Hi @Jo Simpson,

Welcome to the Dyson Community, and thank you for letting us know about this. I’m sorry if you’ve had difficulty getting support - it’s always our aim to make this as quick and painless as possible, so I’m sorry if we’ve let you down on this occasion.

I’ve received your message, and we'll look forward to getting this resolved.

Dyson has THE worst support of any company I”ve ever worked with. I had a warranty repair and they said they would pay to ship it back for repairs including the cost of a UPS box. I drove three hours to get to a UPS Store. The reference codes supplied did not work at the UPS Store. Dyson Support was called to help. I waited on hold for 40 minutes while they were having trouble with their system. They finally got the label created but couldn’t supply information to UPS to get payment for the box processed. After 40 minutes, the line suddenly disconnected. I got tired of waiting and paid $29 for the box. The Support called back unhappy that I had paid for the box. They asked me to send a copy of the receipt and they’d reimburse me within 7 business days. A month went by with no response. I called, I texted with support, I emailed at least 3-4x, where in that period they promised to reimburse me. Then withdrew the offer multiple times and wanted to give me an attachment instead. I also called another time and after on hold 40 minutes, line disconnected. They have no integrity. They have also been known to be the #1 most returned vac for issues. Don’t do it, don’t work with these people, they have zero integrity and there are many options out there. I was only looking for them to stand behind their promise.