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Jack
Dyson Community Manager
3 years ago

General discussion

Got a general query about your Dyson cordless vacuum or wet cleaner? Get an answer from the Dyson Community here.

  • 1,147 Posts
  • 2,615 Replies
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Paul DraycottNovice Member
asked in General discussion
Awesome company but why awful customer service ?

I’ve just spent the most frustrating 60 minutes on online “customer service” chat. As a very long standing Dyson customer from way back in the day, I’ve spend many thousands on vacuums and hair products, air-wraps etc, I feel completely [Moderation edit - profanity removed] by the awful response time for an issue with a two month old vacuum. Apparently no spare parts, currently “in production” !! … no lead time. They’d like to collect my machine for repair, with the first available slot being the 15th November ! How do they expect me to keep my house clean for the next month ? should I go out and buy another vacuum ? (unfortunately I don’t have a spare lying around). I’m really struggling to understand why one of the UK’s most successful and innovative companies sub contracts their customer service out of the UK ? and doesn’t keep sensible stock levels of replacement parts… surely in these cases they should out something to simply awful. Feeling very disappointed and let down.

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BakerladyRookie Member
asked in General discussion
still waiting

Been waiting 6 weeks now for a new hard floor attachment as the plastic pipe in ours has split,very bad design. We are still under warranty but getting fed up of waiting for this part to be back in stock!! Not good enough Dyson!!

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dryadsdadRookie Member
asked in General discussion
V10 bin size

I have a V10 Animal stick. How can I tell if I have a large or small bin model? I need a bin part or a whole bin.

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Rob9771Rookie Member
asked in General discussion
V11 Wont switch from Eco to Med to Boost

From new my vacuum wont switch from medium to eco or boost - Is there a reset ?

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Jack
Dyson Community Manager
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molsonspartzNew Member
asked in General discussion
Dyson Suppoet Unable to Lovate My Account

I purchased a V15 defect about a month ago and registered it in the Dyson app. The battery stopped working, so I charged it overnight and cleaned the filter, but the machine still won’t power on. The LED lights flash blue. I contacted support to ask them to send me a replacement battery, but the agent says he can’t locate my account. This doesn’t make sense because I am logged into my account on the app, speaking with him. I try going on my laptop instead, but the issue persists- the agent says he can’t locate my account, even though I am logged into my account chatting with him. This leads me to discover that while both my Dyson products show up in the app, only the AirWrap shows up when I log in via a browser. I try re-registering my V15 on the browser, it says it’s successful, but when I refresh the page, it doesn’t show up under my machines. So I am stuck in a loop. I can’t use my vacuum, they won’t send me a replacement battery without my account information, but I have an account

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Jack
Dyson Community Manager
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cmartin10New Member
asked in General discussion
WashG1

Can you add white distilled vinegar to the water for sanitation?

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Jack
Dyson Community Manager
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EamonnpquigleyNew Member
asked in General discussion
appaling customer service

Is there anyone that can help me? I bought a V12 machine 5 months ago and it was defective and replaced. The replacement now needs to be replaced and I am having a horrific experience with customer service. So far I have been given 5 collection dates where no collection happened, I have been promised 3 calls from a supervisor but none happened. I was told that the collection courier would bring a box for me to pack. The courier arrived but didn’t have a box. I contacted customer service and was told that it was my fault that the collection hadn’t happened. I was promised a call from a supervisor but of course nothing happened. i am at my wits end! As Dyson products are expensive I had expected decent customer service but I was wrong. i will never, ever buy Dyson again

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MorleyfordsNew Member
asked in General discussion
How can I get help with my Dyson V8 vacuum?

Dear Dyson, I purchased a V8 in March of this year it very soon failed to last very long but has got progressively worse. We have run a few trials and now find that making sure it has a full charge, wait until the blue charge light extinguishes it only operates for around 6 minutes. I have reported this and was initially told I would receive a replacement battery. I now understand the battery is out of stock and the order for the battery has been cancelled. I was then sent a message stating that the machine would be collected on the 11th November. I contacted Customer Services by phone but was told I could cancel the return and wait for when the battery returned to stock. I am unwilling to return the machine as I understand it will take 7 days to repair and return. The machine is our only form of vacuum cleaner. The conversation with customer services was pointless as they listened to my concerns but could offer no solution. You do not have field engineers. The reason I replaced the un

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Lily123Rookie Member
asked in General discussion
How can I get help receiving a refund for a returned machine?

