Escalation: Dyson Germany Service Non Responsive for over 2 months | Dyson Community
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I have had a body part replacement for my Dyson v15 scheduled since 3rd July this year. I was told that the part would be shipped to me in 2 weeks maximum. It is now september, and there is NO RESPONSE from the Dyson Germany customer service. I have spent a long time looking for a customer service email, and cannot find any.

 

I have spent HOURS waiting on the phone and eventually, the line literally disconnects after waiting for long enough. Once, I finally got someone to respond and they were cold, and said “sorry there’s nothing we can do”. I asked multiple times in this call that they at least send me a replacement machine, and the man said “we will contact you about this”. This was a whole month ago, and I once again heard nothing, and I am once again in a rut of calling, waiting, disconnecting.

 

This is ABSOLUTELY UNACCEPTABLE behavior from Dyson. I have barely used my Dyson V15 for a few months, and it needed a body replacement. It’s sitting completely useless in my storage. This is not a cheap item for this kind of customer service to be acceptable. I expected Dyson to have better customer service and better communication in Germany. I did not expect to have ZERO REPLACEMENT OPTIONS while Dyson deals with my case. 

 

Can someone please respond here, and help me with this escalation? 

 

 

Hi @sabasingh8,

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

I’ve reached out directly to take some further information.

I’ll look forward to hearing from you.

Hi @sabasingh8,

Just to follow up, I understand the Dyson Germany team has now been in touch to help resolve things for you?

You’re welcome back here at the Dyson Community if you need further advice or support at any point!

Thanks Jack, Yes I have received my replacement, and greatly appreciate you stepping in to make the process easier. The community forum helped a lot, and your work is invaluable. 

 

A word in general to Dyson:

Please consider that there are many many people who are dealing with this issue. And just because they didn’t post to the forum, they are being deprioritized. It’s evident form the customer’s side that the Dyson team in Germany is unable to handle these requests - perhaps they are understaffed. But the service there as compared to here in the US is absolutely appalling. Someone on the German team  even told me that equipment has been out of stock for 4 months. But clearly, since I just received my replacement, that’s not true.

I was lucky that I found this forum (which is not actually available on dyson.de, and only available on dyson.com). It only showed up for me because I am traveling to the US, and the website defaults to dyson.com while I’m here. Otherwise, I would still have been waiting for someone in the German team to help me out. 

While I am truly grateful that Jack and others helped me get my replacement, I am unsure how I would handle this if it happened again the future. This is just not what we expect when we buy from Dyson - it’s too expensive a product for this type of customer service if it breaks. 

 

Hi @sabasingh8,

Thank you for your kind words, and for your feedback - this is much appreciated, and I’ll ensure this is passed along to the right people for you.

At this time, we don’t have a Dyson Germany Community, which is why this English-language Dyson Community forum is not directly linked on Dyson.de. But we’re always looking to expand and improve the service we offer, and I’ll be happy to pass this suggestion on for you as well.

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