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Jack
Dyson Community Manager
3 years ago

Ask the Community

Can't find what you're looking for on the Community? Ask it here!

  • 1,056 Posts
  • 2,127 Replies

Key reads for posting topics, questions or conversations (5)

  • How to: Search and post on the Dyson Community

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  • How to: Get the most out of your posts

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  • How to: Book a repair with Dyson

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    Topic How to: Book a repair with Dyson

  • How to: Order spare parts and accessories

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    Topic How to: Order spare parts and accessories

  • How to: Check on the progress of a delivery/Track a delivery

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    Topic How to: Check on the progress of a delivery/Track a delivery
1059 Posts
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Debbie Jane
asked in Ask the Community
where is my refund after ten weeks

I returned a Dyson supersonic hairdryer to Dyson on the 11th September 2024 and have still not received a refund. I have tried ringing customer service 3 times and was told I’d get my refund within 2 weeks each time. I have chatted twice via chatbot and was told the same. I rang again last week to be told it had been escalated to another team who would ring me within 72 hours and it is now a week with no phone call. I rang again today and the customer service lady told me she’d investigate and ring me back in an hour but no phone call! I’ve written a letter of complaint but no joy! This is frustrating beyond belief and I can’t seem to speak to anyone who can resolve this! The absolute worst company I have ever dealt with and I am still £279 out of pocket!!

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pasang lamaNew Member
asked in Ask the Community
US bought Aiwrap - can it be exchanged in India?

Hi Jack, I recently bought a dyson airwrap and now moving back to India. Can it be exchanged in India?

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frustratedcustomer2024Novice Member
posted in Ask the Community
HORRIBLE CUSTOMER SERVICE

I have been a loyal Dyson customer for many years, purchasing everything from air purifiers and floor care products to the most recent hairstyling tools. However, I am extremely disappointed with the ongoing issue regarding my air styler, which is still under warranty. Despite reaching out to Dyson in June 2024, and having numerous back-and-forth communications, I have yet to receive the replacement I was promised. Each day, I spend over an hour speaking with a customer service representative, only to be told that the issue is being escalated and that I should wait another 24-48 hours. However, I continue to receive empty promises and have not been provided with a concrete solution. I feel stuck and ignored, with no one willing to take real action. The consistent misrepresentation of facts and the lack of meaningful resolution are unacceptable. I can no longer tolerate being misled. I demand a clear and truthful explanation regarding the status of my case, along with an immediate resol

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AskingforafriendNew Member
asked in Ask the Community
returned goods

I’m curious what happens to returned appliances, do they get refurbished (probably wishful thinking) or dumped?

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MSBNew Member
posted in Ask the Community
NEVER BUY A DYSON

I purchased a $700 Dyson vacuum a year ago. It quit working and we returned over a month ago. We have spent countless hours on the phone with the “professional support”. Our package is routed to NC and we live in KY. I called again yesterday and they supposedly corrected the address. We checked the UPS tracking this morning and it is still routed to NC. I WILL NEVER, EVER BUY ANOTHER DYSON PRODUCT. Certainly not worth the grief this has caused and I will probably never see the replacement again. So I’m out $700. Thank you Dyson for your customer support and for caring so much about your customers.

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chrissyk79New Member
asked in Ask the Community
dyson wont fulfill their warranty

Dyson representatives told me that since my dyson v15 absolute main body was malfunctioning, I would need to send in the entire vaccum and they would send me a new one of the exact model in 3 days. This was on the phone and also in writing via email. I sent and Dyson received my vaccum weeks ago. I called them 3 times since then and they keep saying it will take 3 days to send me a new one they have in stock. Yet, they haven’t. can someone guide me of what to do next? thank you!

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airwrap.only.one.yearNew Member
posted in Ask the Community
Dyson airwrap complete long shut off with red light

Hello everyone, After 14 month my airwrap is turning off after 2-10 second. Guaranties is over, so I sent it to local Dyson customer service "Help.one" for diagnostic (Vilnius, Lithuania). I know that no issues with cleaning filters, ect. Customer service disassembled it, it was clean. They don't know reason of this issue, as they told " we cannot analyse what is wrong because Dyson do not provide deep trouble shooting . Maybe motor is out of order". I was wonder to see how many issues fot Dyson airwrap there IMHO It seems that heating element is damage, but not sure. No replacement part the Dyson provided. And of course I will not buy new one for 500-600 euro never. The cheeper in 10 times stylers working for 5-10 years. So, I saw on Ebay and AliExpress parts like as heating elements, cables, motor, motherboard. Maybe someone could advise which part need to solve this issue?

