I have been a huge Dyson fan since I purchased my first vacuum, years and years ago. I have had nearly every model plus their hair styling products. I have never had to contact customer support until this last Gen 5 outsize model and so did not know how terrible it really is. I contacted them in November 2023 & after several different attempts was told I would receive an email with the shipping label. I did not receive this and contacted them every 3 weeks, after December, every 2 weeks, and then in Feb. 2024 every week. I have offered to pay for the part from day one and even with this I am still waiting and we are almost in March. Because of my experience with them I am looking for a different brand and hoping I can find something as good. I love my products, I have never returned a single one but cannot support a company that has this level of incompetency in one of the most important aspects of the business.
I have given up trying to get this resolved through Dyson. I do feel like they may try to run down the warranty date, mine will be at 1 year at the end of June. I found that each time I dealt with support I had a different person and a different answer, so their communication is terrible even among their own people. I suspect they are subcontracting this to save money instead of having a department. I work in support as part of my job, we have a standard RMA form we send and the customers, we communicate and are clear. I can’t imagine treating any customer this way no matter how large the company.
I am very disappointed in Dyson. It is clear from reading other peoples posts online this has been a major issue for a long time. Many years ago I had sprint as a carrier and had such a terrible experience with their support that I paid to get out of the contract and went to a new carrier. Up until this experience that was my worst, but Dyson now was this place. As a consumer I have to stop buying their products. If you are dealing with support, good luck, I am almost 5 months into it with no end in sight. I am going to watch ebay for the part instead and be done with them for good. I am posting here for others and to vent because heaven knows Dyson does not care!