Hi @Frustratedowner,

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.

Hi Jack,

Thanks for escalating this for me. I received my fully functioning replacement machine yesterday. I am very happy with this outcome. 

Hi,

I’m having a similar experience…

Having ordered a new cordless handheld vacuum that I received the following day, i was unable to use it as the battery would not charge.

I called the customer support line, took part in a video call to Identify the issue and following this agreed that j would be sent a replacement unit, I was advised this would be dispatched for exchange with the faulty and used product.

I’ve called and emailed a number of times and always get the same answer, it is be processed.

i have no confidence at all that I will receive a replacement any time soon.

Any suggestions out there on who to contact differently to the standard customer service number?

a frustrated customer 

Hi PJC3,

Create a topic, state your issues clearly and hopefully a community manager will get in touch quite quickly. You will then be put in touch with the appropriate person to resolve your issue. 

Hope this helps.

Same! Disappointed in the company, it should have had excellent customer service, but it's just awful! My order was lost 2 months ago, they can't resolve this issue, $600 wasted. I was planning to buy a vacuum cleaner from Dyson, but I won't, I'll buy from Shark, whose customer service is superior to Dyson's!

I’m having a similar issue! My Dyson air wrap stopped working after a few months (purchased in May) and contacted customer service around September. I completed troubleshooting and cannot get a straight answer on next steps. Every time I ask for an update, I’m told to wait 24-72 business hours. Please see case 41889440 (previously opened 41550781). 

I’m afraid nothing works. You can call Customer Service, get on Dyson chat help, write reviews on the Community pages, message on Facebook and the most you’ll get is someone reading from a script saying they are so sorry for your experience and they completely understand your frustration. Then, they’ll tell you they will escalate your issue and you’ll hear from Dyson in 24-48 hours. I have now heard that 6 times and no one has ever called me. All of their responses to v

calls /chats are so similar and so scripted sounding (I have called over 20 times in 3 months) that I am starting to suspect that I am communicating with AI.

I have returned my vacuum, under warranty, got confirmation from UPS, and Dyson, that the machine was delivered to them on 10/1, but Dyson’s warehouse seems to have misplaced my vacuum and they cannot send me a replacement until my vacuum is scanned in by their warehouse team. Basically they lost it and I have paid the price.

i was calling every few days (and reaching out in other ways as well-email, chat, Facebook and the Dyson app.).  I have spent hours and hours on this mess and I just decided to give up. I’m not getting a replacement, it is clear. I just purchased a Miele vacuum because I haven’t been able to vacuum my house in 3 months. 

I have reported my case to The Better Business Bureau and hope that they can do something to keep this from happening to others

i just want people to know not to buy a Dyson thinking that have a wonderful 2 year warranty. They say they do but when you call for help you’ll be set aside and forgotten. The warranty has been no help at all. I feel bad for anyone that has actually paid for an extended one!

Bottom line is don’t waste your time trying to get resolution. All it did for me was waste hours and hours of my time and give me a lot of stress and left me with a very dusty house with pet hair everywhere. Just buy a new machine and tell all that will listen that Dysons look really cool and work well at first but they are junk, they will break and their Customer Service sucks!

I will report to BBB as well and likely use my sapphire product warranty after two years! Haha

Yeah the customer service is very very poor.  Below you will see what I posted about a week ago but since I haven’t heard *anything* back here, I suspect I will have to solve my problem on black friday by purchasing a non Dyson product since I can’t get Dyson to complete a credit card transaction via a chase card to buy a battery - DOH!

So I ordered a replacement battery online at the dyson website.   I paid online via Credit Card (you should do this).  A little later I received an email 1 asking me to confirm the purchase via a link.  The link button was dead - i.e. it did nothing.  Then a minute or so later I received an email stating that dyson had canceled my order, they didn’t know why, and stating that the card had been authorized but not charged. .  I checked my CC and yes there was a pending charge for the battery.  Since their phone support was down until the next day I waited.   But I did email a dyson help email address that I had used before in hope that when I got up the next day they would have a resolution.  Sadly a few minutes after receiving a reply to that email giving me a case number (one of many I have now)  also stating they would contact me the next day, I received an automated email stating that the help email address was not monitored and that I should contact customer service.

The next day I spoke with a customer service rep 1. He was helpful. We went through everything and he could not figure out the problem.  So he re-entered everything and sent me an email to pay for the item.  I paid again.  He said that the other charge would be removed.  He waited on the phone to verify the order went through and the card was charged, etc.  I checked by CC and yes there was another pending dyson charge.

About 3 hours later I get another email canceling my order.  I phone again and explain.  This guys is less helpful.  After repeated holds while he spoke to a someone else at Dyson he said they didn’t know what the problem was and that I needed to initiate a refund.  He also couldn’t help me get my replacement battery - other than using a different CC.  Given that I have two pending charges on this card I am not willing to trust them with another CC or mine.  I told them I will dispute the charges with my credit card if they were not removed ASAP which I will do .

So now I’m stuck with a vaccum that is basically a brick because Dyson can’t seem to process an order. So I have reached out to dyson 3 times, and still have ZERO resolution :(

Any suggestions?  Please don’t suggest that I call contact a “Dyson Expert” via their website as that hasn’t done anything but waste about 40 minutes of my day.   

If there’s an actual Dyson professional monitoring this forum the order number is 39845631.