I'm at my wit's end with Dyson's warranty service and hoping the community can offer advice or escalation suggestions.
Timeline of events:
- Purchased a V11 Torque Drive+ in 2021
- Device stopped powering on in November 2024 (display works, but no power)
- Went through two video consultations, received a replacement body that also didn't work
- Third video consultation resulted in agreement for complete unit replacement
- Shipped entire unit back as requested (delivered to Dyson warehouse on December 24, 2024)
- After no communication for a month, I contacted support
- Support claimed they only received the body, not the complete unit
- Was told it would take 24-72 hours to verify the return contents
- It's now February, and still no resolution or meaningful updates
I have tracking confirmation showing delivery to their warehouse. I've sent multiple follow-up emails. Each time I contact support, I either get generic responses asking for information they already have or promises of "investigation" with no results.
The most frustrating parts:
- Zero proactive communication from Dyson
- No acknowledgment of receiving my return
- No updates on the replacement status
- Support keeps asking for basic information already in their system
- Getting promotional materials about owner rewards instead of addressing the issue
Has anyone else experienced similar issues? Any suggestions on how to get this resolved? The vacuum is still under warranty, and I'm stuck without a working unit for over two months now.
Case number on file, tracking number for return available, all documentation preserved.
