Dyson

Hello, We attempted to reach out to the customer and received no responseWe left a VM for them to please call us for further assistance Best,Dyson Quality Assurance Team

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 meWe received the replacement vacuum this afternoon and we are extremely happy with how quickly Dyson handled this issue and made it rightI wish more businesses would back the quality of their product like they doI wasn't looking to get money just to have a working vacuum and they acted so quickly and the representative was extremely helpful and extremely friendly over this matterThank you Sincerely, Jennifer H***

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 homePlease let us know if we can be of further assistanceBest,Dyson Quality Assurance Team

We contacted the customer concerning the water issueThe customer was under the impression that he needed to wash his filters prior to sending the unit in for inspectionWe advised him that the water in the filter got into the unit and damaged the motorDyson will be replacing the unit and customer has agreed

Final Consumer Response / [redacted] (450, 11, 2014/05/21) */ Hi Has Dyson responded to my case XXXXXXXX? They did say they made me aware of a replacement but I didn't see whereThanks for being so helpful! [redacted] Consumer Response / [redacted] (450, 15, 2014/05/22) */ Arriving home from work I did have an opportunity to open and use the AMunit sent by DysonIt is a very nice unit and I am very appreciativeMy concern now is waiting for someone to tell me what is happening in regards to the old unitDo you want the tower portion back? The who fan? I'm concerned using the packaging the new one came in in the event I need to utilize thatI do have to say that while your customer service seems excellent behind the scene it is very hard to reachLong hold times and so many agents involved in my case it is difficult to have any cohesionIf I need to send back just the tower portion I do have a box that sizePlease update me and let me know how to proceedThank you Business Response / [redacted] (2000, 15, 2014/05/22) */ Arriving home from work I did have an opportunity to open and use the AMunit sent by DysonIt is a very nice unit and I am very appreciativeMy concern now is waiting for someone to tell me what is happening in regards to the old unitDo you want the tower portion back? The who fan? I'm concerned using the packaging the new one came in in the event I need to utilize thatI do have to say that while your customer service seems excellent behind the scene it is very hard to reachLong hold times and so many agents involved in my case it is difficult to have any cohesionIf I need to send back just the tower portion I do have a box that sizePlease update me and let me know how to proceedThank you Consumer Response / [redacted] (3000, 20, 2014/07/30) */ Hello May I reopen this case as my unit is making noise again Thank you [redacted] Business Response / [redacted] (4000, 24, 2014/08/05) */ A message was left for Mr [redacted] regarding his claimWe are prepared to offer Mr [redacted] an upgrade from his AMfan to our new AMWe are awaiting his return call Business Response / [redacted] (2000, 15, 2014/05/22) */ Arriving home from work I did have an opportunity to open and use the AMunit sent by DysonIt is a very nice unit and I am very appreciativeMy concern now is waiting for someone to tell me what is happening in regards to the old unitDo you want the tower portion back? The who fan? I'm concerned using the packaging the new one came in in the event I need to utilize thatI do have to say that while your customer service seems excellent behind the scene it is very hard to reachLong hold times and so many agents involved in my case it is difficult to have any cohesionIf I need to send back just the tower portion I do have a box that sizePlease update me and let me know how to proceedThank you Consumer Response / [redacted] (3000, 20, 2014/07/30) */ Hello May I reopen this case as my unit is making noise again Thank you [redacted] Business Response / [redacted] (4000, 24, 2014/08/05) */ A message was left for Mr [redacted] regarding his claimWe are prepared to offer Mr [redacted] an upgrade from his AMfan to our new AMWe are awaiting his return call Consumer Response / [redacted] (2001, 30, 2014/08/19) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated: The business and [redacted] specifically was excellent in seeing that my case was resolved quickly, and to my satisfaction exceptionally

Spoke with customer & explained from a customer service perspective I could offer him 35% of our vacuum $priceThe customer declined the offer

Complaint: [redacted] I am rejecting this response because: I was not offered like for likeWe returned the vac they sent us, we reviewed the differences and the vac they sent is noting like the one we hadTried too contact Dyson to make them aware, that we want the Dyson animal Sincerely, [redacted]

This issue has been resolved with the Customer on 6/29/with a credit being issued to her credit cardWe received email confirmation from the customer that the refund was received

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

We've left several messages on the customer's voicemail last week to no availAn email was sent today asking him to provide us with the best time and number to contact him

Initial Business Response / [redacted] (1000, 8, 2014/11/21) */ I have heard from a Dyson representativeI was told they are going to give me a refund and it will take about weeksHowever, I have been told the same information regarding refund or delivery date of my machine numerous times since May Thank you, [redacted]

