I recently ordered new appliances to replace older versions which had outlived their economic utility.  An immediate thought was to stay with the Dyson brand and so I reviewed the options online and selected what appeared to be a good deal with next day delivery.  The ordering and payment processes were seamless, and I was confident I had made the right choice with a steady flow of information to me via email that the order was processed and that the delivery partner was ready to deliver.

It was shortly after this that I learned the truth about recent efficiency measures and of how unimportant my customer loyalty was. The delivery partner failed to deliver or attempt to do so; the order was lost be them.  Having personally identified a week-long window of opportunity during I would work from home to receive a delivery, when the period was complete and I was without my order I engaged further with Dyson customer services.  Every call I made was to an off-shore team who spoke a good standard of English, but as a second language.  The calls were fraught with technical difficulty delays, echos and crossed lines (did not think that possible in the voice over internet age). 

The outcome of 4 hours of calls and multiple emails……….Order cancelled by Dyson (not me) and when they receive it back to their depot they will refund my payment within 14 days, and the offer of a 15% discount on my next purchase!!!?????

No recognition of the personal time and effort.  No care for my custom - certainly not an individually tailored approach.  No care for my personal data which was being pulled to wherever the call center was located that day.  

Most recently, and while I wait for my refund, I have numerous emails about other products being registered to me or dispatched to me.  Having never initiated these last few issues I can only conclude that Dyson have suffered a catastrophic data breach or system failure.

So, I am open to comments as to whether Brand Credibility and Customer loyalty are any longer important to Dyson.  I rather suspect that these were dispensed with to achieve growth and sales in the new center of gravity of the company in the Far East.

I hear SHARK are very good now and almost as British.