Unfortunately, I think not. For a company that positions itself as an iconic brand offering quality products they fail miserably at customer service. Even though when going through there phone menu, they proclaim ‘ please hold for iconic service’. like many companies, it seems like they have outsourced their customer service & these reps have no way no go off script or allowed some sort of critical thinking. My story. I purchased a V11 Extra directly from Dyson in Oct. The main body failed & would not power on in end of Feb/beginning of March. Called Dyson & got a new main body for replacement.
Here’s where the fun starts. Got the hunt 5 days…acceptable. However, my original battery would fit/latch into the replacement unit. How so? Well, come to find out my main body unit was an SV28 & the replacement was an SV15. They use different batteries. Also, by the looks of the display on the SV15, it looks to be an older model than they one I purchased. Dyson trying to replace with an older model? Maybe. Nobody at Dyson customer service is going on record to confirm either way.
I call in a 2nd time to customer service still trying to get this resolved. They offer to replace my entire unit with a new one with one catch. I will need to send it back 1st & when they receive it they will send me a new one. They will even supply the UPS shipping labels & a box I can pick as well. My Question - how long will this take? Answer - minimum 18 days.
I asked to speak to a supervisor. I was told the supervisor refused to get on a call & there was nothing additional they could do. This was told to me many times. How can a surprise to speak to a customer with an ongoing customer services issue? This is UNACCEPTABLE & shows that Dyson doesn’t really care about their customers.
Finally, I’m beaten down & concede to sending my unit back. They send me all the UPS return info. Next morning I get an email confirmation that another main body has shipped out to me. So I decide not to go ahead with the return thinking they found the correct main body & shipped it to me.
Well, upon receipt you guessed it, not the correct main body. It has the updated display but my original battery still does not fit. You think they would send a battery with the main body. No, that involves some independent thinking & I don’t think the customer service reps are allowed that.
So, I place another call into customer service. I’m now 4+ hours invested on what should have been a very simple task. After running through the issues I ask can they just send me about battery that will fit the 2 main bodies they already sent. The answer is yes. I then ask can I get it shipped overnight or at least 2nd day service due to all the trouble that I have experienced. Answer is no. Can I talk to a supervisor? No.
So, I’m still waiting to receive a battery so after a month of non-use I can have a V11 that works.
Why am I taking the time to right this? Because I expect more from a high-end & iconic brand like Dyson. This has been a horrible customer experience. If Dyson truly care about their customers & if they stand behind their brand, they should go out of their way to take care of situations like this. I had no problems with the reps I talked to. They were reading off scripts & following their training. I have an issue with when a customer was multiple problems I expect a supervisor to get on the call when requested, understand the situation & provide a solution to get this fixed.
Based on what had transpired they could have turned this completely around by simply saying we will get that battery to you shipped overnight. Sorry for all the inconvenience. But, they chose not to & I will never purchase another Dyson product again nor will I recommend a Dyson product if asked.
Could have had a customer for life.
