My name is Yanran Li, and I am writing to express my deep frustration and disappointment with the service I have received regarding my Dyson humidifier (J9P-CA-PGA3919A). I purchased this product three years ago, and it recently stopped working.
About 3 months ago, the machine kept asking me to clean the filter although I've done it three times. After contacting your customer service team, I was advised to purchase new replacement parts, which I did on 11/29/2024. However, even with the new parts, the machine began making loud noises and shutting off automatically. I contacted your team again, and they instructed me to send the machine back for repairs.
Here is where the problems escalated:
1. A return label was sent to me with an incorrect shopping address (Both addresses were my home address).
2. I was told that Purolator would come to pick up the machine and provide me with a box for shipping. This information turned out to be completely false.
3. I contacted customer service again and was then informed that I needed to take the machine to any Purolator location and they would provide me with a box at no cost. However, when I went to the first location, the staff told me that the machine was too large and they didn't have a suitable box for me. I then drove 15 minutes to the Purolator main branch, only to be told that I had to pay for the box myself.
4. On January 27th, I reached out to customer service again, and they helped me update the shipping address. I was assured that I would receive a new shipping label within 24 hours. However, to this day, I still have not received anything.
This entire experience has been extremely frustrating and unacceptable. The inconsistent and incorrect information I have received from multiple customer service representatives is shocking. It demonstrates a complete lack of coordination and competence within your team.
I have purchased many Dyson products in the past, but this experience has made me completely lose faith in both your product quality and customer service. I expected much better from a company that markets itself as a premium brand.