise you when the new machine is delived and I have tried it out.
Thank you again for your assistance in this matter.

I spoke with Mrs. [redacted] she has agreed to allow me to replace her unit with a new AM09.

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]

Complaint: [redacted]
I am rejecting this response because:It doesn’t address the much greater issue of a need for Dyson to  be honest about the fact that The reason they have claimed that the dryer was out of stock since the middle of last year is because the old version of it was faulty. They are lying about the number of them that have been returned, they’re lying about the fact that there is a known electrical issue, and no investigation has been done to prompt a product recall, but one is necessary. They’re releasing a new model shortly, which has been getting tested for quite a while now, but they also haven’t been telling the truth about that.  It was finally confirmed by a Dyson employee to me last weej after several others had denied  it repeatedly. They redesigned the dryer because the old one was faulty. They are pretending that isn’t the reason. In the meantime, there are a huge number of Supersonic hair dryers have failed under warranty,  and in many cases they are not making good on this. They are either sending an inferior model as a replacement, because they can’t send another one that will fail, And they’re making it exceedingly difficult for people to get replacements or refunds even though they’re failing under warranty. If you inquire, they will tell you that only 298 units have failed and been returned. If that is true, it is some kind of coincidence, because I personally have had contact with at least 20 to 30 people who have had failed blow dryer, and the woman at our local [redacted] store has seen at least 5 to 10% of them get returned to her store alone.  If I weren’t already sure Dyson actively hiding the truth, then it was only confirmed further when a Dyson employee named Tony [redacted] would have contacted me last week and asked me, in exchange for a refund check, to sign a legally binding document agreeing not to pursue any legal action or share my experiences publicly. I refused, of course, but why would they do this unless they had something to fear from me and what I know?
Sincerely,
Shannon [redacted]