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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!

  • 1,050 Posts
  • 2,124 Replies

Key reads to help you get started (2)

  • How do I pair my Dyson OnTrac™ headphones with the MyDyson™ app and my device?

    Article by
    Jack
    Jack
    Topic How do I pair my Dyson OnTrac™ headphones with the MyDyson™ app and my device?

  • Dyson Zone™️ headphones: Getting started

    Article by
    Stuart
    Stuart
    Topic Dyson Zone™️ headphones: Getting started
1053 Posts
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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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DeanwethersNew Member
asked in Ask the Community
how can i apply as an ambassador or influencer collab?

I work with many major brands and create high quality content for them on my Instagram www.instagram.com/deanwethers. How can I go about submitting a request to become an ambassador or get in touch with someone about a collaboration? Thanks!

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ashleyhykimRookie Member
posted in Ask the Community
Anyone have issues with GLS shopping?

I recently purchased directly from Dyson, and my order was shipped on 11/11 through GLS (which took 2 chats to find out because the shipping confirmation email did not have a courier listed, and chat experts were not too helpful). 2 days since shipping, and GLS doesn't have my package yet. I asked Dyson if they can check if the package was picked up, only to be answered with “it takes 2-10 biz days for orders to get delivered” which did not give me much confidence. I have only heard of not so great things about GLS so I’m nervous. Anyone had issues like this before?

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cocojanetteNew Member
asked in Ask the Community
Gen5 wheel and seal problem

I recently purchased a Dyson Gen5detect Absolute cordless vacuum. We just moved to a new house and have a lot of cleaning to do. Given the high price, I expected the vacuum to be of excellent quality. However, one of the wheels on the carpet cleaning head fell off within two months. When I called customer service, I was informed that they couldn’t exchange the cleaning head because it’s out of stock with no estimated restock date. They offered me the option to return the vacuum, after which they would send a replacement, but this would take at least 15 business days once they receive the old vacuum, plus the time it takes to ship the old one. This is very inconvenient, as we need the vacuum frequently in the coming weeks while setting up our new house and expecting new furniture to arrive and being assembled. I asked if they could either send the replacement first while I return the old one or expedite the process. After speaking with several agents, all my requests were denied. Some r

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zieglersmithNew Member
asked in Ask the Community
Concerns Regarding Quality and Durability of Dyson V10 Animal

Dear Dyson Customer Service,I am writing to express my deep dissatisfaction with the Dyson V10 Animal cordless vacuum cleaner. I own two identical V10 Animal vacuums—one for myself and one that I purchased for my elderly parents during the lockdown.My vacuum, which I use regularly, had a trigger failure after four years of use, and I paid £120 to replace the part, assuming it was a result of heavy usage. However, my parents' V10 Animal, which is only used once a week in their small apartment by a cleaner and has seen minimal use, has suffered the same issue with the trigger mechanism.Given the light usage of the second machine and the fact that this failure has occurred on two identical models, I firmly believe this is not an isolated incident but a design or quality issue with the V10 Animal. It's particularly troubling that a vacuum of this price point—designed to be a long-lasting investment—should experience such issues after such short periods of use.When I reached out to Dyson cu

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Jack
Dyson Community Manager
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zarahRookie Member
asked in Ask the Community
How can I get help with a repair query?

I purchased a Dyson hair care product back in August 2024 through Ebay (Dyson’s own shop). This was a refurbished product that came with 1 YEAR WARRANTY. A month after having the machine the lock mechanism broke and all attachments were falling off. I called customer service to book a repair and they booked a collection via DPD two weeks later. On the day of the repair collection no one came to collect so I rang Dyson up and they booked another for a further two weeks later. The next day the DPD driver came using the first repair collection reference number. As a result a Dyson representative cancelled the repair as there was then two booked. Instead of cancelling the latter one she cancelled the orginal booking through with my machine was collected. I waited 3 weeks and nothing, no email no call about where my machine was and everytime I call Dyson customer service they say YOUR MACHINE IS UNABLE TO BE REPAIRED BECAUSE ITS WARRANTY HAS EXPIRED. So not only have they KEPT MY MACHINE th

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Jack
Dyson Community Manager
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TimLoves2VacuumNew Member
posted in Ask the Community
Dyson Vacuums Rock!

Dear Dyson Community, This is my first time posting and I’m thrilled to have found this group of excellent people! My name is Tim and, for the past 6 years, I have been obsessed with both of my Dyson vacuums (battery operated and plug in). In fact, I like using them so much that sometimes they get me in trouble (like when I start vacuuming under the table while my family is still eating dinner!). With three kids and a dog, I know that I can always count on my Dyson to quickly spring into action and keep the house clean. My friend Trav and I recently launched a podcast about life in our 40’s, which is meant to be both lighthearted and engaging. At some point in each episode, I inevitably end up sharing how much I love my Dyson products. Does anyone know what it takes to secure a Dyson sponsorship? This would be a dream come true for me! Thanks, Tim

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