Re: Complaint Regarding Faulty Dyson Hoover and Poor Customer Service

I apologies for causing inconvenience and contacting you directly, but I am very frustrated with the level of service i have been given.

I am writing to express my dissatisfaction with the Dyson hoover I recently purchased (order placed on 08/09/2024 and delivered on 10/09/2024), as well as the poor customer service I have encountered in attempting to resolve the issue.

I received my Dyson hoover on 10/09/2024 at 11:28, and within 30 minutes of use, it was clear that the product was faulty. I promptly contacted your customer service team and spoke to several agents over the course of multiple calls. Unfortunately, on one of these occasions, I was left hanging on the line without resolution, forcing me to cancel the call.

After much frustration, I finally spoke to a line manager (or team leader) who acknowledged the fault following a video call demonstration and agreed that a replacement would be sent. However, I am extremely disappointed with how this situation has been handled.

When placing my initial order (08/09/2024), I was given the option for Monday (09/09/2024) delivery as i needed an urgent hoover due to health condition (asthma), and I rearranged my  work schedule accordingly. To my astonishment, this delivery never happened, causing further inconvenience. I then had to stay home on Tuesday to accommodate another delivery attempt. What I find most frustrating is that while Dyson can arrange next day or two-day deliveries when selling products, the same urgency is not applied to replacing faulty products especially when the product is faulty within 30mintes of use. I have been told I will need to wait several days for a replacement, which is unacceptable.

I have always been a loyal Dyson customer, valuing the quality of your products and customer service (I have bought so many products from yourself). However, this experience has left me feeling that both are now falling short of the high standards I have come to expect from your company (previously this happened but Dyson swapped out the product immediately and delivered swiftly. Apologies alone are no longer sufficient to address my frustration, and I believe this issue highlights the need for Dyson to improve its customer support and product reliability.

I expect prompt action in resolving this matter and ensuring the replacement arrives as soon as possible. I also believe it is in Dyson’s best interest to address the service shortcomings I have encountered so that other customers do not experience the same frustration.

I look forward to your response and a swift resolution to this matter. Please feel free to contact me at ephone number] or ]email address] to discuss further.

Yours sincerely,
Mo

rModeration edit - personal details removed]