I am extremely frustrated with Dyson. I was sent the wrong Low Reach Adaptor for my Gen5 Outsize. Despite Customer Care Reps being “helpful” no one seems to be listening to the fact that their information is not correct. The 971435-01 Low Reach Adaptor does NOT fit the Gen5 Outsize. They are insistent it does. I finally got to speak with a supervisor today and unfortunately, Fernando did not want to understand that the information they have is incorrect. He did explain there are different dash codes for the same part number which makes sense. 971435-01 Thru 971435-05. Why would the first dash code be the right part for the newest Gen5 Outsize. I explained that the box specifically calls out the vacuums it fits and the Gen5 Outsize is NOT listed. So now I am waiting for the same part that again, will NOT fit. I am not sure how to get thru to them that they need to review their dash codes and compatibility. A company of this caliber and who charges so much for their products should be providing better support and listen to their customers.
Hi
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.
Good morning, Charu.
Thank you so much for messaging me separately. I want the community to know that you are being helpful. As mentioned, I am a life long Dyson user and supporter. This situations is very frustrating and unfortunate, but knowing someone is listening to the customer is very helpful and gives me hope this will get resolved. I look forward to working with you to get this resolved for not only me, but all of the Dyson customers. Not just within this community, but also online I have found the same complaints time and again. I have faith you will get to the bottom of this and look forward to hearing from you.
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