Hi, I really need help please! I ordered a refurbished Dyson V8 on the 4th October on a special promotion. I was excited to receive it as I could not afford a new one. I received the Dyson on the 6th October but the brush was not turning and I had to return it in exchange for another Dyson V8. This machine was faulty too and I returned this one on the 14th October and it was delivered back to Dyson on the 18th October. Now Dyson’s terrible customer service is saying that they need proof of both returns before refunding me my money. I have proof of the second return but the first one was for an exchange. Their system does not reflect this! I don’t know what to do as all I get from their customer service (they should not call themselves customer service but customer hinderance department) is that they will escalate this issue to their team! I need my money back but there is no complaints department to contact! Please help! [Moderation edit - title updated]

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trainracer1956New Member
asked in General discussion
Help with the Wash G1

I’ve just bought the new Wash G1 and used it for the 1st time cleaned the floor excellently except when I attempted to use the self clean mode I could not find the mode on the screen to activate it. I’ve held the button down etc but it scrolls through various screens e.g. roller life, language,hydration level etc but still no self clean mode. Am I missing something?

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Judyreed1953New Member
posted in General discussion
V12 and Customer Support

I purchased a Dyson B12 and rated two weeks and never received it. I called Dyson and they could not locate the machine. I put a stop payment on my bank account. I called Dyson again and they sent out a new machine. When the second machine arrived, I called my bank and reversed the stop payment. Now I’m having a problem with one of the replacement parts. I called and tried to get it replaced and they said I did not pay for the machine. I have sent proof of my purchase to Dyson three times and have called customer service on numerous occasions, holding up to 30 minutes each time. I still have not received the replacement part, nor has I received a call from a supervisor, which was promised. For this reason, I will never buy another Dyson. You get no support when you need it.

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wzz669New Member
asked in General discussion
V11 Animal won't move from ECO to AUTO to BOOST (no power mode switching capability)

Bought the most expensive stick vacuum on the planet and with that I expected top notch quality, engineering and durability!!!! Wrong!!!! First disappointment was the 25 cent plastic trigger that cracks on every (I’ll bet) Dyson!!! If a person can’t figure out how to replace, that person will pay $100+ to get it repaired!!@! And now my Dyson will not switch power modes!!! Any clue on how to repair this????????

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Michele WRookie Member
posted in General discussion
Faulty Hoover

Hi all - a year ago I invested in a Dyson Hoover costing over £250. I thought a great company with a fabulous product with a British Inventor at the heart of the company - its worth investing in something that will see me through the next few years. Recently the battery stopped charging on the hoover and also the tubes stopped clicking together. I contacted Customer Services (via their Chat facility) and arranged collection of my hoover so it could be repaired. At this time I was also charge £100. The day of collection came and as it was an all day option I had to take a days holiday so I could be home. On the morning of the collection I received an email that said DPD cant not collect and I would be given another date soon. I contacted Customer Services again just now and have another collection date booked for 2 weeks time and have also been guaranteed an urgent refund. My gripes: I asked to file an official complaint and have been told there is no process in place to do this - why i

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TimboNew Member
asked in General discussion
Dyson V8 Absolute design flaws?

Dear all, I have been trying to get an email address with no success to bring this to the attention of someone in Dyson land with technical responsibility so resort to here for any suggestions or remarks. I own a Dyson V8 Absolute cordless vacuum. There seem to be 2 design flaws which are basic IMO. when using the powered anti hair wrap agitator brush the rear large (~3cm dia) disc wheels leave pairs of ugly tramlines across my carpets. The wheels are fairly old traditional design concept to allow easy steering, angled conical discs. But on this floor head they seem much sharper on the outer edge than my old dyson. Being the case they dig in to the carpets and leave pairs of ugly lines where I have covered the floor. Any suggestions? The dust bin has an internal plastic web from the base to the internal cylinder right at the front of the unit. When the debris is collected in the bin this web stops the waste circulating evenly around the bin. So that when in use with the bin held and an

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Jack
Dyson Community Manager
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dimondt11jRookie Member
asked in General discussion
How can I get Dyson to give me answers after almost 7 months or more???

