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Unanswered questions

1019 Posts
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AlexPNew Member
asked in General discussion
Dyson hand held V7

Replaced battery only last year.  Now finding despite charging, the machine only lasts seconds before running out of charge ?!?Can’t be the battery so soon - what can I try ?!?

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1 month ago
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JohnRRookie Member
asked in General discussion
What am I doing wrong with Customer Support?

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

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J
1 month ago
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lacusilyRookie Member
asked in Ask the Community
After three months, card got charged but received neither Dyson nor refund?

On July 20th I placed a Dyson hairdryer via phone, and an employee named John from Dyson placed the order and sent me an order payment link. I clicked and paid but I didn’t receive a payment confirmation email from Dyson. John left me a voicemail saying that the order might take longer to process. I waited till the next day but I still did not get the confirmation, but my card was still charged.I called back to Dyson and the representative said he can get me a refund and I can place another order for my hairdryer so I did. The other order was processed smoothly, but I never received my refund for the first apple card transaction, even after the 10 business days processing time the representative proclaimed. Now it has been 3 months and I am deeply disappointed by Dyson for making a simple order process so unnecessarily complicated and frustrating. Despite multiple attempts to resolve this issue, Dyson has not provided the level of service I expected from a high-end brand, leaving me wi

222
Jack
Dyson Community Manager
1 month ago
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hsirvinRookie Member
asked in General discussion
How do I get help processing my refund?

I purchased a Dyson airwrap and financed via Affirm. I’ve contacted customer service no less than 3 times by phone and as many times via the chat function as well as by email.  I returned my product within 2 days of receiving it...completely unopened as I had an emergency expense come up and realized this was not something I could treat myself to at this time. I’ve confirmed you have my product. First I’m told that refunds will be processed within 10-14 days and then one to two billing cycles. The service representatives don’t understand that they need to process the return in order for me to stop seeing charges within one to two billing cycles. Because two billing cycles is 60 days...not 10- 14 as your policy suggests!  As far as I’m concerned you are being fraudulent and misleading your customers. Not to mention the absolute horrific customer service I’ve received from the most rude group of people ever!  They all claim they are in the US but I’ve not spoken to one person that doesn’

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1 month ago
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Bronze Level Contributor
moalksBronze Level Contributor
asked in General discussion
Whistling noise on newer units?

Hey, My purifier + humidifier was working well until the pump broke. It worked fine until that point. Fast forward, I have received two replacements since I sent back the original unit and the new ones have an awful whistling noise to them, even on the lowest speed settings, this thing is *loud* and very annoying.I was wondering, is this normal? Dyson support wants me to send the brand new unit to repair instead of replacement and It wouldn’t surprise me if they closed the case as a non-issue, which would be awkward because my old unit didn’t have this problem 🤐

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M
Bronze Level Contributor
1 month ago
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myhk2000New Member
asked in Maintaining your Dyson air treatment machine
HP09 Formaldehyde and catalytic filter

Hi all, I have HP09 about 2 years now - Catalytic Filter smell has gone too bad so I had to remove to use it.I cannot purchase this again as I cannot see this.It this filter washable? Would it kill the function of the filter if I wash ?I contact Dyson customer centre but it seems they have no knowledge of  this.Thank you in advance. 

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Bronze Level Contributor
1 month ago
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PetertruNew Member
asked in General discussion
Whats going on with my Exchange?

I have been having non-stop trouble with my exchange. This process started on September 11 when a part of my cordless vacuum broke. When I contacted Dyson they said the part was out of stock and since the unit was under warranty they offered to exchange it. They said the process would take 15 business days to complete  We received the shipping label and sent it in the 20th of September and heard nothing back from Dyson for weeks even after we verified that it was received at their warehouse though UPS. We contacted Dyson customer support a week and they told us to wait a week to process the unit.We contacted Dyson again on October 14th and the rep stated our package has left the warehouse and we would receive a shipping label in the next few days.  We waited another week and called again on October 21st. This time the rep said the package just arrived to the warehouse and that it would take 15 more days until we receive it. After letting him know that the previous rep said it had alrea

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1 month ago
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BarbNew Member
asked in Ask the Community
Replacement machine

How long does it take to receive my promised replacement vacuum? It’s been over one month. My emails are not being answered but were previously when I was going through the replacement process, shipping it back, etc. I know my vacuum was received at the warehouse per the tracking #. Any advice is helpful. thanks

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Jack
Dyson Community Manager
1 month ago
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AirwrappedafroNew Member
asked in General discussion
customer service issue - airwrap i.d. vs airwrap

I bought my first ever Dyson hair product at the end of June this year. I was quite disappointed to learn that within few weeks of this purchase, Dyson released the newer technology of the air wrap i.d. which has new attachments as well. my frustration is that this was not mentioned to me at the point of purchase - if I had known that a new technology was literally weeks away, I would have waited to buy this instead. I reached out to the customer service team to ask about opportunities to exchange, and to raise a complaint and was told I’d be contacted within 72 hours. I haven’t heard back from anyone and just feel like as a new customer this experience has really put me off.  I also feel like the tools aren’t working so well on my hair which is Afro textured. I was reassured by the sales assistant that this would work but I am regretting putting my faith in Dyson to protect and elevate my hair now.  its a lot of money to spend - I just wish I was treated with care and understanding -

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Jack
Dyson Community Manager
1 month ago
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ZahraNew Member
asked in General discussion
How can I get help with my refurbished complete multistyler airwrap?