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lianjinggaoNew Member
asked in Ask the Community
Why online chat want to delay my appointment?

I had a really strange experience with online chat support. I initially reached out to technical support to troubleshoot an issue, but they were unable to resolve it, which was fine. I then asked if I could schedule a repair appointment, as I remembered being able to do so through email in the past. The support agent told me to wait 24 hours with a ticket number. After 24 business hours, I contacted them again, and this time they asked me to wait 7-10 days before reaching out again. During this chat, they requested my name, address, email, and product receipt. I found this very odd. Why were they constantly delaying the appointment scheduling? Rather than continue waiting, I decided to check Dyson's website and discovered that I didn’t need to schedule a repair at all. I could simply visit a service center directly without needing an appointment (https://www.dyson.com/support/repairs-and-servicing-information). I hope Dyson investigates what these online chat support agents are doing,

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jdunstan20Rookie Member
asked in Ask the Community
need escalation help!!!

I have a v8 absolute cordless that stopped working. I paid for the warranty, contacted CS and mailed them back the unit via their shipping label. First they said I shipped them the wrong product. Then told me they never received it. I confirmed via UPS they did receive it and after 18 calls, that’s right 18 calls to CS, they now want pictures of the product I sent them. WTF! It has been at least 5hrs of waiting on hold and they keep giving me the run around. Without question the worst custom experience ever. I cannot believe this is how they operate. I shipped them my unit, which was under warranty and they have yet to send me a replacement. It’s been 5 months of me calling back, over and over again. It’s so infuriating. They say they’ll call me back, email me, etc….nothing from them. It’s the same story every time I call. If there is anyone who can help please contact me….I’m at my wits end with these people.

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PJC3Rookie Member
asked in Ask the Community
Faulty Unit out of the box and non existent customer service

Can somebody advise how I can get a replacement unit. I ordered a new handheld hoover, it arrived the following day and was faulty out of the box - the battery does not charge. having video called tech support, made further calls and emails to customer service I have been promised a replacement part, but nothing- I have no confidence in the process at all any assistance appreciated

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picklesNew Member
asked in Ask the Community
DC52 Animal - parts compatibility

I needed to replace DC52 Animal cyclone assembly. Wonder if the part below will be compatible.

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ClumsyNew Member
posted in Ask the Community
terrible customer support

Customer support is extremely poor so much so that I think my Dyson loyalty is over. Also cannot get hold of spare parts.

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justme123Rookie Member
asked in Ask the Community
HELP - Dyson keeps canceling my battery replacement order!

So I ordered a replacement battery online at the dyson website. I paid online via Credit Card (you should do this). A little later I received an email 1 asking me to confirm the purchase via a link. The link button was dead - i.e. it did nothing. Then a minute or so later I received an email stating that dyson had canceled my order, they didn’t know why, and stating that the card had been authorized but not charged. . I checked my CC and yes there was a pending charge for the battery. Since their phone support was down until the next day I waited. But I did email a dyson help email address that I had used before in hope that when I got up the next day they would have a resolution. Sadly a few minutes after receiving a reply to that email giving me a case number (one of many I have now) also stating they would contact me the next day, I received an automated email stating that the help email address was not monitored and that I should contact customer service. The next day I spoke with

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jbtaylorevesRookie Member
asked in Ask the Community
Wool loop carpet - Dyson V12

I have a new wool loop carpet and I’ve been told that I can’t use a beater brush head on it. Apparently on the Dyson V12 you can’t turn the beater brush off, is this correct? Which head should I use without damaging my new carpet? They recommend using a suction head only - does this exist on the V12? Or do I need to buy a new vaccum? Given it cost £500 I’m hoping there is a solution with my current machine!

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cobergNew Member
asked in Ask the Community
Box for shipping

I purchased a Dyson air purifier last May. It had been working just fine until this morning when the readings were very obviously incorrect. Did all of the troubleshooting. Was on chat for 1 ½ hours trying to get a solution. Because I don’t have the box it came in 6 months after I bought it, or any box that it would fit in, and I live 150 miles away from the nearest UPS Store, I am apparently out of luck. I can’t believe that Dyson won’t mail me a box to return their defective product in. Paid $529.99.

