Hello @the_cable_guy 

Thank you for sharing your recent experience here; despite it sounding very frustrating. Just a quick point to begin, I can confirm that we (Dyson agents), be it chat, WhatsApp, phone, etc, should not ever release personal identifying information, such as an address. We do ask for those to be verified by a customer, so giving you an address that was on file is not something that should occur. Hearing that is a bit concerning.

Having said that, it sounds like we may have arranged a product exchange, due to a needed part being out of stock. In that instance, we would need to have your defective unit sent in to us, and the contents of the package verified from our receiving department, before we would be able to ship a replacement. This is our standard exchange procedure, and is in place in such a manner to help protect against any type of fraudulent activity. We’re sorry to hear that this seems to have not been explained to you, when it was arranged in the system. 

It’s disappointing for us to know that we have let you down on this occasion. Here at Dyson, we take pride in our Customer Service, and I am very sorry to know that we didn’t live up to our normal high standard. We do our very best to provide first class service to all our customers, and it’s concerning to hear the feedback you have shared here. 

It sounds like you have taken matters into your own hands, and returned/exchanged your unit at the retailer where it was purchased. I truly cannot apologize enough, that you had to take the time to resolve this on your own. Again, not at all what we’d expect for you as a valued Dyson customer.  I will make sure that your feedback is shared with the relevant departments here. If you still need assistance, please don’t hesitate to get back in touch with your local team.

Best wishes,

Kelly,

Thank you for your reply and for escalating my atrocious experience to management.  It was a very fundamental customer support failure.  I am not sure why you guys did not send me an email to verify the address that was entered (i would have easily discovered that you entered it incorrectly) and that you were waiting for me to return the defective unit.  Most other manufacturers, would have given me the option of shipping an advanced replacement unit and charging my credit card if the original unit was not received after a reasonable period of time.  I was also told a manager would call me within two hours and of course that never happened.  I really expected more from a company that I thought prides itself with “superior” and innovative products.

Mike