Good Morning,

I am utterly disgraced at the conversation I have just had with one of your customer service team (Shivangla).  Whilst I appreciate that this is not her fault, the fact I was unable to speak to a leader is unacceptable at a company like Dyson. 

Since purchasing the V10 I have had issues with the filter, this has been communicated to your team on two occasions.  The first time I was sent a replacement cyclone, which did not resolve the problem.  The second time I sent it off for a repair.  It took 3 weeks to collect the item (so had to live without a hoover for 3 weeks) it was ‘repaired’ within a matter of hours and then returned back to me.  I used the Dyson in one small room and the filter sign came on again, I cleaned the filter, it was completely dry and STILL does not work.  Furthermore, the item has come back damaged and is dented in two places.  This is totally unacceptable.  Not only do I have a product which does not and has not worked for pretty much the duration of owning it, it is now damaged and not aesthetically please which is why people buy them in the first place as it certainly isn’t for the ‘cutting edge technology’. 

To make things worse I was offered a discount off a new product! Totally unacceptable given that the product has rarely worked and has been used very little since owning it due to me working abroad for the majority of the year.  Then I was offered another free repair - which I do not want.  I want a new machine (preferably one which works) or a refund. 

I work in a high end luxury furniture company and exceptional customer service is imperative in any business today.  Having bought into your brand, company ethos and products I would expect so much more than what I have received to date. 

I wish to be contact by EOD.

Best,

Camilla Matthews