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Jack
Dyson Community Manager
3 years ago

General discussion

Got a general query about your Dyson air treatment machine? Get an answer from the Community here.

  • 374 Posts
  • 891 Replies

Key reads to help you get started (3)

  • Understanding which Dyson Air Treatment machine I own

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  • How do air purifiers work?

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374 Posts
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Yanran LiNew Member
posted in General discussion
Poor quality and customer service

My name is Yanran Li, and I am writing to express my deep frustration and disappointment with the service I have received regarding my Dyson humidifier (J9P-CA-PGA3919A). I purchased this product three years ago, and it recently stopped working. About 3 months ago, the machine kept asking me to clean the filter although I've done it three times. After contacting your customer service team, I was advised to purchase new replacement parts, which I did on 11/29/2024. However, even with the new parts, the machine began making loud noises and shutting off automatically. I contacted your team again, and they instructed me to send the machine back for repairs. Here is where the problems escalated: 1. A return label was sent to me with an incorrect shopping address (Both addresses were my home address). 2. I was told that Purolator would come to pick up the machine and provide me with a box for shipping. This information turned out to be completely false. 3. I contacted customer service again

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rubbyhaulRookie Member
asked in General discussion
Dyson Air Purifier LCD Screen is Black Need Help

Hey everyone, Iam having an issue with my Dyson Air Purifier where the LCD screen has suddenly gone black. The device still seems to be running, and I can control it using the Dyson app, but there’s no display on the screen itself. I have tried unplugging and resetting the unit, but the screen remains unresponsive. The purifier was working fine before, and I’m not sure what caused this. Has anyone else experienced this issue? Any suggestions on how to fix it? Thanks in advance!

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vizNew Member
asked in General discussion
Dyson Hot + Cool

Hi, i recently purchased my hot+cool Dyson after using for a month I could see the thin silver layer everywhere in the living room. Anyone experienced the same? I am seeing this thin layer only after I started using Dyson any help is much appreciated.

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Sol521t3oNovice Member
asked in General discussion
my HP03 isn’t working properly

The normal function works fine but the heater doesn’t work and it has to be unplugged a significant amount of time and the time it takes to shut off is less than 10 minutes probably less than five also it randomly sets itself to 25° heating

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Jack
Dyson Community Manager
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lardnicusRookie Member
asked in General discussion
Black Nickel model no longer appearing in all

I recently bought a second hot cool fan in addition to my black nickel model, but since adding the new fan to the app, the black nickel fan no longer displays correctly, instead both fans show up white. Kinda strange! How do I fix this?

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April_New Member
posted in General discussion
Worst customer service

I purchased the air purifier 2 month ago and I received the wrong item (floor dok for vacuum machine). I contacted customer service and they said they will start investigate with GLS shipping company. I wanted to return the wrong item dyson sent to me, and I wanted cancel the order or refund but they said they can’t. They said I have to wait 30-60 days for investigate result. I’ve waited 2 month and when I contacted dyson again, they asked me to contact GLS to close the case so they can give the resolution. I contacted GLS and they said there is NONE open case or ongoing investigate under my ordered tracking number. GLS rep also wondered why I contacted them by myself for this issue because dyson should be the one who fix this problem. I contacted dyson again today and they said they will file this case and it will take 35 days to give me resolution…… I also have contacted dyson customer service via email several times, but they just gave me the same answers over and over that they are

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Jack
Dyson Community Manager
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nhungdvhNew Member
asked in General discussion
Warranty Support in Germany

We purchased a Dyson Purifier Humidify+Cool Formaldehyde™ Humidifier PH04 directly from the Dyson website on 17/06/2023. However, since the summer of 2024, an error symbol is frequently displayed and the device no longer runs properly. After some research on the Dyson support page, we found out that it was a “pump rotor error” and followed your instructions to fix it. It only worked temporarily for a short time and then the fault reappeared. Since mid-December 2024, we have made a support request via Whatsapp, but still have not received a response. After checking out this community forum with the same topic, I have tried to sent an email to help@dyson.de, but then receiving an automatic reply that the mailbox is not monitored and I will not get any reply from that. Since my German is not really good to communicate directly via phone call, is there anyway that can help me to get warranty support for my purchased product?

