How can I make a complaint to dyson about poor customer service. | Dyson Community
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I bought a dyson gen5 detect in July. It didn't work. I ran through the troubleshooting and contacted dyson through the chatline. I was told it was a problem with a head and they sent me a replacement. It still didn't work. Contacted customer service again, ran through troubleshooting again and was told that I needed a new main body and cyclone but it wasn't in stock. Fast forward to now (4 months later). I still do not have the replacement part. So 4 months after buying a brand new machine I  still can't use it. I phoned customer service this time and asked for either a full replacement or a refund and was met with a flat refusal. We can arrange a repair they told me. However, I am (understandably) fed up waiting for dyson to sort out my broken machine. I don't want a repair, I want a replacement machine or a full refund, after 4 months of waiting I don't feel my request is unreasonable. 

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.

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