I purchaed a Dyson vacuum cleaner. Within the year (under warranty) it stopped working. I was instructed to buy a new body (unaware of the warranty coverage, this was out of pocket). When this did not solve the issue I was sent a new battery (which took weeks). Unware that the only place the original serial number is is on the original battery we threw away the original, replaced the battery, and after a few days charging when it still didn’t work I again contacted Dyson. I was told that I now needed to send the whole vacuum back to Dyson. I was issued a prepaid lable, however, as I live outside of the US I paid $200 to get the box to the states then sent it using the lable Dyson provided. 

All of this was frustrating thus far, but this is where the real debacle begins.

My box was received (USPS confirmation) on 11/14. I was told repeatedly the replacement would ship any day. Finally this Monday after many calls I was told that A. the product is permanently out of stock (aka would never have shipped anyhow) and an upgrade needs to be authorized and B. that as the serial number is not in the system (remember we’d swapped the battery), it was logged in the warehouse as “main body only” (which is incorrect as I sent everything--wall charger, attachments--sent it all!). 

I was told this representative would escalate the situation and I’d hear back in 24-72 hours. Well, today I started calling again having gotten no response. I have cumulatively spent more than 25 + hours on phone/email/chat with zero resolution. 

Today I was told that a replacement cannot be sent because I did not ship back the whole product (untrue--see above and issues related to serial #!!). I was told it would be escalated again and to wait 3-5 business days?!?!

This is completely unacceptable. At this point I’d actually prefer a refund and to never have to deal with this company again. However, having invested additional monies (replaced body, paid for shipping) and as Dyson has my money (paid for vac) AND my machine I’d like a solution--ASAP. 

Help!!