Complaint: [redacted] I am rejecting this response because: Representative's commitment to "make it right" resulted in two phone calls that culminated in him trying to charge me MORE for the same productI was very impressed with his professionalism but it became apparent he was trying to up sell me, not correct an issue I experienced as a customer Ultimately, this contact left me more rust rated and even less impressed with Dyson's ability to take care of issues As noted by the representative, I did FINALLY receive a refund but it took several phone calls and emails over three weeks to get it Ultimately I feel like Dyson isn't interested in making this rightIf they are, they would have honored the pricing if my original transaction and made amends for the hassle Sincerely, Nevin [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/02/07) */ We sincerely regret our customer [redacted] has not been happy with our productOur Dyson appliance warranty covers against original defects in materials and workmanship for a period of years from the date of purchase, when used for private household purposes in accordance with the Dyson Operating ManualThis 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 periodAccording to our registration records, our customer purchased her DCAnimal in March of which would place her out of warrantyWe have no record of the DCvacuum stated in this Revdex.com complaintHowever, 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 / [redacted] (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 $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 months agoThere was no place to bring these ONE THOUSAND DOLLAR machinesI beieved these were from the UKI would be happy to drop both these vacccuums off to the regional sevice center in Plainview, NY; so they can be used for partsJust a minutes from here, There is absolutly no reason for BOTH these vaccuums NOT to workAgain, I live in a square ftapartment...they BOTH should be workingI have a livingroom and one bedroom...unacceptable Final Business Response / [redacted] (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 callShe states that she is interested in clarifying some of the information that we have already communicated through this Revdex.com complaintWe will be happy to offer clarity over the phone and to get this resolved for her as soon as we canPlease notify the customer of our attempt to contact Final Consumer Response / [redacted] (2000, 26, 2015/03/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Dyson helped fix my broken Dyson vacuumsThey also offered a discount on the DCcompleteThank you, [redacted] for helping me with all of the above

Initial Business Response / [redacted] (1000, 5, 2014/10/16) */ We have reached out to Mr***We are waiting to hear if Mr [redacted] agrees with our resolutionWe are prepared to ship Mr [redacted] a brand new unit as a replacement Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received the unitBut it was a hassle again to even get the unit after returning the other oneHad I not filed the complaint and some one called I would still be waiting for the unit to arriveThe person I talked with said I was giving wrong information once again but he did take care of getting the unit shipped However I am still waiting on the $voucher which has not been delivered as of yet or my calls returned as of yet after leaving message as requested by the representativeI had a question regarding unclaimed property law and the voucherHowever with the voucher I am assuming I can use at any store But as I have waited, I have found a unit to purchase with the voucher but it goes off sales tomorrow (10/26) and the price will increase furtherAt this point along with the voucher which has not been received as of yet I am requesting the difference be funded as well since the sales of the unit ends tomorrow Sunday and without a voucher am not able to purchase at the sale price The sale is thru [redacted] for around $plus shippingAfter the sales ends the price increasesThus I am requesting the difference be paid to me from Dyson for not having the ability to take advantage of the sale to redeem the voucherOr to sale me the same unit or similar (hot & cold) for the same price with the voucher, thus making the cost be roughly $for me out of pocket Final Business Response / [redacted] (4000, 9, 2014/10/31) */ We have agreed to provide Mr [redacted] with a full refund and $voucher to resolve this issue

Unfortunately, we cannot replace this customer's machine until his machine is registered for warranty service, initial diagnostic and troubleshooting steps are taken, and the machine is sent in to a Dyson service centerIt is not Dyson's policy to replace a machine unless a Dyson Service Technician deems it a manufacturing defect and irreparableIf there is damage or a defect covered by warranty support, Dyson would be happy to provide assistanceTo begin this process, we will have a support agent call and email him at his provided contact information [redacted] , [redacted] @gmail.com RegardsDyson Quality Assurance

This customer's parts and tools portion of her order has shipped with [redacted] tracking [redacted] , and are scheduled to be delivered on 12/16/Products in this shipment include: Stubborn Dirt Brush, Articulating Hard Floor Tool, and Up Top ToolIf the customer needs to further consult with Customer Service regarding this transaction, her order number is [redacted] Kind Regards, Dyson Quality Assurance

Hello, Left a voicemail for the customer to let her know that I reached out to the store and they were able to confirm the refund and they gave me the receiptLet her know that I would love to partner with her on this matterI would also suggest that she reach out to her banking institution to have them release the funds as wellPlease let us know if you have any questionsBest,Dyson Quality Assurance Team

Initial Business Response / [redacted] (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 likingWe have agreed to speak on 5/22/@330PM to allow some time to research what would be her best option Initial Consumer Rebuttal / [redacted] (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 modelI shipped it to them [redacted] on Friday May 23, II have not received the new vacumn yet but I am pleased that they are trying to make this situation rightThat is all I was trying to doI 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

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, Michael ***

Just over a year ago I submitted a complaint to Dyson including photographs of a run or tear that was caused from vacuuming the master bedroom wall to wall carpet with our Dyson canister vacuum, using the power attachment (serial noXX-XXXXXB)During operation it snagged and then pulled the wool causing a long runAs the photos show, the tear is in the central part of the room I then sent the power head to them and was advised there was no fault with it AND THEY HAVE NEVER SENT IT BACK I was advised it is up to the customer to check that every carpet can handle their power head suction - this is ridiculous - how is the consumer to know if a carpet is safe for the vacuum? THey have ignored all further correspondence Poor business poor product poor customer service