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Jack
Dyson Community Manager
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rschilkeRookie Member
asked in General discussion
Purifier Display - Exclamation Point

Looking for tech support for an HP-04 unit.Just purchased from someone who usedit a handful of times. It worked the first day andthen the dreaded 'exclamation point' displayed.Tried the remote power button while turning the uniton for 10 seconds and the night feature as well for 5 seconds.Still no good.

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Juanrlp94New Member
asked in General discussion
Digits not showing on display

I have an old hot+cool device and the digits do not appear on the display anymore. The pic I attached should read 74. I do not find a hatch for the sensor. I turned it off and on, cleaned it, nothing fixed it.

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Jack
Dyson Community Manager
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MckeelawNew Member
asked in General discussion
Why does my TP02 turn off when in auto mode?

I set my TP02 air purifier to auto at night and when I wake up, it’s off with just a green a showing and the network icon. What’s wrong?

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Jack
Dyson Community Manager
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shaeeelynnRookie Member
asked in General discussion
Dyson is missing but says delivered

I ordered my Dyson air wrap on Black Friday and still have not received it, UPS said it was delivered but I came home that night and it was not there. I have contacted Dyson nonstop and was told 4 different occasions that I would receive an email about a refund in 24-48 hours, this went on for weeks and a month later I contacted again and they said the same thing, finally I demanded to speak to a manager and they told me that I cannot have a refund because UPS delivered it. I’ve since moved and have no way to see if my package is still floating around or if it’s finally been delivered. This customer service has been SO poor and so unprofessional. Now I’m out $600, what do I do now??

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Jack
Dyson Community Manager
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MattSNew Member
posted in General discussion
Dyson Air Purifier filter warning won't stop showing

After you change your filters, you have to hold down the night mode button on the remote control for 5 seconds. The onboard screen will show a countdown. I don't know why this is not in their article. And I don't know why these brilliant Engineers can't answer a simple question. But if you have changed the filters on your air purifier and the filter warning on the onboard screen is still showing, click the Moon shaped icon button on your remote control and hold it for 5 seconds. It will fix the problem. This is the real answer.

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kevinbpark91New Member
asked in General discussion
Purifier Hot+Cool

Hello Dyson Commuunity, As I am planning to set a Hot+Cool Purifier on my computer desk beside the computer (left side), which one should I buy? Although I have a heater beside my chair, it will be awesome to buy one that can be both fan and heater. Is it safe to have a Hot+Cool purifier near me, tough, if I close door/window? I definitely need a fan as my room can be very hot when the sun is shining As it is challenging to filter purifier by myself I think, how long can we use until we have to filter it? Can we adjust the temperature of the purifier in celcius? Can purifiers be plugged in all tthe time while using it? Thanks, and God bless!!

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twotiredNew Member
asked in General discussion
AM09 Power Question

The remote wasn't working. Checked battery, which was low. Installed new battery. Nothing works. Power switch on heater does nothing, nor does the switch on the remote.

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lorisk528Rookie Member
asked in General discussion
Tank Undetected - Humidifier

I just put a new filter in my Dyson Purifier Humidifier and it was working fine for about 20 minutes, now I have a message tank undetected. The water tank is full and it is inserted properly but I can’t get it to work. This seems to be an ongoing problem and I have already had 1 machine replaced for this reason. Does anybody else have this problem and how is it resolved? Thanks in advance. lori (Edited by moderator – tags amended)

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FernandoNew Member
asked in General discussion
Citric Acid Kit

Hi Everyone, Dyson does not have the citric acid kit...my air purifier needs it really bad, Tried buying it over 3 months ago and still is not available. Any suggestions. Thank you!

