Around last October we called Dyson because we were getting a fault message on our robot vacuum which indicated that we needed to contact them. Dyson arranged for the robot to be collected on 30 November, and since we didn’t hear anything from Dyson subsequent to the courier, DPD, picking up our robot, we called Dyson again in December. Essentially, we’ve been been exchanging emails / calls ever since. It appears that the robot was lost in transit and we’ve been without a vacuum for around 2 months. We’ve reached a point where this continues to go around in circles and we’re becoming increasingly frustrated.
We spoke to customer service and they can clearly see that on the DPD site track.dpd.co.uk it says “Your parcel is at our Peterborough Depot” - therefore it is with DPD. They’ve escalated this numerous times, but we didn’t get a call back.
This whole process was organised by Dyson through DPD, and Dyson has to take responsibility for the fact that we've returned our robot at Dyson’s request, and it's seemingly lost. Both the video we sent and DPD's tracker clearly show that they have the parcel, so it's unreasonable that Dyson keeps insisting that DPD never collected it. In the meantime, we've now been without the robot for almost two months.
This situation is getting more and more frustrating and repetitive. Various Dyson Support staff have already asked this same question, and we've sent a screenshot of the courier's own online tracker showing that they have the parcel. We've also sent the video footage of DPD collecting the parcel, timestamped to the same time as the DPD tracker. This video shows which DPD staff collected the robot vacuum and, had he not taken the package, we would have neither the video nor the digital tracking online. In addition, it is normal in the UK for a courier to track a parcel online, so there's no reason why we should have received a physical collection receipt. If Dyson needed one, they should have arranged it with their contractor, DPD.
This weekend we received a notification that “another owner has taken ownership” of the vacuum - and if there’s location tracking they’d be able to see where it is. Since the robot is apparently lost, Dyson should be providing us with a replacement. Incredibly, Dyson only became aware of this issue with their own contractor because we notified them.
I’m hoping that we can escalate this and bring this to resolution.
