Have had the most terrible experience with Dyson customer service. My airwrap which was purchased less than two years ago and is still under warranty has broken. I followed all the online instructions and was informed it would need to be sent for repair.
 

First issue raised when the earliest collection date wasn’t for 2 weeks. The delivery company then failed to turn up for the collection twice, despite both myself and the building concierge being at the property at the time of stated “attempt”. I informed Dyson of this poor service and asked them to find out what would happen next. Initially the customer service was amazing, they took all my details, said they escalated it to head office and would be back in touch within 72 hours with an update. No response. So I called again and was told twice to wait another 24 hours. Still no update. 
 

The next representative I spoke to was incredibly rude and unhelpful, so much so that I made a formal complaint (which I was told I couldn’t receive a follow up on as it was confidential?). The representative told me my only option was to wait another 2 weeks for the next collection date (which is a month after I reported the faulty product) or receive a refurbished product. The reason for only a refurb and not a brand new machine was because “there’s not enough time left on your warranty” despite the warranty supposedly lasting 2 years. She effectively told me take it or leave it they’re your only two options. 

The next representative I spoke to when following up on the complaint told me they were very sorry for my experience and would make it up to me with a discount on future products which I declined. They then said they could raise a request for a new machine rather than refurbed and sent me a case number and again said they would follow up this time within a week. A week and a half later still no update and the final person I spoke to has told me a collection needs to be arranged before they can process the request for a new product.

For a product that costs such an obscene amount of money to break in the first place is very disappointing, but the awful response from Dyson since is completely unacceptable and I will never be spending another penny with them or recommending them to anyone again. I will be taking the matter to the consumer rights group to try and get this issue finally resolved. I see on these community posts that there have been similar issues so if anyone has any advice please let me know.