How to complain to dyson as phone people useless and i had enough
I am writing to make a formal complaint regarding a Dyson vacuum cleaner Dyson Big Ball Animal 2 vacuum serial [Moderation edit - personal information removed] I purchased during the pandemic. From day one, the machine has failed to function properly, and despite repeated efforts to resolve the issue, I have been met with inadequate support, delays, and circular conversations between Dyson and your courier service.
When I initially reported the problem, Currys refused to replace the faulty machine and directed me to contact Dyson. Your team informed me that the Pneumatic musclehead floor too brush was out of stock and asked me to perform a number of diagnostic tests, which I did. Unfortunately, soon after, I became seriously unwell with sepsis and ongoing cancer-related complications, making this entire experience even more distressing.
Despite contacting Dyson multiple times, I was told there was no record of my interactions apart from two calls. On each occasion, I was asked to repeat the same troubleshooting steps—even though I had already done them, repeatedly, and exactly as outlined on your website. As a customer with a PhD in Computer Science and Cyber Security, and having worked in customer service myself, I understand the importance of processes. However, this has gone far beyond standard procedure—it's a complete breakdown in service.
At one point, I was told the issue was with my machine. To eliminate doubt, I borrowed the same model brush from a neighbor. Their brush worked perfectly on both machines, confirming the problem lies with the brush that came with my device. Yet even after explaining this clearly, I was still told the fault was with my machine.
Your team arranged for DPD to collect the brush, and I made arrangements accordingly. I use DPD regularly and am familiar with how they operate. I received no collection notice, no text, and no attempt at pickup. I have a video doorbell which shows no visit took place. I then contacted DPD, only to be told to contact Dyson—again falling into an exhausting loop.
This experience has been made even worse by the fact that I’ve been a loyal Dyson customer for over 20 years. I’ve owned the DC05 for 15 years with only one issue, and the DC19 which I still have, despite some problems. Even then, support was disappointing, especially when your team initially refused to replace a faulty brush that clearly came with the machine.
Your customer service in this instance has failed me completely. I have now had to purchase another vacuum cleaner—nota Dyson—because I simply could not rely on your product or your support any longer. I feel let down and deeply frustrated. This isn’t just about inconvenience—it’s about health and hygiene. I need a vacuum cleaner that works. You sold me a machine that hasn’t functioned since purchase, and it is your responsibility to make that right.
Either replace the faulty vacuum cleaner immediately or issue me a full refund. I’ve made every effort to resolve this quietly and respectfully. Many others in today’s generation would have gone straight to social media to air their complaints publicly, but I believe in resolving matters properly and directly.
I expect a full response and resolution without further delay. Please escalate this to a senior member of your team who can bring this matter to a conclusion.