Hi. I had purchased a refurbished multi styler air wrap complete last month and in a month it stopped working did all the troubleshooting steps but nothing worked. I got the limited edition ceramic pink since it was only available in refurbished and I made the biggest mistake. Since past 7-10 days I’m back and forth with Dyson via live chat, email and calls but there customer service is horrible. I am willing to pay the difference and want to get a new one since I don’t want the same problem again with the refurbished. But I don’t know what customer service they have which does not allow them do this. The problem came from there end and they should help the customer is the best possible way. Never buy a refurbished product from Dyson USA. [Moderation edit - title updated]

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Jack
Dyson Community Manager
1 month ago
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stingleoNew Member
asked in General discussion
Button Depressed

Why is my button permanently depressed? One day, I looked at it was. I am not aware of anything that impacted the vacuum. I typically control it from the app, but on occasion will press the button. I am not able to ‘wriggle’ the button free. Interestingly, the button still works, as far as starting the vacuum. Though, there’s no tactile feedback to know that I have pressed the button. The light will spin and then vacuuming will commence. I can still manage everything from the app. It is displeasing to look at and knowing that something is off. Any way to restore the button to its intended design?

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Jack
Dyson Community Manager
1 month ago
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SEJNew Member
asked in General discussion
Has anyone else had a delivery problem and been told I need to wait while Dyson and Australia Post sort it out (up to another 30 days)??

I purchased by Dyson G1 and could track the delivery until I was told to contact Australia Post who then told me to contact Dyson.  Now 3 weeks later and Dyson have informed me that the package is now empty when it got to one of the post transit centres and it t will take up to 30 days to work out what has happened to it.  I have been in touch with customer service and keep getting a template email back thanking me for my patience.  Meanwhile I have paid for something that hasn't been delivered - wouldn't you think Dyson would send a replacement now?  Interested in anyone else's experience. 

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Jack
Dyson Community Manager
1 month ago
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HeeyeonNew Member
asked in General discussion
Can I buy a main body for Dyson Airwrap Complete?

I purchased a Dyson Airwrap Complete in January 2022, and I would like to know if it is possible to buy just the main body unit separately.

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Jack
Dyson Community Manager
1 month ago
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m.j.hollandNew Member
asked in General discussion
Unfortunately you have to give at least one star...

Unfortunately, you have to click on at least one star...My current CS experience with Dyson is deserving of much less. After purchasing the new £600 G1 direct from Dyson as advertised to do for 'the best support and service' I am still waiting on a resolution to my issue. The mop itself is ok. Not great, just ok, but I did decided to keep it nonetheless. Wait to purchase it until they start discounting the price as it isn't worth the full one. After just three uses, a jammed roller sensor fault occurred and the machine stopped working. I went through the trouble shooting steps and after being unable to resolve the issue, contacted Customer Service. Here I note that the name of this department is perhaps misleading. The department of ‘I can’t help you so someone will call you back’ would be a more apt title for those answering the call. Call Number 1Actually my first contact regarding the fault didn’t go too badly. It was ascertained that a replacement machine was the best cause of acti

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Jack
Dyson Community Manager
1 month ago
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KnpNew Member
asked in General discussion
Unresolved Issue with My Machine. dont received answer from customer serive

I contacted Dyson Customer Services and went through troubleshooting. I was informed that my machine was not in stock and that I needed to wait until it became available or find a color I liked. I found a color I liked and called Dyson, at which point I was told my inquiry would be escalated to a higher department and that I would receive a call within 24-48 hours. However, I have yet to receive any communication—no missed calls or emails. I’ve been trying to resolve this issue with my machine for over four months, and I’m not receiving the help I need. 

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K
1 month ago
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Ilia DoichevNew Member
asked in General discussion
Dyson App in countries where Dyson is sold

I want to ask, when I will be able to install your application for controlling your smart devices in Bulgaria?

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1 month ago
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stockport1965New Member
asked in General discussion
Loud whirring noise after shutting off Animal Ball

Could this be the filter in the ball?

150
S
1 month ago
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fifisutantoNew Member
asked in Ask the Community
Concerned the Airwrap I purchased off a 3rd Party Reseller is Counterfeit

I purchased a Dyson off of a third party reseller, and am concerned of its authenticity. Pictures below, could I get help from someone who have better knowledge in what a counterfeit looks like to determine whether what I purchased is a fake? 