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PJC3Rookie Member
asked in Ask the Community
Escalation to resolve poor customer service

Hi, Having ordered a new cordless handheld vacuum - V10 Clean- that I received the following day, i was unable to use it as the battery would not charge. I called the customer support line, took part in a video call to Identify the issue and following this agreed that I would be sent a replacement unit, I was advised this would be dispatched for exchange with the faulty and unused product. I’ve called and emailed a number of times and always get fobbed off with the same answer, it is be processed. i have no confidence at all that I will receive a replacement any time soon. Any suggestions out there on who to contact differently to the standard customer service number? a frustrated customer -thanks

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TomRogers123New Member
asked in Ask the Community
Dyson v6 pulsing only with floor attachment

Hi all I have a Dyson v6. It works fine with the mini-attachments, but once the floor attachment is connected it works for roughly 60 seconds and then pulses. I have already: Tried a new filter Checked everything for blockages Tried a different floor head Does anyone have any other suggestions?

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AnnTNew Member
asked in Ask the Community
Help

Hi I have just received my dyson cyclone V10 and I have a black ring which is sticky one side and approximately 3cm wide. Does anyone know where it should go. I did try customer services but not very helpful.

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MilicaNew Member
asked in Ask the Community
Cannot reset my MyDyson password

Hello, I have been trying to reset my password since yesterday, but am just not receiving the reset link (not in Spam either). Using a laptop instead of smartphone did not work, deinstalling the app did not work, using a different browser did not work. Support could register my new device via the phone (THANK YOU), however could not reset the password. The advice was that "everything looks ok and it should work fine" and that I should "just call again" when I need to login. Really???!! Whatsapp support was not helpful. I now tried again to reset, and have yet to receive any link.… Any ideas? Thanks!

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Latika77New Member
asked in Ask the Community
difference in performance if two purifiers in same location

Hi. I have 2 tp07 Dyson kept in the exact same location. One is 2 days old and one is 1 year old. Filters are fresh in both, the old one is gaping a PM2.5 reading of 90 and the new one is showing 374 … in same location. Please help me understand this

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JoHarryNew Member
asked in Ask the Community
motorbar xl

My gen 5 outsize motorcar xl is not rotating. I have taken apart, cleaned it out, cleaned filters, but no luck. Impossible to vacuum without it rotating. Help please. Soft roller works just fine

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Cruiser65New Member
asked in Ask the Community
one handed action

Hi, I have broken my right wrist (I am right handed) can you use the airwrap totally one handed?

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PennyyyNew Member
asked in Ask the Community
Inquiry About Using Dyson AirStrait Straightener in Japan and Thailand

Hi there, I’m considering purchasing the Dyson AirStrait Straightener in Australia. However, I have a question about its compatibility for use in other countries. Can I use the AirStrait in Japan and Thailand as well, or would I need an adapter or voltage converter for those regions? Thank you so much for your help!

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reydpNew Member
asked in Ask the Community
Help me find a box to store my Dyson Nural

I just bought Dyson Nural (Ceramic Patina/Topaz) in Australia and just realised it does not come with presentation case. I want to buy it separately but I am super confused, which presentation box fits it? Is there any way I can buy a separate box to store my nural? Thank you

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Uncle GNovice Member
asked in Ask the Community
No refund after 4 months - Klarna / Dyson

Dear Dyson, Order placed 1st June, and today, 13th November, I am still awaiting refund for the order totalling almost £800.00. Order collected by DPD on the 22nd July. I have called your support number more than 7 times, dates below. I started keeping track of my correspondence, and your updates, when I suspected issues on your side. 15th August 12th September 4th October 9th October 10th October 22nd October 13th November I have shared my screen several times with your customer support, to provide evidence the items were collected from my address. At this point, it is causing me distress having to call and call again to explain and repeat myself. To clarify, I have no problems with Dyson products and customer service. Great, reliable products, and most of your customer service are understanding and helpful. The customer service representative I spoke to on one occasion was very rude which was disappointing, as I take pride in being an understanding and patient customer. I appreciate

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