I am writing to express my concerns regarding a recent interaction I had with your online support team concerning an issue with my Corrale straighteners.

On the 24th of November at 11am, I engaged in a chat with an Dyson agent, about a problem with the lock feature on my straighteners. As a long-standing Dyson customer with multiple products registered under my account, I reached out expecting a straightforward resolution. However, the advice provided initially was inconsistent with my product’s warranty coverage, leading to unnecessary confusion and frustration.

During our chat, I was advised that I would need to pay £99 for a replacement refurbished product or alternatively be offered a discount on a new purchase. This did not align with my understanding of your warranty policy, and I questioned this advice several times, reiterating that my product was registered and appeared to be under warranty.

It was only after my husband and I reviewed the warranty information on your website—which clearly states a two-year warranty and promises a hassle-free exchange—that I pressed further. At that point, the agent acknowledged that my product was indeed still under warranty and offered a replacement along with a pickup for my faulty item.

While I am pleased that the matter was eventually resolved, I am disappointed that I was initially misinformed, especially given my loyalty to the Dyson brand and the premium nature of your products. This experience has left me concerned about the accuracy of advice I might receive in the future, which is troubling as I was considering adding the Dyson Airwrap to my collection.

I would appreciate clarification on why I was advised incorrectly at first, despite providing confirmation of my registration and order. It is important to me, as I am sure it is to Dyson, that customers are given accurate and consistent information, particularly when dealing with warranty claims or product issues.

i am hopeful that someone who works for Dyson may review the above and I look forward to your response and any steps you may be taking to ensure this type of situation is avoided in the future

thanks

 Clare