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1 month ago
Natmor1
Natmor1New Member
asked in General discussion
New AirWrap id turning off with smoothing brush

My Dyson is leas than two weeks old and Any time I use the soft smoothing brush, it turns off after a few minutes and the light flashes white. My gut tells me the design of the brush is faulty and the air doesn’t come out properly therefore the dryer protects itself. Anyone else has this problem?

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Natmor1
1 month ago
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HECIIIRookie Member
asked in General discussion
Vacuum cleaner has no suction powere

I bought my Dyson from outside the Philippines.  The Philippine Service Center of Dyson does not want to accept for repair my vacuum cleaner.  They said they will only accept Dyson product that was bought in the Philippines, even if they recognize that the serial number in my unit is legitimately Dyson. Why is your customer service policy as such? I will never purchase a single Dyson product in my lifetime and will tell all my friends of my experience.  Where do I go now to have my unit repaired?

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1 month ago
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Robert AshtonNew Member
asked in Ask the Community
am i going to get my refund ive been waiting twelve weeks

How do I get a refund have been on the phone countless times and waited for twelve weeks the refund has been escalated four times and I still don't have My refund even though I have a refund complete which I received 14 days ago now 

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R
1 month ago
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GhaidajkNew Member
asked in General discussion
DYSON AIRSTRAIT CERAMIC PINK TOTALLY DIED

Ordered for two times Dyson Airstrait from Dyson Korea. First purchased at Mid August and second at 7th September this year. I don’t have any problems with my first order, but the second has disappointed and totally died for the first used it. Because i work abroad, i bring them and use on the country with same voltage. Sadly, the 2nd dyson airstrait cannot operate and died. Dyson Korea suggest me to bring the items to Dyson Indonesia, which is country i stay time right now, to check what kind of problems. After that, Dyson Indonesia gave up on this because they don’t have the repair tools and worried if the korea warranty is void. So i contacted Dyson Korea and they said i should bring the airstrait to Korea. The problem is, Dyson Korea claimed this caused by voltage problems, but between country have same voltage. Off course i should take extra for the cost & fees because Dyson Korea said the warranty excepted and it can’t covered to repair my dyson airstrait. So, what function o

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1 month ago
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rjessica102New Member
asked in Ask the Community
dyson airwrap replacement

I was having issues with my Dyson air wrap and called the customer service line. I was told I had warranty given a return label and told to return, once they receive it I will be sent a new one. I have called 3 times to check the status. The first time I was told they received the one I sent and it would be “escalated “ so I can get my new one even received a email confirming I should get a status update soon. After a few weeks I called again and was told it was again escalated and I will be receiving a UPS tracking label regarding the replacement within 24hrs. It’s been days now and called and was told that the reps never escalated it and nothing was done. I asked to speak with a supervisor and was told no one was available but that he for sure escalated it. I asked the rep how he could confirm this time it was escalated and he said to hold only to hang up on me. It’s been over a month and the lack of support from customer service is infuriating!! These products aren’t cheap, you’d th

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1 month ago
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ss888New Member
asked in General discussion
ANYONE FROM DYSON SUPPORT ABLE TO ASSIST WITH MY REFUND? IT WAS RETURNED IN JULY AND NOW IT'S OCTOBER

I purchased the hair dryer back in May 2024. I decided to return the item as I wasn’t happy with the product. I returned the item in July 2024. Since then, it’s been a nightmare dealing with Dyson!I’ve called Dyson over 30 times and have so many case numbers only to be told the refund department hasn’t replied back yet on the refund status yet.The product was delivered at the Purolator facility on July 12, 2024. Ever since then I have had such a run around with supervisors at Dyson telling me they’ll have to wait 24-48hrs for a response from the refund dept. It is now Oct 15, 2024. No one has called or replied back to me via phone call or email. I am constantly chasing after Dyson call center for a resolution without any luckI am so exhausted and unhappy with the quality of service I have experienced with Dyson. My house is full of Dyson eqiupment and unfortunately I will never be shopping for Dyson products again. Good luck getting your money if you’ve returned your product. I am givi

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1 month ago
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sanamabbasNew Member
asked in Maintaining your Dyson hair care machine
warranty exchange Air Wrap

I hope this message finds you well. I am writing to formally express my concerns regarding the warranty replacement policy for my Dyson Airwrap, which I believe has not been honored according to the information provided on your website. According to Dyson's website, there is a two-year warranty policy that allows for a replacement of the product if any issues arise. However, when I contacted customer service, I was informed that since I only have one month left on my warranty, I would only be eligible for a refurbished replacement. This was surprising to me, as it is not specified on your website that a refurbished item would be the only option for customers with limited warranty time remaining. During my conversation with customer service agents, they acknowledged that this policy is not mentioned on your website and indicated that they plan to update it. I made it clear that even if they do update the policy, it should only apply to new customers who purchase the item after the updat

550
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1 month ago
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