Dyson Pure Cool™ desk White/Silver DP-04 999 error

Subject: Complaint Regarding Dyson Pure Cool™ DP-04 and Customer Support Experience

Dear Jannet,

I hope this message finds you well. I am writing to formally address an ongoing issue with the Dyson Pure Cool™ DP-04 (White/Silver), which has been deeply frustrating and disappointing.

Firstly, I would like to highlight that the "999" air quality reading issue with this model is not an isolated problem. Despite my thorough efforts—including cleaning the machine, the filter sensor, and unplugging it both from the mains and the unit—the error persists.

When I reached out to your support team for assistance, my experience was far below the standard I expected from Dyson. The advisor I spoke with was unhelpful and insisted on accessing my phone’s camera to view the display. I found this request intrusive and unnecessary, as I had already explained the situation clearly. There is no justification for requesting access to my personal device under these circumstances.

As a loyal Dyson customer of over 20 years, I have always appreciated your innovative products and services. This is the first time I have felt compelled to complain. Unfortunately, this experience has left me disheartened. The service and support team I interacted with did not demonstrate the quality or professionalism I have come to associate with the Dyson brand.

I have invested significant money into your products over the years, including ongoing maintenance for the air purifier. However, after yesterday’s experience, I feel compelled to reconsider my relationship with Dyson. I will no longer be purchasing Dyson products or recommending the brand to others, as I have done so frequently in the past.

Additionally, I find it concerning that there is no readily available email address for submitting complaints or escalating issues to higher management, including the CEO. As such, I am left with no option but to express my frustration via this message.

I urge Dyson to address this systemic issue with the "999" air quality reading and improve the quality of customer support services. Loyal customers like myself deserve better, and I hope my feedback will encourage Dyson to reassess and improve its practices.

Kind regards, Juliet

Hi ​@JulesJ,

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.

I wish to raise a high-level complaint. Please advise me on the official steps to take. Contacting yourselves is proving fruitless.  Dyson, take note.  Thank you

Hi ​@JulesJ,

I apologise for the inconvenience. To assist you better, kindly share the requested details via DM so we can work on resolving the issue promptly.

I’ll look forward to hearing from you.