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dyson cr01 washing machine
tracer
Posts: 27 Forumite
not sure where to post this as its kinda both vent and heaven sent,.... here's a copy of feedback i just gave to dyson regarding their customer service.
On friday our washing machine tripped out the main circuit breaker during a cycle. I then reset the breaker and the main display came on again, but a fault was shown, f11 please call...0870......
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my wife called the number and gave your advisors the information about what happened. she was then asked for insurance details, she was of course unsure how to respond so passed the call on to me. i was also surprised to be asked for insurance details as i had a 5 year warranty with you which to me is not the same thing. i explained to your staff that i had this five year warranty and they asked if that was with the company i bought it from. i said no that the warranty was with dyson not the company i bought it from. they then said that it must be an insurance policy with domestic and general and again i said that it was not , it was a five year warranty from dyson. at the time i bought the washing machine there was an offer from dyson for a free extneded warranty, which was shown on many sales websites and also on dyson's own website. the advisor had no record of this!!!??? she asked if i knew the date of purchase. i said that i did not know off hand but i could give them the serial number of the machine and maybe they could find out from there. they said this was no use and i would have to call back with the purchase date. i called back and again waited for at least 30 minutes to get through and gave both the purchase date and delivery date. i was then asked if had a warranty document which proved the five year extended warranty. at this point i was pretty !!!!ed off, why are there so many questions involved when asking for someone to come out and repair a washing machine under warranty?? surely you keep records of any extended warranties offered free of charge. i feel the level of customer service over the phone was abismal, at no point did i feel happy with the service, and felt that i was being grilled regarding this warranty issue. it was not a pleasant experience and it took over 1 hour from the point we first called to the point at which we had an engineer booked in to visit us. please pass on these details to whoever deals with customer advisor training, thank you.
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. on a much happier note my washing machine has now been fixed. the service engineer arrived on the day, early in the morning. he was extremely helpful giving us details on what the fault was , how it was corrected and how it may have happened. also he gave us lots of tips/help with our machine. he was in and out of here within ten minutes (quicker than it takes to get through to your telephone support). please if possible pass on our thanks to the engineer.
oh and incase anyone has the same fault code in the future, the fuse had blown on the main power pcb, the engineer replaced the complete board
On friday our washing machine tripped out the main circuit breaker during a cycle. I then reset the breaker and the main display came on again, but a fault was shown, f11 please call...0870......
.
.
my wife called the number and gave your advisors the information about what happened. she was then asked for insurance details, she was of course unsure how to respond so passed the call on to me. i was also surprised to be asked for insurance details as i had a 5 year warranty with you which to me is not the same thing. i explained to your staff that i had this five year warranty and they asked if that was with the company i bought it from. i said no that the warranty was with dyson not the company i bought it from. they then said that it must be an insurance policy with domestic and general and again i said that it was not , it was a five year warranty from dyson. at the time i bought the washing machine there was an offer from dyson for a free extneded warranty, which was shown on many sales websites and also on dyson's own website. the advisor had no record of this!!!??? she asked if i knew the date of purchase. i said that i did not know off hand but i could give them the serial number of the machine and maybe they could find out from there. they said this was no use and i would have to call back with the purchase date. i called back and again waited for at least 30 minutes to get through and gave both the purchase date and delivery date. i was then asked if had a warranty document which proved the five year extended warranty. at this point i was pretty !!!!ed off, why are there so many questions involved when asking for someone to come out and repair a washing machine under warranty?? surely you keep records of any extended warranties offered free of charge. i feel the level of customer service over the phone was abismal, at no point did i feel happy with the service, and felt that i was being grilled regarding this warranty issue. it was not a pleasant experience and it took over 1 hour from the point we first called to the point at which we had an engineer booked in to visit us. please pass on these details to whoever deals with customer advisor training, thank you.
.
. on a much happier note my washing machine has now been fixed. the service engineer arrived on the day, early in the morning. he was extremely helpful giving us details on what the fault was , how it was corrected and how it may have happened. also he gave us lots of tips/help with our machine. he was in and out of here within ten minutes (quicker than it takes to get through to your telephone support). please if possible pass on our thanks to the engineer.
oh and incase anyone has the same fault code in the future, the fuse had blown on the main power pcb, the engineer replaced the complete board
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Comments
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perhaps a stupid question, but had you filled in and sent off the warranty card after it was delivered? You have to actually register the warranties for them to be on file.budget meals can be good meals0
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not a stupid question at all, i did not send the card instead i filled out my details online on the same day i received the machine. i did the same for my dyson vacuum and they had details for that on file.
so lets assume that there was a problem with the online registration process , could be for any number of reasons, and could easily have been something i did wrong. all they had to do was explain that they didn't have my details, update my file accordingly and send out an engineer. maybe i expect too much but i reckon that should take all of ten minutes max and could quite easily be done in a polite manner. the whole thing was so long and drawn out, i eventually just had to keep asking if they would arrange for an engineer to repair it under warranty or not and eventually they agreed.
sorry if i've gone off on a rant, just thought i would share my experience.0 -
I don't blame you for being upset. I hope you get them to hoour the remaining time on it. I know Dyson stopped making the washing machines, so perhaps they were indeed merely fobbing you off!budget meals can be good meals0
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yeah i had noticed there was a bit of a shift in the website whereby the washing machines and info on them are still there but not the same if you know what i mean, anyway will wait and see if they reply and take it from there i guess. ta0
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