John Lewis- Dyson return

Battleaxe55

Hi all,

I purchased Dyson v6 animal in March of last year from John Lewis. Sadly it has developed a fault. I have emailed John Lewis and they have asked me to get in touch with Dyson to arrange a repair, however the product has a 2 year gaurantee and the hoover itself is less than 12 months old.

I don't understand why i should need to deal with Dyson as the item was purchased through John Lewis. I've read that certain retailers tend to always refer costumers to the manufacturer in the case of any fault but i just wanted clarification from any other forum users with any experience or knowledge of dealing with this type of situation.

Many thanks in advance.

Zandoni

You can insist that John Lewis handle the repair procedure for you but it will be much easier for you to go direct to Dyson.

They actually offer a 5 year guarantee with their vacuum cleaners https://www.dyson.co.uk/support/guarantee.aspx

[Deleted User]

I've dealt directly with Dyson - they're great and fixed a 4 year old vacuum by diagnosing it over the phone and sending a part in the post.

http://www.dyson.co.uk/support.aspx

Battleaxe55

Thanks for your reply,

The email i have received from John Lewis suggests that i should first of all go through some kind of troubleshooting diagnosis with Dyson over the phone. The problem is I doubt this is an issue which can be resolved over the phone unfortunately as the motor has more or less stopped working so would need to be examined.

I just wanted to be sure that i had just cause to reply to them to reiterate it is they themselves who have a right of responsibility first and foremost to attend to any repairs. Just trying to avoid being caught in between the manufacturer and retailer passing the buck.

Many thanks

jackieb

I've had a motor go on a Dyson and it was picked up from my door and delivered back fixed again.

wealdroam

Battleaxe55 wrote: »

Thanks for your reply,

The email i have received from John Lewis suggests that i should first of all go through some kind of troubleshooting diagnosis with Dyson over the phone. The problem is I doubt this is an issue which can be resolved over the phone unfortunately as the motor has more or less stopped working so would need to be examined.

I just wanted to be sure that i had just cause to reply to them to reiterate it is they themselves who have a right of responsibility first and foremost to attend to any repairs. Just trying to avoid being caught in between the manufacturer and retailer passing the buck.

Many thanks

Of course you have that right.

As MSE's Consumer Rights guide says:

Know who's responsible

When returning items, beware shops trying the oldest trick in the book: saying they're not responsible for the shoddy goods and you must call the manufacturer. This is total nonsense!

If a company fobs you off by saying “go to the maker instead”, it's wrong. It's the retailer's job to sort it.

It doesn't matter if it's an iPod from a high street shop or a designer frock from a department store. If something's broken, torn, ripped or faulty, the seller has a legal duty to put it right as your contract is with it.

But as others have said it would make far more sense to go direct to Dyson.

bris

wealdroam wrote: »

Of course you have that right.

As MSE's Consumer Rights guide says:

But as others have said it would make far more sense to go direct to Dyson.

Also JL can insist on proof it's an inherent fault as it's been over 6 months so the retailer can say no until proven otherwise.

Zandoni

bris wrote: »

Also JL can insist on proof it's an inherent fault as it's been over 6 months so the retailer can say no until proven otherwise.

They certainly wont go down that route they offer a 2 year guarantee and they are an excellent company.

From what I've heard Dyson are also very good and I wouldn't hesitate at all talking to them direct, they are able to fix every problem without fuss.

peachyprice

Battleaxe55 wrote: »

Thanks for your reply,

The email i have received from John Lewis suggests that i should first of all go through some kind of troubleshooting diagnosis with Dyson over the phone. The problem is I doubt this is an issue which can be resolved over the phone unfortunately as the motor has more or less stopped working so would need to be examined.

I just wanted to be sure that i had just cause to reply to them to reiterate it is they themselves who have a right of responsibility first and foremost to attend to any repairs. Just trying to avoid being caught in between the manufacturer and retailer passing the buck.

Many thanks

If you insist on going through JL you will have to take the Dyson back to them, they will have to arrange for Dyson to colect it, it will be returned to JL, you will then have to collect it from them,

Or you could just go direct through Dyson who will pick it up and return it to your home.

I know which option I would rather.

EmmyLou30

If it's the handheld one (which I assume it is given that you mentioned 2 year warranty and not 5 like the big machines have), the motors are a bit of a known fault apparently and my parents are on their 3rd motor now in 2.5 years and they only use it once or twice a week!

Ring up Dyson, they'll know exactly which part to send you as it's a known issue and you should be sent it in the post much quicker than JL will.