Hi ​@jodyar, 

Welcome to the Dyson Community, and thanks for letting us know about this.

I’ve reached out directly to take some further information. Please check your Dyson Community private message inbox and provide the details requested.

I’ll look forward to hearing from you.
 

Dear Jack,

to add insult to unjust ai just received an email from no-reply.b2b@support.dysoncanada.ca titled Regarding Your Case - Robot Repair a thread::c2CVQp3jNiWlu8w91UvcBR4:: ]

saying

Dear Dr. Jody Rodgers,

I hope this message finds you well.

I have reviewed your case and I want to acknowledge your frustration regarding the issue with your robot. Unfortunately, we are unable to send the robot in for repair. However, we can offer you an exchange.

We can request a box for you, which would take approximately 5-10 business days, or you can find a suitable box yourself and we will send you the label for shipping.

Thank you for your understanding and cooperation. If you have any questions or need further assistance, please feel free to contact me.

Best regards,

thread::c2CVQp3jNiWlu8w91UvcBR4::
The irony is that I cannot reply to a “no-reply” email address to let them know about the postal strike or my need for the sending of a box but inability to receive it.

please be so kind to follow up on this ridiculous email with whomever sent it?  I would be most grateful.

sincerely,

Jody 

Dear Jack,

I received another email this time with an ability to reply;

here is what I said:

Dear Madam or Sir,

As stated in my long case history, I have requested a box sent to return my robot for repair. When I first contacted Dyson as directed by my robot’s error code, the agent assured me this box shipment would happen.  I never received confirmation of the box being shipped and it obviously never arrived.  I called back to repeat this same situation two more times.  Now, during this fourth episode, I reached out via the community forum to let the agent, Jack, know of the poor customer service I have received.  

Of course at this time while Canada Post is on strike, and its affiliate courier service Purolator is not accepting packages, nothing can be done so Dyson may easily turn the failure to perform back onto me.  My problem will once again dissolve into the ether.

I am uncertain why these ineffectual emails are being sent when it would be more productive, professional and satisfactory to have acknowledged my multiple contacts to customer service, the failure to fulfil the promise to send the box (unless this is a ploy to delay until my robot is out of warranty?) and a PROMISE TO GET IN TOUCH WITH ME IMMEDIATELY ON RESOLUTION OF THE CANAFA POST STRIKE THAT A BOX IS ON ITS WAY TO ME.  Why I am requesting a box with proper packing materials to be sent is because a fragile electronic device could be broken in shipping and “failure to pack it properly” would be blamed on me, the shipper.

Please escalate this case at least as an example of how not to handle a customer in need.  Frankly, other my Dyson devices are great for customers to repair and maintain themselves.  Perhaps you can send me the parts and instructions and avoid all this hassle.

Sincerely,

——-

I hope you can push this to someone higher in administration- this is a very sad poor reflection on a company I had held in very high regard.

sincerely,

Jody