Posted to Reddit /dyson:
So I’ve had a v15 for over 2 years now… right from day 1 the digital screen on the back didn’t show me how much dirt it collected… it’s a bit of a gimmick but the machine worked otherwise. I called customer service and they told me they didn’t have any main bodies in stock but I could send my machine in and they’d send me a replacement. I declined as I didn’t spend that much money on a vacuum to not have a vacuum.
I called numerous times over the months and years and not once did they have a replacement body in stock to send me. Fast forward to the end of my warranty where I had no other choice but to mail them my machine to get a replacement refurbished one.
I sent it to them on January 6. I called them 2 weeks later to check the status, customer service had no idea what I was talking about. After raising a stink it later comes out they have no replacements in stock.
At this point I’m pissed off as this was exactly what I didn’t want to have happen. I had already spent hours on the phone with their pathetic excuse for an offshore call centre.
Since then I’ve spoken to at least a dozen reps, all of them completely unhelpful, always passing the buck and telling me to call in 72 hours later.
On Friday Feb 7 I finally spoke to someone that said they’d send me a brand new machine as I’ve already been waiting too long… I confirmed that I wouldn’t have to call in again and I’d receive a shipping confirmation within a day. Well obviously that didn’t happen. Today, Feb 12 I called in again, this time angry and asked to speak to a manager (full Karen, yes).
I spoke with Ricardo, apparently the highest level of manager you can speak with. He was literally the least helpful rep of all. Saying that after all these calls that I needed to give him my tracking number which was no longer available to me as the link from Dyson expired… And apparently they have no way to look up their own tracking numbers… Poor business practice or just incompetent behavior? Well he blames me for the machine being lost and says it’s my fault and he can’t do anything without a tracking number.
So I called Purolator, I get the tracking number and a bunch of other shipping info (from a very helpful Canadian rep). I called Dyson back right away with the info, and that Purolator confirmed the package was received on January 9, gave them the name of the person who signed for it and that it was GPS tracked right to the door of the building which you can see is owned by Dyson on Google maps.
Well now I’m told that’s not enough, and I need to wait possibly weeks longer while a “special team” figures out what to do next. I asked Ian to elaborate further, yet he has no other details, and set no expectations of when I can receive a machine back.
After a quick browse on here it seems normal they lose shipments. I didn’t pay $1000 for a vacuum cleaner to be without one for two months. So now I’m at a loss on what to do next.
I’ve already ordered a new one which I plan to return every 30 days until I finally receive my machine back, but that’s an unnecessary hoop for me to jump through, and this whole experience has left me with a l sour taste in my mouth.
That’s the last Dyson I buy, unless it’s from Costco where I’ll return it if there’s any issue and Dyson can deal with it without me having to contact their “customer service”.
Sorry for the rant, but maybe, just maybe, a non-offshore rep that cares about Dyson’s reputation might read this and offer some assistance, but I’ve had 0 so far from any available channels.
