I own 2 Dyson products and have been a loyal Dyson fan for the last 8years. My experience with trying to get a replacement for my Dyson supersonic has been extremely frustrating:
- 8th April - called Dyson customer service, spoke to a lady who took me through checks and then advised she is sending out a replacement for my Dyson Supersonic. very pleasant and helpful
- 19th April - call back to customer services as the hairdryer has not turned up, am advise that as the colour of the replacement was not in stock, so the order was cancelled (no one sent a message). I state that I don’t mind what colour hairdryer I get I just need a replacement as I would like to wash my hair. The customer service lady goes away and checks stock, advises me that they have stock and she will send out again. Very Pleasant and helpful
- 24th April 8;30am - call customer services, who looks at the notes and advises that the colour that I want is not in stock, I state that the colour doesn’t matter and she starts saying she will send one out, by this point I'm a little frustrated and advise her that I would like the issue escalated, its not the fact that it is not in stock but the no communication and I do not want the same thing to happen. The lady goes away to try and escalate to the escalation team, but comes back to advise that there would be at a minimum 45 mins wait, I could have someone call me back. I agree to a call back and she sends an email with an escalation case number and advising it would be 3-4hrs when someone will come back.
- 24th April 16:33 - nobody has called back, I call again and the customer service person asks for the case number, I give the escalation number and he reads the notes and says he will go and see if he can get someone from the escalation team. He comes back and advises nobody is around, at every point he is calling me sir, I advise him I am not a sir. He then starts to say he can send 1 out and I stop him and say I'm sorry but this has been escalated and I would like to speak to someone as its about the communication, at this point I ask his name and how to spell it, as he has been quite rude I feel. He states that he does not have to spell his name (Emer) as he gave me it at the beginning and the call is recorded, I ask him again if he could spell it and he refuses, he also states that I have not escalated the case so he should be able to send something out, I say but I have an email giving me an escalation case number and I would like someone to come back to me. He then states that an escalation takes 24-72hrs, I advise him that I have an email stating otherwise, then I ask for an email address which he gives me ownersupport@dyson.co.uk I then finish the call.
At this point I still do not know when I will get a replacement and am frustrated and annoyed at the lack of communication and the attitude of the last customer service agent, somebody needs to listen to the tape and give some training. I cannot believe there is not formal complaint avenue for a product.
