The Cyclone Centre - poor service

Roland_Sausage

We have an old Dyson vacuum cleaner which has poor suction and cuts out after about 5 minutes of running. In February my wife googled dyson repair and this company came up, claiming a 5 day turnaround and a repair and service for a fixed cost, so she arranged to go ahead with it.

A courier collected the machine on the 23rd of Feb. A couple of days later they telephoned my wife to take card payment. Concerned that we had heard nothing we tried to call them about 3 and a half weeks later and they proved very difficult to get hold of. We eventually spoke to a chap who said they were awaiting parts but not to worry.

The vacuum cleaner was eventually returned to us on the 26th of March without any further communication from the company.

I went to try out the machine and the same fault was still there. Poor suction and cutting out. So what work have they actually done? No idea as there was no delivery note, no documentation to say what work had been done, nothing like that. Strangely, they have replaced the dust collection bin with a reconditioned part as the vacuum cleaner is green and they have changed it for a blue bit. No idea why as there was nothing wrong with this.

As per their complaints process, we sent an email. Needless to say they did not respond within the 48 hours that they claim. In fact they did not respond at all. After a week, I sent a recorded delivery letter saying that they had 14 days to provide a satisfactory response or I would pursue a chargeback from the credit card company.

Tomorrow will be 14 days since the letter was signed for, and as I feel that I have exhausted their complaints process without so much as an acknowledgment, tomorrow I shall be contacting the credit card company.

Having done some research into this company, it seems we are not the only ones given poor service by them. I wish the wife had looked into them before signing up, but I suppose nobody's perfect.

My question is, do I have grounds for a chargeback for the full amount? Is it likely to succeed? I have never had to do this before so not sure what to expect.