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 3 different ways, and excessive hold times. I suspect it’s a 3d party that charges Dyson by the minute, so they have incentive to keep us on hold.

It also appears that there’s little consistency in their processes - I can’t help but suspect that there’s something really wrong going on, and these agents are left to make up excuses and promises for why we’re not getting our exchanges.

The consistent inability to escalate the issue is also a cause for concern.

What should I do differently to get them to simply do what they say they will do?