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  • 1,082 Posts
  • 2,033 Replies
1082 Posts
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nelbazNew Member
asked in Ask the Community
Dyson V12 defect!

Right after i started using my Dyson v12 detect slim (purchased on April 2024) it started saying the filter needed cleaning literally after every use. Whenever i start using it, after 5 to 10 minutes, the message filter needs cleaning appears. I cleaned the filter as instructed over and over and still got the same message. The filter message has been doing that for a while, I replace with a clean filter, and the message stays coming up, then randomly after a few uses goes off again.  Doing this on boost, eco and normal mode.I contacted Dyson customer support SA team who instigated videos and photos, they asked me to remove the filter, this is the filter I had changed to a clean one about an hour before and had subsequently only hoovered up a couple of areas, nothing heavy at all and the filter was according to them filthy and needed cleaning. I don’t understand how the filter was like it was, given it was clean on an hour before and I’d done minimal hoovering since. It’s a fine grey du

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4 months ago
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NosydLp24Rookie Member
posted in Ask the Community
Dyson will keep losing customers with their horrible customer service

Is this normal or am i having bad luck?Recently wanted to upgrade my dyson vaccum and ended up buying a new one last month. Realized I had provided the wrong delivery address from my last residence and immediatly contacted dyson to cancel the order (Literally 5 minutes after getting the confirmation for the order). Agent told me that this could be done but it was hard and that they needed to submit some paperwork and communicate with the warehouse so they would not deliver it.This started a series of calls, some lasting more than an hour, over the period of a month and a half. Overall must have spent around 7-8 hours speaking with dyson support agents to accomplish absolutley nothing.Below a little glimpse of the journey:Agent 1 - Contacted this agent 5-10 minutes after i submitted the order. Told me she would cancel my order, never did and the item shipped and ended up being delivered to the wrong address.Agent 2 - Told me that I would recieve a refund and that I should not worry. Fee

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4 months ago
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akingNew Member
asked in Ask the Community
Repair not picked up, it's now been 10 days since I booked and paid for a repair - how do I get a refund so I can go elsewhere?

I chatted to a representative for 45 minutes on the 29th June, the outcome of which was to book a repair and wait for the courier to arrive on the 6th July to pick the faulty vacuum up. They didn't turn up on the 6th, so I chatted to the rep again on the 7th who said that they would need to rebook it but they couldn't do so due to system issues, I was told that technical services would be in touch with me in the next 24 - 72 hours, they haven’t!I am dreading the fight on my hands to get this sorted out after reading about other people’s dealing with Dyson’s repair service.I’d like to cancel my repair order and get a refund, but how easy will that be?@Dyson Community Moderator how can I get a refund on the repair job seeing as you have not done as you said you would? 

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4 months ago
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AbbeyNew Member
asked in Ask the Community
DC08 151-AU-A11274 flexible hose inside contact head has split

This vacuum cleaner has worked well, still does except now this rubber hose inside the contact head has split open.  The only parts I find online seem to be third party ones and don’t quite look the same. Is there a way I can fix the contact head, or where can I get the part without it costing a lot.  I saw some that were almost $200 and for that price I would be better buying a new cleaner.Advice would be appreciated.thanks in advance.

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4 months ago
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AreddingNovice Member
asked in Ask the Community
truly shocking customer service

I’ve had ongoing problems with my Dyson for the majority of the time I’ve owned it. The current fiasco I’m dealing with started off with them agreeing to bring it in for repair as they didn’t have the correct part in stock And after having sent it back several times before I wasn’t happy about being expected to call them back when the average waiting time is between 20 minutes and half an hour. well, they claim to have attempted twice to collect it however they forgot to actually turn up at my building!Next they admitted they had cancelled the collection for no obvious reason so then said they would exchange it. Next they expected me to have a box big enough to put it in (I don’t have storage for Boxes) so then said so long as it was wrapped in cardboard it would be okay. I asked them to use Parcelforce, but despite having failed to collect it twice they still used DPD then said I had to put the machine into separate boxes! I’d Always run up until then, but was getting very frustrated

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4 months ago
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squidger82New Member
asked in Ask the Community
Poor Customer service - HELP

I ordered an air purifier and I had a vacuum cleaner delivered. I have called customer service 9 times with still no resolution. They have said it was escalated and I would hear in 72 hours - I haven’t and it’s been 104. I have called repeatedly and have had 7 calls disconnected. A representative last night cut me off again after telling me he was willing to offer me a refund!!! I finally found someone who wanted to help, but I have to wait 14 business days for a refund AFTER they have received the wrong product that I need to return myself. I no longer want an exchange because of how poorly I have been treated after spending a significant amount of money and receiving the wrong product through no fault of my own. How is it possible that a brand with such a high profile has such a poor customer service team.Does anyone know who I can escalate this to? Do I go to the bank and file a chargeback?

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Jack
Dyson Community Manager
4 months ago
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MotownMarkNew Member
asked in Ask the Community
Dyson SV12 Animal: Inner Cyclone electrical connector - where to buy?

