We have been a Dyson product home for over 25 years, if there was ever a need for customer service it was easy, painless and reinforced the Dyson product.
Now after two years of attempting to resolve issues with a cordless vac and replace the correct hose on a corded vac-CUSTOMER SERVICE IS GONE.
Just had one customer service rep, after 6 different attempts, create two separate case numbers, direct us to take the items to UPS, Dyson would cover the shipping, repair and return.
Arrived at UPS-they in fact had the information-both were boxed and shipped-however when I received a call from the location the cordless was sent, letting me know the problem which was the problem I under warranty was sent replacement parts to fix myself, that it would be $$$$ to repair. I reiterated what the Dyson service representative set up, his response was “this happens all the time, just call and have them type in on the ticket that repair is covered, should take a few minutes, I will be able to view and we will get it back to you within 5 days”.
Obviously if that was the outcome I would not be here. The call took over an hour to get someone on the line. Then the call from the rep created the resolution had to be reviewed by a supervisor, then I received an email stating that the call had been reviewed and the rep neither said nor did not say the repair would be covered. SO would anyone else take their machine to UPS ship it to where you do not know, thinking that YOU are paying for the repair?
Words have meaning, so if I took an Uber and thought it would be one cost for the ride but a separate cost to OPEN the DOOR, that is the same logic I was gaslighted through this entire situation.
