I am writing to express my deep disappointment and frustration concerning the service I received for the repair of my V12 vacuum cleaner in Dyson HK.
I bought the V12 vacuum cleaner in the mid of October 2022 and everything is good until , end of October 2024. The V12 cleaner motor stop running after the power open for few seconds. However, with no luck, I was going to a business trip and back to Hong Kong at the end of November. I brought the vacuum cleaner to the service centre in Hong Kong after coming back on 26 November 2024.
On 26 November, I visited Dyson Hong Kong Service Center and explained the situation to the customer service staff. As I felt so surprised that the V12 cleaner cannot work just two weeks after the guarantee period. I understand that repair fee is required but I still try to ask the cs staff if there is any chance to waive the fee (checking fee and labor fee) as a gesture. However, the cs staff make me felt so shock that they ask me to call CS hotline if I have the above request. I have no idea why they can ask their customer to call the CS hotline while I am physically at your center, as I think no customer will understand how your company work. All of the staff I meet should represent Dyson and how come the cs staff cannot help customer to deliver a message?
In the whole drop off process, the cs staff keep telling me that there is variety fee if I drop off the cleaner to them and suggest me to make the decision carefully before drop off. They never take care about the emotional and disappointment of customer but leave their customer to make decision without making any advice or suggestion. Is Dyson setting up a repair center just aims for money but not customer satisfaction? Besides, the cs staff just kept challenging me that the damage of motor is made by customer, but not the product itself or other reason even without any checking or diagnostic. They try to convince me that the vacuum cleaner of majority customer can use for five to six years without repair. Apart of the turning the power on and off, how can I damage the motor without any sign of mishandling? Also, the cs staff stated that the depreciation of the filter will damage the motor. Hence, I need to change it to enhance the motor work properly. I really doubt what they are saying. I visited two of your flagship stores in Hong Kong IFC and Element respectively and ask if the filter will damage the motor if I never replace the filter. I got the same reply from them that, absolutely not but suggest to replace after period of time since the filter effectiveness will decrease by time. How come the answer can be that misalign? It only proves that the cs staff using a ridiculous excuse to convince me to pay and the damage is made by customer. They do not want to take any responsibility and spend time on my case.
On the same day night, I received a message that the product already finish inspection and including the quotation fee. However, the quotation do not mention a single word concerning the reason of damage after just two weeks pass of the guarantee period but only including the repair fee. I really doubted if the customer service staff had help me to pass request to corresponding department staff as they promised me they will pass my story and issue to the repair department before I leave.
I called the hotline again instantly and ask for the status. However, the hotline staff said she knew nothing about my repair and will ask the repair department to call me again. I felt so surprise that how come no one know and suppose the staff in service centre said that they already remark in the system. Does it mean the staff just want to ignore my problem since I already drop off anyway? I think it is an unacceptable situation as a customer service that there is no communication between the department. I requested to the hotline staff that I need a correspondence staff to contact me before 29 November 2024. However, I have been waited for three days, no one contact me on Friday and even Saturday. I need to call the hotline again myself. This is the second time I feel Dyson never respect their customer and every communication is in a single way but not interaction.
On the following Monday, 2nd December 2024, I receive a call from hotline finally. I have been waiting for whole week to get reply. However, your staff reply to me that they cannot make any decision on my case and they need to escalate to higher management.
On the next day, 3rd December 2024, I received a call that I feel the most ashamed and the worst customer service experience in my life. A staff call Mr. Ho contacted me by phone and told me that he is the specialist who handle my case. Before starting the conversation, I asked him few times what is his role and title since I do not want to spend extra time to explain the situation and I already wait for a week to speak with the management level. However, Mr. Ho refuses to answer my question. He just asked me to tell him what I want and he will handle the case anyway. I do not know what is he trying to hide and I do not think it is an information that cannot disclose. How come Dyson customer service staff can talk with client with this rude and impolite attitude.
During the phone conversation, he never showed any empathy to his client and spend any effort to understand my emotional and experience. Mr. Ho impatience tone of voice and response only deliver a message that he do not care the customer and they just follow their policy to work.
Last but not least, I asked Mr. Ho if the staff in service center is under his supervision since I think both of them are providing extremely poor customer service. He also refuses to tell me at the beginning but after I strongly questioned about it, he finally admits that he is the CS Manager. Once again, is it something that cannot be disclose and how your customer continue to talk with him and even asking him to settle my case? Further, Mr. Ho lost his patience, to be honest, it have none since the beginning, and said if I have any concern or further comment, just send the email to Dyson HK again and he will reply me the same answer and reply by him again.
How embarrassing and arrogant as a Dyson customer service manager saying the above sentence and representing Dyson? I cannot continued to talk with this rude person anymore and I told him that I would like to ask for more senior management or headquarter to handle this case . However, again, he refuses to tell me who he is reporting to and stated that no matter how I do, he will be the only one replying me and nothing will be change.
I am extremely dissatisfied on your company policy and the whole repair handling process. To specific, the cs staff in Mongkok service centre and the cs manager, Mr. Ho. Their rude and arrogant attitude treating customer like nothing. Their amazing service provided lost all your brand image and trust. Since the first day, I received no service and not even called customer service or aftersales service. No staff in customer service have patience and empathy to try solving customer question and problem. What a joke! The entire repair process I only feel hopeless, no empathy, no respect and how arrogant Dyson is. If a customer service staff never stand in customer shoes, then how come they claimed they are customer service and how do I purchase Dyson again?
I already paid for the repair since I have urgent need of the vaccum clearner, I am not paying money for your service. The reason I paid is only due I do not want to leave the cleaner at your side until the issue is settle since I think no one will care my case anymore
Dyson is one of the most luxury brand in electrical appliances. Dyson invests lots of money in marketing and makes the brand a success. But aftersales service loses the customer in one day.
I hope you can help to get me justice and I'm looking forward to getting back from you.