Where can I purchase the black electrical connector that goes inside the inner cyclone? This connector is curved and holds the black and white wires that power of the beater bar. my connector is damaged. So far, they only source I can find is to buy an entire used enercyclone and salvage the connector. Thank you. 

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4 months ago
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Design FlawRookie Member
asked in Ask the Community
Uninstalling the Gen5 Detect Wall Dock

WARNINGDO NOT BY GEN 5 DETECT IF YOU PLAN ON USING THE  WALL MOUNT. IT CAN NOT BE REMOVED. I have recently purchased two Gen 5 detect cordless vacuums. I purchased the first one a month ago and thought is was so great I purchased a second not knowing about the terrible design in the wall mount. I had my handyman attach the wall mount to the wall for the fist one then I wanted to move it to a different location but waited till the second one arrived to move it. The second gen5detect arrived with the mounting plates together and realized the other can not be removed without destroying the wall completely and the charging cord is stuck. The wall mount started to break when removal was attempted so now I have a vacuum that can not be stored without being down on the ground and does not work because the charger is stuck to the wall.CUSTOMER SERVICE DOES NOT KNOW ABOUT THIS ISSUE. I HAVE SPENT HOURS ON THE PHONE WITH NO HELP AND MY WALL WILL HAVE TO BE REPAIRED.I want to return them and don'

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4 months ago
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MeebreRookie Member
asked in Ask the Community
Order Items Missing… No Answer from Dyson. Help!

I had a delivery today , 2 items are missing. I have tried whatsup, Facebook, phone and no help from Dyson. Iam so upset… how…DO I CONTACT DYSON?????

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4 months ago
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Andrii KostiushkoNew Member
asked in Ask the Community
Can't get my Product or money back

How can I get my order or money back? I’ve been waiting for my order for a month. There no information about it. Customer service is terrible. There no sense to call because it’s impossible. Writing to chat is also without success. Operator can’t answer anything, he don’t know where my order is. He can’t cancel it, can’t help to get my money back. I think this is the worst Customer service I’ve ever met

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Jack
Dyson Community Manager
4 months ago
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utdtradingpartnersNovice Member
asked in Ask the Community
Can a TP04 replacement filter (by Dyson) fit into a TP09?

Hello,I have a brand new TP04 replacement filter and was wondering if the same will work on a TP09. The filter was purchased in 2021

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4 months ago
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mingNew Member
asked in Ask the Community
Malaysia Dyson support center not responding emails

I sent back our Dyson airwrap for checking due to technical problem and received the confirmation that Dyson received it on June 20th. Since then I did not get any update from dyson Malaysia support center despite several email send for the update. This had raise my concern and i do not know where i should go to for the response. Thx for any help where i should go to if the country support is not responding.  thank you. 

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4 months ago
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Dr Dave BarrNew Member
asked in Ask the Community
parts availability

My washing machine required a new drum. One was available in Chicago but Dyson would not let me order from there. I now have a new washing machine (2 or 3 years) but I’m still [moderation edit - language].

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4 months ago
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dertevilRookie Member
asked in Ask the Community
Not able to login on MyDyson: "message" : "Anonymous user is not allowed to copy cart!",

Hello!I have continious problems with the login on the website. I can not login with my user and password, also the pw reset does not help here. It always brings the message up: “There seems to be an error. Please check your e-mail address and password."I checked username and pw, also reset it and also waited the 30 minutes bevor re-login. Then I saw this in the dev tools of my browser:  "errors" : [ {      "message" : "Anonymous user is not allowed to copy cart!",      "type" : "CartError" Can someone help whats happening here?  Best regardsAchim

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4 months ago
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JillyNew Member
posted in Ask the Community
Please Improve customer service

What an awful example of customer service for a major corporation. The trigger on my SV12 cordless vac seems to be faulty.   The customer service rep read from a script and was barley able to do this and was not able to answer any questions.   When I ask to speak to someone else she said to call back for another person.  The back ground noise of other people talking was so loud I could barely hear her.  Do these people work from home or a large open office?Second person was slightly better but directly from a script. My vac is out of warranty so gave me the option of buying a new body, gave me the part number but could not give me a price.  In fact would not answer my question just continued the script.Pervious warranty issues were handled in a much more professional way approximately 4 years ago.

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4 months ago
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colgdmNew Member
asked in Ask the Community
refund 86 days, no vacumn no refund

I purchased a V15 detect absolute on April 6, 2024, and returned directly to Dyson on April 11, 2024, as it arrived just thrown in a box and dented and scratched. I have UPS proof of return using the labels provided by Dyson. I've repeatedly called and been put off many times for my refund. Spoken to Alex, Diego, Miguel, Sergio, James, Miriam, and James again just to name a few. I'm owed $642 and I've been repeatedly told I would have my refund within 5 to 7 business days and still nothing! It's interesting that the day I purchased it, it was pending on my credit card that evening. 83 days and they still can't come up with a refund! Is Tyson scamming me. Please help!Has anyone had luck with the better business bureau? That is my next step. 

