On July 3rd, 2024, I ordered a Dyson V12 cordless vacuum cleaner from the official website, dyson.ae. Since I live in Uzbekistan, where there is no official Dyson store, so I had to order from the nearest country and use a courier service for delivery.
When the courier delivered the vacuum to me and I plugged it in for charging, it showed no signs of life. I tried charging it almost all night, but none of the indicators on the device or the battery lit up.
The next day, I went to a local service center where the specialists clicked a battery from another device into my vacuum, and it powered on immediately. They also checked the power adapter, which was functioning properly. However, my battery wouldn’t charge other devices—it was clear the problem was with the battery.
I then contacted Dyson UAE support, and they asked me to call their support hotline (which seemed unnecessary—why not just continue communicating via email?). Fine, I called, and they asked me to record a short video showing the issue and provide my shipping address so they could send a replacement battery. I did as requested and sent the video to support.
There were several more email exchanges, including one where I had to confirm that I would cover the shipping costs to my courier and that he had no claims against the sender, etc. I did all of that as well hoping that i will receive my spare part and start using it finally.
The result? It took me a month and a half to get a final email from Dyson support stating that I would need to bring the device in person. My first thought was i am so sick of it but then my hubby planned a trip to Abu-Dhabi. A vacation with my family and the whole machine in my luggage and then i will have just 7 days to get it back which i think is unreal. So i have to admit that the best way is to buy a replacement part at my own expense (it will rather be a chinese oem product because dyson doesn’t sell v12 battery for some reason) and finish this long story. In conclusion, it would have been easier for me to get support if there was an official store in my country, but I did not expect such a level of service. The complete inconsistency in decisions, the lack of a clear algorithm of actions and the unwillingness to help amazed me. I wrote about my experience on Facebook and LinkedIn, but did not receive a response from Dyson. This is my last attempt to reach their management and apparently the last purchase of products from this manufacturer.