Dear Dyson Customer Service,
I am writing to express my deep dissatisfaction with the lack of response and action regarding multiple inquiries I have raised over the phone.
On 2nd August 2024, I contacted your customer service team to discuss that I received the new battery and new brush head for my existing Dyson V15 Detect Absolute but still the suction power was not there. I spoke with Angelo, and he assured me that Dyson will be replaced as I am still having difficulties, but I must wait for the email and then contact Dyson to arrange for delivery. Please note the machine is still under warranty until 09/03/2025. The call reference was 40436507.
As no email was received, I called Dyson again, and the call was taken by Jorge [call reference: 40554962]. I explained the wand is wobbly, the illuminated cleaner head does not work, and the Digital Motorbar Cleaner head had faulty suction. I was told in a rude manner that I was not going to get a replacement. Due to lack of support, I ended up purchasing a new Dyson vacuum on 12/08/2024 as the issue was taking too long to be resolved.
On 20th August 2024, I spoke to Dyson again. The agent I spoke with was Hector that the Dyson V15 Detect Absolute could go back to Dyson for servicing and I explained to him the same issue as I had flagged on my call on 2nd August 2024. I received confirmation to send back the Digital Motorbar Cleaner head, but no confirmation came that I will be receiving the illuminated cleaner head and new Digital Motorbar Cleaner head to replace the defective one. During the call I received the emails regarding return and service on 30th August, but not the replacement parts. I asked on the call when I would get the emails regarding the new parts and was told it would come within the next few minutes.
During the calls on 2nd August and 20th August, I was assured that my concerns would be addressed promptly. However, despite these assurances, I have not received any follow-up or resolution to my issue.
This lack of response is not what I expected from a brand known for its quality and customer service. I am very disappointed and frustrated that my concerns have been ignored, causing me significant inconvenience. I bought the Dyson V15 Detect Absolute for £629.99 and for such price it is expected issues are promptly resolved especially when the item is still under warranty. The lack of support has also left me having to spend additional funds.
I kindly request that you escalate this matter and ensure that appropriate action is taken immediately. Please provide a timeline for when I can expect a resolution.
I look forward to your prompt response
