I wanted to reach out to express my concern about the recent customer service experience I had with Dyson. Earlier this week, I called customer service because my Dyson Corral straightener, which I purchased in 2020, stopped working. Since I was offered a 20% discount, I decided to purchase directly from Dyson Canada rather than waiting two weeks for the same discount at Sephora. My order was processed quickly, and I received the new AirStrait product within just two days.
Excited to try my new purchase, I attempted to use the AirStrait product two days after receiving it, but only for about 30 seconds. Unfortunately, when I tried to use it again later that day, the screen kept instructing me to "reset," but the reset function was not working. I called customer service again, and after 40 minutes on the phone, I was given the following options:
1. Return the product and receive a new one in 15 days.
2. Return the product, get a refund (which would likely take 30 days), and then buy a new product.
3. Return the product, get a refund, and purchase a new one right away, costing me another $700.
Additionally, I was informed that the problem was likely due to voltage differences between Canada and the US, which is not accurate. Frustrated, I had to cut off the call and said I would call back today (Friday, March 14th). When I called back, I requested to speak to a supervisor immediately, as all my notes were on file. However, the customer service representative insisted that I follow the process and provide all the information again, or else I would need to call back. After 20 minutes, I was told a supervisor would call me within 5-10 minutes.
Another 40 minutes on the phone with the supervisor yielded no further compensation for the situation, aside from the original 20% discount offered for being a repeat Dyson customer. The only change to the first option was that it would now take 10 days. So, Dyson Canada, you have close to $700 of my money, and I have nothing for 15-20 days. This experience has left me questioning why I would ever buy directly from Dyson again when I could have purchased the product elsewhere and received better customer service.
Given the circumstances, I believe I should be offered an additional discount for the following reasons:
- Inaccurate customer service information.
- Wasting over two hours of my time.
- Having my money for 15-20 days without any product.
- A $700 machine not being appropriately tested, resulting in it working for only 30 seconds one time.
I will also be repeating these concerns in a letter to the CEO of Dyson Canada.