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4 months ago
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skewbieRookie Member
asked in Ask the Community
My Dyson hot/Cold Air purifier is putting out a chemical smell

As per this post - I have exactly the same issue and cannot seem to get past it. It causes terrible headaches so cannot use it which is annoying now that summer has finally turned up. As the original post said, it smells like permanent marker pen or photocopier ink.Any ideas?Thanks

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4 months ago
Stuart
Dyson Community Manager
StuartStuart - Dyson
published in Ask the Community
How to: Check on the progress of a delivery/Track a deliveryTUTORIAL

When an order is accepted by Dyson, we aim to deliver it within the timescales outlined during checkout. This is confirmed by email once the order has been dispatched. This email also contains information on the chosen delivery method, either through a local courier service or via the local postal service. For order delivered using a local courier, this email will also contain tracking information. Those orders delivered through the local postal service; please check the Terms of Delivery for a confirmation on the timescale. Some offers and promotions may have different delivery timescales, which will be outlined in the terms and conditions for each promotion. This will also be confirmed in the confirmation email received at dispatch.  If you believe your delivery has been delayed, missed or it hasn’t arrived when you expected it to, here is what you need to know.There are several factors in which impact this delivery timescales. Unforeseen service disruption with the courier, a higher

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4 months ago
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marykaygalRookie Member
posted in Ask the Community
Supersonic Hair Dryer... still no replacement?

I’m in the US, still waiting for the replacement for my supersonic hair dryer. It’s been 3 months. Interesting how I could go to the store or order the exact same item and receive it within a few days but a replacement is on back-order? You can do better than this Dyson. There’s competition products out there and they are looking pretty good.

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4 months ago
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colgdmNew Member
asked in Ask the Community
HELP WITH REFUND

I purchased a V15detect absolute on April 6, 2024 and returned it directly to Dyson on April 11, 2024 as it arrived just thrown in a box and dented and scratched. I have UPS proof of return using the labels provided by Dyson.. I have repeatedly called and been put off many times for my refund. Spoken to Alex, Diego, Miquel, Sergio, James, Miriam, James again just to name a few. I am owed $642.00  and have been repeatedly told I would have my refund within 5-7 business days. 76 days and still nothing. Interesting that the day I purchased It, it was pending on my credit card that evening. 76 days! Is Dyson scamming people? Any suggestions how to get my money back.

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5 months ago
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Mika10029New Member
posted in Ask the Community
Repair and replacemenr issue

Hello everyone I am trying to get help to get my replacement machine.The mess started more than 2 months ago after battling to get an answer for my repair the call center finally decided to replace my machine.Now I am struggling to get the replacement machine noone is giving me answer and I would like to escalate that as much as possible.Either  have my machine as soon as possibleOr her a refundEverything is ridiculous and at this point I feel like Dyson stole.my machine.  I am so disappointed to spend that much money on a vaccum and haven't been able to use it.for 2.5 months.If someone can help or guide me through next steps.

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5 months ago
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sandeepNew Member
posted in Ask the Community
Did not receive Dyson airwrap replacement- US

I had issues with my Dyson Airwrap multi-styler that I purchased in August 2022. The device stopped working recently, so I contacted customer service and since the device was still under warranty I was told I'll be getting a replacement once I send my faulty device to Dyson. I did accordingly and it has been more than a month since the device reached Dyson, but I haven't heard back from anyone about the replacement.  I've been calling customer service over the past few weeks and every single time I get the same response " We'll work on it and you should be receiving an update or tracking number in the next 24 hours". But till date I never received any such update. And every call I make results in the same thing. Every time they say the case is escalated and we'll work on it, but I don't see any such updates.Please help me with this issue as this experience has gotten really frustrating and my faith in the brand Dyson is now dying. This is no small product. It's a 700$ product that I mi

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Jack
Dyson Community Manager
5 months ago
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Bill BlakeyNew Member
asked in Ask the Community
Customer service

How can i get Dyson Customer Service to resolve an issue - 4 phone calls , e-mails and text messages with a promise to call back nothing happens worst customer experience ever  HELP !

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Jack
Dyson Community Manager
5 months ago
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MiraRookie Member
asked in Ask the Community
Appealing custmer services

I want to echo this feeling of frustration expressed by others. The hoover I purchased three weeks ago was defective when it was delivered. I am almost at a loss as to how many times exchange deliveries have been attempted; I think there were seven attempts, but no new, functional product and no reimbursement were received. Even though they apologised, customer support representatives were of no help. I have now invested innumerable hours in trying to find a solution to this problem. This has given me an absurd amount of stress. Now all I want is my money back, along with an open apology and explanation.

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Jack
Dyson Community Manager
5 months ago
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jcrftsRookie Member
asked in Ask the Community
Senior customer service manager

Dear Dyson please can you give me the contact details for a senior customer service manager. You are wasting my life and i need to deal with it urgently.You need to stop using DPD as a delivery agent they do not work on your behalf. 

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5 months ago
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