Dyson Customer Support - Poor Service and Warranty Issues | Dyson Community
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My HP09 is displaying a warning symbol and is non functional. As luck would have it, Dyson customer care says their systems down due to technical issues and that it will be down for an undetermined amount of time and that they cannot process a mail in replacement. Their suggestion is that I drive over an hour away to drop off the unit for service - not only does that amount to four hours of my time driving there to drop it off, drive back home, then drive back to pick it up a couple days later, then drive back home again to potentially resolve things, but my state and the surrounding states were just hit by a hurricane and the roads in some areas still aren’t safe to travel on. In any event a Dyson Support Supervisor promised me I would get a callback from a Dyson Support manager to work out other service options (after being on the phone for three hours only to get no where) - It’s been 7 days and nothing… Not an email, no call, obviously no voicemail - nothing. Who can I contact that can actually do something because every time I talk to Dyson Support (for the USA), they say I have to wait for a manager to resolve their system issues but no one is available even if I wait 30 or more minutes on hold to speak with one. This level of service wouldn’t be acceptable for a $50 off brand purifier, let alone a purifying heater that retails around $800 or more (this situation is even more abhorrent given I currently own 8 mostly current generation Dyson products and previously owned several older model products and have experience a severe decline in service over the years for what is marketed as a “premium/luxury” product). If a moderator is on here please reference case number 41841725 and let me know if there are any next steps to take here. Thanks in advance everyone!

I hope someone reaches out to you but I wouldn’t count on it. My post has been out there for almost a month and I was also told someone would contact me and still nothing. Sorry to hear about your situation and good luck! 

Thanks @jhmatthewsjr! @Jack private messaged me offering to help a few days ago. I just logged in to respond to him. I will update the post once I hear back and get a resolution. For additional public context, I called back into Dyson for support last week and an agent offered to resolve the issues and said they would call me directly this week by Tuesday - insert massive eye roll, that never happened. I’m not at all shocked by the clear disregard for customers. The BPO Dyson uses for their call centers is under trained and they clearly don’t care about addressing cases that have any semblance of complexity. They just push cases off to the next agent and have destroyed too many Dyson owners trust in their support. SMH. Attaching the email Dyson sent for transparency and to document their lack of accountability.

 

Posting another update, a site mod was able to get someone to call from Dyson’s Support team. That agent promised they’d follow up ASAP and it’s been a week now with zero communication. This process has now wasted a month of my products warranty due to Dyson’s 3rd party call center that doesn’t know how to work tickets and/or doesn’t care to resolve anything more complex that an account password reset. I will be reaching back out to @Jack to request another person contact me for an update, but I have little faith at this point. 

Posting yet another update to hold Dyson accountable and for transparency in the lacking customer service I’ve received over the past month to get things resolved. Yesterday I asked @Jack to submit a request for Dyson to contact me with an update. Instead of being called this time, Dyson support emailed me the image I attached. Basically someone dropped the ball again, an exchange was setup but was never communicated with me (apparently I’m expected to have ESP). Another (minor) set back to have to call Dyson for the label. That agent promised to follow up via a call/email in the next 30 minutes or so to clarify a few other things including a refund I’m owed, and would you believe it, no one ever contacted me when an update - and it’s been hours now. This is beyond unacceptable and frustrating. If anyone out there is reading this, record all your calls, and save all your emails so you can file complaints with the better businesses bureau and your states local authorities - It is unlawful for any business to not stand by their warranty and withhold money from a returned product. I know it’s not an easy road to go down, but at this point it’s the principle of the matter. We pay too much for Dyson products to get this level of incompetent service. Be forewarned, if you buy Dyson you’ll likely get a pretty and decently performing product but the moment something goes wrong don’t expect competent customer service. 

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