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Nagchowdary28New Member
asked in General discussion
tripping

I recently bought hp7c air purifier +cool+ hot, with in span of 4 days it tripped twice, I moved from one location to another, not sure if something is wrong with device., I have 15v of power supply to that room. please advise to avoid this

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Df2024New Member
asked in General discussion
TP02 VS TP10

What’s the difference between the TP02 vs TP10? my TPO2 is not working and they are sending me a replacement but it’s less than what I paid for for mine so I’m curious to know they said this is the newer model the TP 10 Jen one but if you can tell me what is the biggest differences and I am not looking to downgrade

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SlammoNew Member
asked in General discussion
Unable to log on to the Dyson app for my Big & Quiet Air Purifier.

‘It’s not recognizing my password or the code. I tried resetting the password, no go. I called customer service twice, no help. The last rep even suggested I don’t have to use the app?!?! That’s part of the reason I made the purchase. I also searched the community postings. I have 3 Dyson other products, one that is almost 20 years old, they have been great. Any help would be appreciated!

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Jeff busseNew Member
asked in General discussion
HP01 Filter replacement error message

I have a grey Dyson HP01 with an filter replacement message showing. I’ve replaced the filter, and followed the filter replacement reset steps (hold power button for 6 seconds), though nothing works. I’ve tried everything but nothing works. From what I read online, this is a known issue with many HP01 units, where many have apparently had to send their unit into Dyson to be reset. How can I fix this issue? My very expensive Dyson is basically junk right now.

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Peh Kiat LongNew Member
asked in General discussion
Dyson Purifier Cool™ Formaldehyde air purifier TP09

Dyson Purifier Cool™ Formaldehyde air purifier TP09 dispel a very bad odour. How do I solve it?

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Jack
Dyson Community Manager
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fixitCrisNovice Member
asked in General discussion
PH04 Water Tank not recognized

Full or empty, the tank does not get recognized.

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Jack
Dyson Community Manager
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dinaformentiniNew Member
asked in General discussion
I Need Help

I ordered an air purifier for medical reasons. Dyson sent incorrect tracking information and the item never arrived. I found out they sent it with GLS who, after speaking with GLS, broke policy when they left the item at the front door. There was a signature required and no one signed. So the item was stolen, we assume, probably by the GLS driver who blatantly lied about the delivery time. Customer service is telling me they will file a claim with GLS and I will have to wait 30 days for a resolution. Meanwhile Dyson keeps my 500 bucks and I have no machine. I have never had a company hold onto my money like that without sending a replacement. The supervisor I asked to speak with told me there was nothing he could and hung up on me when I kept trying to ask questions. If someone from Dyson doesn’t contact me with a resolution fast they will never get my money again. I have spent 1000s of dollars on hair equipment, vacuums, and now an air purifier. This is the worst customer service I ha

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Jack
Dyson Community Manager
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ivanlee13New Member
asked in General discussion
Dyson BP03 Airflow Tilt Angle Direction

Hi all! Just got my BP03 today and loving it so far. I notice there’s tilt airflow angle setting to choose from between 50 degrees, 25 degrees, 0 degrees and I think a breeze function. Is there a best angle to choose to get the most ideal performance? For context, I have this in the kitchen/dining room area mainly to remove cooking odour in the corner of the room. Please let me know what setting/angle would work best for my use case, thanks!

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Jack
Dyson Community Manager
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WthcsNew Member
asked in General discussion
Frustrating Customer Service Experience (November 2024)

Hope you are doing well. I originally placed an order for a Dyson fan on November 9th. On November 12th I received notice that my order had been shipped, with the status on ups as “label created but ups is pending receipt of item”. That status of my order stayed like that for the next week until I received an email on November 20th that an order had been placed for the same item I had ordered on November 9th. There was no context provided to me on that order on the 20th and the email made it appear like I was being charged again. Throughout these 11 days I contacted customer service numerous times. The customer service support I received was horrendous. The following information was provided to me by multiple customer service representatives to explain why my order was still waiting to be received by ups: - “your order is in route to ups, ups is still waiting on it coming from us”. I have dealt with inventory/warehouse procedures in my past and understand how the item fulfillment and s

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Jack
Dyson Community Manager

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