Hi, I own several Dyson vacuum’s and I have been a longtime customer of Dyson. I have an outsize that I have called on since approximately April or sooner, the beater head just quit and so I did a video call where they deemed that it was a defective product to which they stated although it was out of warranty they will replace the head when it becomes back in stock, which was months and months ago, at one point someone sent me a head that is at least 3+ inches smaller and now the wand is wobbly when putting on the head and will shut off and on, none of these parts are available online anymore which tells me that this product is defective as there is no more room on the wait list for parts, according to Susan that I spoke with this morning. I have spoken to Fernando who created the case #37409268 then I spoke with Tatiana, Isac, ( on 05-15-24), Jacob (on 06-26-24) then I called on and spoke with Angela on (08-09-24), then I called today and spoke with Susan, (09-23-24) still no luck!! T

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Garibaldi22New Member
asked in General discussion
V11 pulsing on Eco, Med and Boost. New Dyson filter hasn't fixed it. Motor problem?

Hello We have a Dyson V11. The model with all the extra heads and accessories. Bought new about 4 years ago I think. The motor started pulsing a week ago on all power settings. We went onto the Dyson Support site and went through all the relevant troubleshooting via the Chat service. Definitely no blockages between brush heads and the dust collection bin. Removed the bin as per online instructions - no blockages. Was advised that a new filter at £39 would fix the problem so we purchased one from Dyson. The filter arrived today and it has NOT fixed the problem. The unit is still pulsing on all 3 power settings. No suction at the brush heads. I guess it's a motor problem or the battery needs replacing? Any thoughts welcome. Regards Garibaldi22

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My complaintRookie Member
asked in General discussion
have not received promised replacement for v10 animal

Dyson customer service promised me a V12 animal to replace my broken V10 which was under warranty. I needed to ship my V10 to them and then they would place the order for the V12. It has been 5 weeks since they received my v10 in the warehouse. I have contacted customer service several times and each time they tell me it will be 5-7 or 10- 12 business days. When I contacted them today they said the warehouse did not receive the entire machine (which I sent). So they have to file a claim with UPS. If UPS says they delivered the package intact and undamaged then I will not receive the new V12 replacement. I am not optimistic!

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Jack
Dyson Community Manager
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AlexPNew Member
asked in General discussion
Dyson hand held V7

Replaced battery only last year. Now finding despite charging, the machine only lasts seconds before running out of charge ?!? Can’t be the battery so soon - what can I try ?!?

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JohnRRookie Member
asked in General discussion
What am I doing wrong with Customer Support?

I bought my second V11 Outsize, but the circular pieces on the cleaner head broke off on both sides, making it useless. On 9/20 Customer Support told me they would exchange the entire unit for a different model, since they didn’t have the replacement head in stock. I agreed to this, and returned the entire unit, which was received by Dyson on 9/30. I was told I would receive the replacement within 15 days of their receiving the old one. I’ve called several times on this. Yesterday, I was given another exchange option, since the one they had promised to send was backordered. I was told I’d have an email with a tracking number within 2-4 hours. This morning, no email, no tracking number. I called again, and was told that within 24-48 hours I would get a ship notification, and that the previous agent didn’t process the request properly. Each of these calls takes a minimum of 20 minutes due to the long process of assuring me they will solve all the problems, asking me to identify myself in

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Thommo14Novice Member
asked in General discussion
Dyson V8 Absolute Filters

Can someone please advise if the Dyson V8 Absolute has a HEPA filter? Thanks

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Jack
Dyson Community Manager
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CharlesWNovice Member
asked in General discussion
Link to wrong manual for Dyson V8 cordless stick vacuum (SV25)

