Query re. product defects on a family of products

TheQuestioner

Hi - I'd appreciate some assistance with a query please.

I've got a Dyson LightMorph which is around 3 years old - I believe the menufacturer's guarantee on this device is only 2 years.

Recently, it has been exhibiting an issue where the light switches itself off intermittently - which - as you can imagine is extremely annoying - even more so given the light itself costs 500 GBP!

I called Dyson up and they suggested a faulty Power Supply Unit (PSU) might be to blame, and that I'd have to buy a new one (I can't remember the cost).  I thought I'd do an internet search to see if other users are reporting a similar issue, and have found a thread on reddit with this issue as well as many threads on Dyson's own community support forums reporting the same thing (in all cases Dyson have suggested that it needs to be sent back to be serviced or a new PSU is required).

I believe this is potentially an issue with the product line and have requested that Dyson investigate this as such, but they've continued to maintain a new PSU is required.

As you can imagine, I didn't sign up to buying a new PSU every 3 years for this light and I'm interested in potentially launching a class action type lawsuit (thinking along the lines of the PPI saga) - at least something to get Dyson to investigate this issue more seriously and not just fob their customers off - can anyone suggest what would be the next course of action to try here please?

the_lunatic_is_in_my_head

Hello OP

With goods over 6 months old the burden of proof falls on the consumer, if you could somehow have the item inspected and was able to show there was an issue* then consumer rights would lie with the retailer. If that was Dyson directly then it would be for them to provide a remedy but if it was purchased from another company you'd have to go to them instead.

*With these type of things you are looking at durability and to show there was an underlaying cause that although always present has only just manifested in a way that is visible/affects the product, an example could be poor quality components that wouldn't last the lifespan on the product or poor soldering inside a unit that would be likely to fail prematurely. 

Typically large companies are unlikely to admit to issues with their products as it would cost a fortune to recall them or provide replacements, etc, it tends to happen due to safety such as the tumble dryer issue a few years back. 

A lot of goods are made as cheap as possible these days, I understand Dyson products aren't cheap but in part you are paying for a brand and perhaps style choice, although that's not to suggest a £500 lamp shouldn't last longer than 3 years. 

Have you looked on eBay for a replacement PSU or a reputable spares place for an after market one? 

I appreciate the desire to hold Dyson accountable but it would be a bit of a crusade, pragmatic approach is to find a replacement PSU for a good price, failing that if the cost of replacing the PSU is worth the trouble have the lamp inspected and go back to the retailer for a remedy  

Aylesbury_Duck

TheQuestioner said:

Hi - I'd appreciate some assistance with a query please.

I've got a Dyson LightMorph which is around 3 years old - I believe the menufacturer's guarantee on this device is only 2 years.

Recently, it has been exhibiting an issue where the light switches itself off intermittently - which - as you can imagine is extremely annoying - even more so given the light itself costs 500 GBP!

I called Dyson up and they suggested a faulty Power Supply Unit (PSU) might be to blame, and that I'd have to buy a new one (I can't remember the cost).  I thought I'd do an internet search to see if other users are reporting a similar issue, and have found a thread on reddit with this issue as well as many threads on Dyson's own community support forums reporting the same thing (in all cases Dyson have suggested that it needs to be sent back to be serviced or a new PSU is required).

I believe this is potentially an issue with the product line and have requested that Dyson investigate this as such, but they've continued to maintain a new PSU is required.

As you can imagine, I didn't sign up to buying a new PSU every 3 years for this light and I'm interested in potentially launching a class action type lawsuit (thinking along the lines of the PPI saga) - at least something to get Dyson to investigate this issue more seriously and not just fob their customers off - can anyone suggest what would be the next course of action to try here please?

Yes, go and speak to a solicitor and be prepared to put up substantial funds to underwrite the costs of them starting the work and persuading other customers to pay for their part in the case.

Alternatively, you could exercise your own consumer rights, get the lamp and its PSU inspected and if the problem is an inherent design/manufacturing flaw that caused unreasonably premature failure, go back to the retailer for a remedy.

I know which I'd do.