I have been a Dyson customer for 20 years. I have praised them to friends and families who have in turn purchased Dyson products. I don’t know what happened to the company I appreciated, but they are no longer in existence.
I have a Dyson V11 Outsize vacuum. The mini motorized tool head has failed and been replaced twice. It has now failed a third time, and the local Dyson factory service center in NJ said I will have to pay for this one. Okay, $53, that’s fine. I paid them there and they submitted the order on 12/31/24. While I was in the store, there were 12 other people waiting to have their various Dyson products serviced. They all started to speak negatively about their Dyson woes, and how horrible a product it is. I stood up and defended Dyson telling them I have been a customer for 20 years and they have never failed to do the right thing for their customer. I should have kept my mouth shut.
On 1/3, I receive an email from Dyson saying it will be delayed 1-3 days. On 1/21/25, I call Dyson to see what the status is. They tell me they don’t understand why, but the order on their end isn’t processing. So they will need to cancel that order and start the process over again. They have no way of expediting or flagging it as an issue on their end, so I will have to wait the full processing and shipping time. They assure me it will be shipped out within 7 days. Multiple times I ask for a supervisor or manager so that I can understand what is happening. The CSR suggests I email their us.escalations@dyson.com address and express my concerns and that I would like to speak with someone. I send two emails 3 days apart...never received an email or call back to this day (2/10/25). On 1/28, I follow-up and am told that the order still hasn’t shipped or been processed. This time I am given a different support number to call. It ends up being their commercial division. The CSR tells me she can’t do anything to assist me, but after hearing some of the story tells me “okay alright, I will get your information to someone and they will call you back within 48 hours.” On 1/29, I receive a call from a “manager” who tells me he is sorry for the inconvenience and assured me the item will ship by 1/31. Today is 2/10/25. Still haven’t received the item. I am currently on hold with the CSR who is telling me there is an issue and they need to cancel my order and submit another order for the item. This will be the THIRD order for the same part. I am now currently on hold for 37 minutes while they are very busy and do not have a supervisor available for another hour. Two past calls I was told the supervisor would call me in 30 minutes and less than an hour respectively, and I never heard from anyone and had to call back in.
I have spent over 5 hours collectively communicating with Dyson about this. I feel like Ashton is going to get on the phone and tell me I’ve been PUNK’d.
I am requesting to hear from someone at Dyson that actually cares about their customers and the experiences they are enduring.
