his was by far the worst customer service experience I ever had. I had been having ongoing issues with my airwrap that was gifted to me last year. The device itself will not properly hold any attachment to the point where I can no longer even use the round brush attachments because it falls out the second I put it in my hair.
Originally an agent I spoke with told me she could not help me unless I had the purchase date in order to register the device. I was able to get the purchase date for the device from the person who gifted me the item and registered the device. I went to speak with support again and proceeded to have an incredibly frustrating conversation that lasted over 2 hours with Aman A I was told that is insufficient and I need a receipt. This gift is from last January, purchased in a different state to where I live and the person who gifted it to me no longer has the receipt. I live hours away from a Dyson service centre so coming in person is not an option. After over 30 minutes waiting to be connected to a manager, with minimal responses and communication from Aman A, I was never connected to the manager and finally told they had discussed and were able to offer me an exchange, but said that they won’t send me a new device for 18 business days after I send in the old device in, and that device can take up to 18 business days to come which means I will be left without any device for over a month. I was also never provided with a manager’s name as apparently this is against company policy.
The customer service rep then sent the email for return confirmation and labels to a completely different email address after I gave him my address that was registered to the account multiple times. I was also never provided with documentation to confirm the exchange as this was “internal” which seemed incredibly worrisome after the whole experience I received. Currently hoping they will actually send me a new device which judging by others posts seems unlikely, leaving me feeling very scammed.
Over the two calls I spent more than 4 hours (3 on the second call) speaking with agents who repeatedly asked for information I already provided, and failed to answer many of my questions. I provided the serial number, purchase date and the device was registered online and still had this experience. I do not understand how this could be considered insufficient, or understand how a company that prides itself on the quality of their products responds this way when there is an issue. I am so aghast at how horrific this entire experience has been and truly cannot be more displeased with Dyson, their products and their service.