There is a link on the web site which leads to the wrong manual, ie not for the machine featured on the page. I started at my list of registered appliances, and got to the page "Support for your Dyson V8™ cordless stick vacuum": https://www.dyson.co.uk/support/journey/guides/476596-01?machineId=476596-01 There is lots of useful stuff on that page. However the link to the manual, on the words "User manual // Check your user manual online or download a copy", is: https://www.dyson.co.uk/content/dam/dyson/maintenance/user-guides/en_GB/vacuumcleaners/cylinders/cy28/232573-01.pdf but this is the wrong manual. It is the manual for the "dyson big ball". Eventually, going via the support pages, I found the page: https://www.dyson.co.uk/support/vacuum-cleaners/cordless/v8/star-pre-filter and there was the correct link for the V8 SV25 manual: https://www.dyson.co.uk/content/dam/dyson/maintenance/user-guides/en_GB/vacuumcleaners/sticks/sv25/8490137-GB-N285L-V8-OUG-MASTER-Creative.pdf

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SEJNew Member
asked in General discussion
Has anyone else had a delivery problem and been told I need to wait while Dyson and Australia Post sort it out (up to another 30 days)??

I purchased by Dyson G1 and could track the delivery until I was told to contact Australia Post who then told me to contact Dyson. Now 3 weeks later and Dyson have informed me that the package is now empty when it got to one of the post transit centres and it t will take up to 30 days to work out what has happened to it. I have been in touch with customer service and keep getting a template email back thanking me for my patience. Meanwhile I have paid for something that hasn't been delivered - wouldn't you think Dyson would send a replacement now? Interested in anyone else's experience.

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Jack
Dyson Community Manager
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m.j.hollandNew Member
asked in General discussion
Unfortunately you have to give at least one star...

Unfortunately, you have to click on at least one star... My current CS experience with Dyson is deserving of much less. After purchasing the new £600 G1 direct from Dyson as advertised to do for 'the best support and service' I am still waiting on a resolution to my issue. The mop itself is ok. Not great, just ok, but I did decided to keep it nonetheless. Wait to purchase it until they start discounting the price as it isn't worth the full one. After just three uses, a jammed roller sensor fault occurred and the machine stopped working. I went through the trouble shooting steps and after being unable to resolve the issue, contacted Customer Service. Here I note that the name of this department is perhaps misleading. The department of ‘I can’t help you so someone will call you back’ would be a more apt title for those answering the call. Call Number 1 Actually my first contact regarding the fault didn’t go too badly. It was ascertained that a replacement machine was the best cause of ac

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Dyson Community Manager
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daysuhnNew Member
asked in General discussion
V10 animal - stops after 1s

Hi, My V10 has a problem, I press the trigger and it just does the "boing" noise and stops. Machine thoroughly cleaned, filter clean etc. Looks like it's a very common problem with the motor developing a fault. How can I go about getting this fixed? It's exactly the same issue as this one: https://www.reddit.com/r/dyson/comments/1atfni6/dyson_cyclone_v10_immediately_stops/

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Dyson Community Manager
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KaraPNew Member
asked in General discussion
$1200 unit for this kind of treatment is insane.

It’s funny, when I started looking at Dyson I saw nothing but good reviews on everything. Now, all I’m seeing are the horror stories that I seem to be going through. We bought the $1200 unit, Gen5Outsize because of the square footage it was going to be covering. In 3 months the control wheel on one side broke off that helps keep it on track. I called Dyson as it was still under warranty and they said thy would send a replacement but the replacement was out of stock. They told me to call back in a couple weeks to go over all of this again and then it will be sent. Excuse me? I have to call back and redo all of this? Why? That is asinine. Within the next two months the other wheel broke off essentially making my unit unusable because now it’s just sliding all over the place on the hardwood and wont even move on the carpet. SO I called Dyson back and they again said they would replace the head but IT’S STILL OUT OF STOCK! So instead I can send the unit back and they will replace it. BUT F

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Jack
Dyson Community Manager

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