Frustrating Out-of-Warrenty Exchange V8 Absolute | Dyson Community
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TL;DR

Dyson has zero accountability to their customers, and will lead you on with false promises in hopes that you’ll quit asking for help.

To anyone considering a purchase of a Dyson vacuum, do not buy it.

The Details

My fiancé and I purchased a Dyson V8 Absolute in late June. Since the machine broke in early August (only a couple weeks out of warrenty) , we have been left without a vacuum for nearly three months from Dyson’s seemingly deliberate mismanagement of our resolution process.

  1. Before starting our exchange process, Dyson sent us the incorrect version of our replacement part. This required us to return the original vacuum and replacement part via UPS to correct for their mistake.
  2. We have received no follow-up emails from Dyson this entire time about the status of our return, requiring manual intervention over the support chat for any forward motion on our resolution.
  3. We have been told three times to wait “48 business hours” for tracking details to be delivered to us. It has been nearly three weeks since the first time we heard this from Dyson.

The fact that Dyson thinks it’s acceptable to so blatantly lie to their customers while they’re expecting an update from them is maddening.

Throughout this process, I’ve been trying to get more clarity from the support staff, only to be blocked by inane internal procedures. Not only are they unable to provide any information about supervisors to hold an individual accountable for ongoing mistakes (e.g. here), but they also seem unable to explicitly confirm an exact date to be held accountable to.

The below screenshots—taken almost exactly a month before this post—document this absurd practice:

 

Maybe I’m reading this wrong? Would love some clarity from someone who can actually get us our exchange order...

Moderation edit - title updated]

Hi @garrettmflynn,

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

I’ve reached out directly to take some further information. Please check your Dyson Community private message inbox and provide the details requested.

I’ll look forward to hearing from you.

After calling with increased priority, I was told that Dyson’s records indicated that they received an incomplete shipment of the vaccuum, a detail I was never told about but they’ve known about for nearly two months.

 

The order was noted as incomplete because they registered their own replacement main body as the full vacuum shipment and somehow failed to associate the 2nd tracking number provided for the actual vacuum shipment.

 

Not only was I never told about the root of the mishap. But they’ve also failed to send us shipping details for the exchange after another week of waiting, when we were told this would happen within 48 hours.

 

Even if Dyson is intending to change their mistakes with this order, it seems like they’re incapable of doing so.

oh my god, that chat was so similar to the 90 minute chat I had yesterday - soooo frustrating. I love it when they say “I understand your sentiments of worry” ! … honestly it’s an absolute joke. The guy I was talking to, “Akshit” said “I do understand the displeasure and discomfort you had to go through and be assured it will be delevired back to you at earliest.”

After waiting on hold for over an hour, I’ve now been added to a “callback list” so that Dyson will call me back when they’re available.

This was two days ago. Now my calls to the support number automatically hang up, indicating I’m still on the list. 

Turns out phone calls are no better than the support chat...

Since I can’t make or receive calls to Dyson as a result of this callback nonsense, I’ve tried following up on their support chat.

Thank you for your patience as I have checked I would like to inform you that we have proceeded with the review for a research team as we only received the main body from his device., and it will take 7-10 business days for them to review the account. So please wait for the time frame to complete.

For the past two months, our return of Dyson’s replacement main body has been confused as the exchange shipment of our complete V8 Absolute vacuum. And their internal team seems incapable of solving this issue promptly or consistently. 

7-10 business days for review is completely different than receiving shipping confirmation in 2 business days, which have long passed.

And now that I’ve reached out, the support agent refused to tell me what the 7-10 business days are relative to. And after pushing and providing the exchange tracking number, I was told that it started from today—not my original call (4+ days ago) to them.

To me, all of this reads as Dyson deliberately obfuscating their internal processes so that customers never know when they’ll receive help, giving them the ability to string out resolutions for months until those asking for support simply give up.

Wow this is even more chaotic than I anticipated.

 

Turns out the replacement vacuum was already shipped and arrived at a local CVS an entire week ago (Oct 25th). But we didn’t receive a confirmation email with a tracking number until today at 9:45am today—after I received the above contradictory information from support staff!

 

Guess I’ll be picking it up later today. Will post an update after

We have officially received the correct vacuum after 3 months of total chaos!

If you’re considering a purchase, keep in mind that customer service is at this company is an absolute joke. 1/10 would not recommend.

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