Is a month an unreasonable amount of time to have to wait BEFORE an item is collected for repair?

user8472

I bought a Dyson Gen5Detect back in September 2023 direct from Dyson, using PayPal 'Pay in Three' credit. The cost of the machine was £849.

The TL;DR; - it's going to be a month since reporting my faulty machine before Dyson collect it, and an unknown amount of time before they repair and return it.

So, essentially, what I'm wanting to determine is whether it's an unacceptable amount of time to have to wait before the machine is even collected.

The longer story for those wanting a bit more detail...
On the 23rd February the machine stopped working so I called their support and they started an 'exchange' process.

On the 27th February I received an email stating they didn't have stock of the colour machine I bought and a different colour would be sent. I replied to that email with another query, but received no response.

On the 5th March I decided to call their customer support to ask the question they hadn't replied to. However, they told me that it should not have originally been set up as an exchange but a repair instead. They sent out a confirmation email that evening.

On the 6th March I fully read the email they sent regarding when they would be collecting my machine. I was rather shocked to see they would be collecting it on the 22nd March. A whole month on from when I originally reported the machine faulty.

I've been on the phone with their customer support to just be told to wait. There's nothing they can do about it.
Their social media 'support' has exactly the same stance.

Thanks for reading this far!

ThumbRemote

The Consumer Rights Act simply says a remedy must be "within a reasonable time and without significant inconvenience to the consumer." It doesn't define reasonable or significant inconvenience, and they can vary based on peoples own individual circumstances. For a vacuum cleaner, I'd probably be able to borrow one so it wouldn't cause me significant inconvenience. 

And even if you do have a case, any action you could take against them would almost certainly take longer than just waiting for them to resolve it. You could try asking PayPal if they will do anything, but it's unlikely. 

sheramber

It appears the repir was only organised on 5 March, due to wrong action before then, - being treated as an exchange

No doubt they have to arrange collection with a carrier so have no control over when they carrier can uplift.

photome

It’s not a month it’s just over 2 weeks since they correctly organised the repair

i have recently had  a Dyson collected for repair…it was collected on a Friday  about 4 weeks after they arranged it, ( no need to box it like they said as the carrier needs a pic of the machine). It was returned 2 days later on the Sunday 

Mr.Generous

£849 for a vac?

I must be a cheapskate.

A Henry and a Shark together cost less than half that.

RefluentBeans

Counter point - whilst the time from them finally deciding to do a repair is only c. 2 weeks, the time since the consumer reported it will be a month. Just because Dyson got confused and stopped replying to emails is not of the OP’s issue. This I think any reasonable person would consider to be an unreadably long time
just to arrange a collection. Just because you can get a vacuum cleaner from a friend doesn’t mean it’s not unduly inconvenient. 

OP - I think you have grounds to be more forceful with your complaints here. Just be clear in what you want. If you want a replacement - realistically if they haven’t got one in stock you’ll have to choose to get it repaired (or a refund if they offer it to you). You may be able to find the CEO email online - and although they won’t reply it tends to get kicked to a more senior level of customer service so saves some time trying to escalate the complaint from normal customer service. 

I really don’t think it’s that hard to arrange a collection - even if they sent you a box first and then a sticker to drop it off at the post office/courier collection point. 

Just be realistic in what you want - and be clear. 

photome

RefluentBeans said:

I really don’t think it’s that hard to arrange a collection - even if they sent you a box first and then a sticker to drop it off at the post office/courier collection point. 

Just be realistic in what you want - and be clear. 

When I was talking to them on the phone I got the impression that it wasn’t the collection that took the time to organise it was the repair , which could explain why mine was picked up one day and returned 2 days later, rather than picked up immediately but not returned for a few weeks

DPD are the carrier and they bring a very large plastic box they then photo the machine in the box and cable tie it closed, then give you a receipt

personally I would rather it that way than the way you are suggesting