Dear Dyson Customer Service,
I am writing to formally escalate my complaint regarding the service I have received in relation to my Dyson cordless vacuum. I first contacted your customer service team on 17th January 2025 to book a repair.
During this call, I explained that my vacuum was experiencing pulsating suction and the torque drive head was not spinning in certain modes. The agent insisted I complete a troubleshooting process over the phone, which resulted in a recommendation to purchase a new filter. I expressed my concerns that a new filter would not resolve the issue, but I was informed that this was the next step. I specifically asked what would happen if this did not fix the problem and was reassured that, in that case, Dyson would provide a new body free of charge. Based on this assurance, I proceeded to purchase the filter for £39.
As I suspected, the new filter did not resolve the issue, so I contacted Dyson again on 28th January 2025. I explained the situation and referenced the promise made by the previous agent, but I was told there was no record of this in the notes and that I would need to purchase a new body for £120. This was extremely disappointing and frustrating, as I had only purchased the filter on the basis of Dyson’s previous assurance. I asked for the original phone call to be reviewed, but this request was refused.
Given the situation, I asked to lodge a formal complaint and I was told a manager would be in touch within a few days. However, it has now been several weeks with no response.
I am extremely disappointed with this experience, the lack of follow-up and seemingly non-existent escalation process. This is not the level of customer service I would expect from Dyson, and at this point, there is nothing that would encourage me to recommend your brand. I now request that Dyson honour the original assurance given to me and provide the replacement body free of charge, as I was promised.
I look forward to your prompt response.
