Faulty Dyson Airwrap

Jules1872

Help !!!! I'm at my wits end so have resorted to asking on here to see if anyone can help me with this ongoing saga. 
I purchased the Dyson Airwrap on 3/11/22 for £480 from QVC which had a 1 years warranty. I have barely used it and recently it started to cut out when being used. I resorted to trouble shooting as instructed on the Dyson website but unfortunately still didn't resolve the issue. I then contacted QVC but they advised as it was now out of warranty i had to contact Dyson the manufacturer. Dyson have a 2 year warranty on their Airwraps so I thought there would be no problem in returning it for repair or replacement, this is where the nightmare began ! On the 3/4 I contacted Dyson Customer Support and explained the situation they registered the Airwrap and advised that a DPD courier would collect it on 7/4. I stayed in all day but no one from DPD came to collect it. On 8/4 i called to Dyson to complain to be told that i had to wait 24-48hrs as it had been escalated to their 'Priority team' and they would contact me with a new collection date. After nothing was received i called again on 10/4 to be given a new date of 12/4 for collection. Surprise, no collection AGAIN ! but did receive an email at 16:12 to advise 'due to an unexpected system issue, your repair collection has been delayed and your machine will get collected at the next available date in which you will get email confirmation.' it is now the 17/4 and i am still waiting for said email confirmation ! I've noticed that there appears to be major issues with Dyson Customer Service which is now based in the U.S and looks like they are trying to fob people off  in the hope that they will give up ! What i want to know is can I go back to QVC, the original seller and request they replace the Airwrap as i don't want a refund just a fully working appliance. I didn't pay £480 for it to stop working 18 months in !  Also just to add Ive had my Dyson hairdryer for 6 years use it every day and never had an issue with it but yet the Airwrap is only been used very occasionally and appears not to be fit for its purpose !

 

the_lunatic_is_in_my_head

Hello OP

QVC aren't really correct, in fact telling you to contact Dyson because the warranty has expired doesn't even make sense but nonetheless, you have two options:

1) Press on with Dyson, they should abide by the terms of the warranty, perhaps worth seeing if you can contact them via social media?

2) You have consumer rights against QVC but as it's been longer than 6 months since delivery they can ask you to show the issue is a "fault" with the goods rather than misuse, etc. 

I'm not sure how you would do this but Dyson do have demo stores in London, Bluewater, Manchester and Birmingham which if you were nearby might be worth a visit. 

If you want QVC to do something the first thing to do is to say to them "the goods do not conform to the contract with regards to satisfactory quality, specifically durability, as per Section 9, paragraph (3)(e) of the Consumer Rights Act and I am seeking a remedy of a repair or replacement with yourselves directly as the trader" and see what they say.  

Jules1872

Thank you for your advice. I'm seriously worried about even sending it back to Dyson now after reading some horror stories with their Customer Services ! I live in the  North East of Scotland so nowhere near their Demo stores either. I don't have a twitter/X account which would probably be the best avenue on social media. I think the best route is to go back to QVC as the product is in immaculate condition and certainly not down to to any mis-use of the product which is quite plain to see, I'll keep you posted !

PHK

Jules1872 said:

Thank you for your advice. I'm seriously worried about even sending it back to Dyson now after reading some horror stories with their Customer Services ! I live in the  North East of Scotland so nowhere near their Demo stores either. I don't have a twitter/X account which would probably be the best avenue on social media. I think the best route is to go back to QVC as the product is in immaculate condition and certainly not down to to any mis-use of the product which is quite plain to see, I'll keep you posted !

The thing is that the Consumer Rights Act says you have to show that it was inherently faulty or hasn't lasted as long as it should. 

The first one means that you have to show that it was faulty all along albeit that the fault hadn't become apparent yet. 

The second one you'd need to show that there hasn't been any misuse, accidental or deliberate damage and  it hasn't been tampered with. 

If QVC don't accept what you say (bearing in mind they haven't physically seen it) then the only way to prove your case is by getting a qualified competent person to inspect the air wrap and to produce an opinion or report stating why it's cutting out and what the cause is. 

Hopefully, you won't need to do that but that's what the facts are. If you prove your case then you are entitled to a repair, replacement or partial refund (to reflect the 18 months of use)

lushprincess71

I'm experiencing similar problems, however they repaired mine. Forward 16 months later & I've the same issue. You'd expect a repair to fix the issue. 
So in 3 yrs, its broken twice. Complete waste of money & customer service is shocking. So I'm at my wits end also.
Dyson is not the company is once was.

Jules1872

lushprincess71 said:

I'm experiencing similar problems, however they repaired mine. Forward 16 months later & I've the same issue. You'd expect a repair to fix the issue. 
So in 3 yrs, its broken twice. Complete waste of money & customer service is shocking. So I'm at my wits end also.
Dyson is not the company is once was.

its so frustrating isnt it ? When you pay for something that expensive you expect it to last or at the very least have a decent customer service to deal with any issues ! But neither appears to be the case with Dyson sadly and I agree it certainly isnt the company it once was - lesson learned ! 

sheramber

the_lunatic_is_in_my_head said:

Hello OP

QVC aren't really correct, in fact telling you to contact Dyson because the warranty has expired doesn't even make sense but nonetheless, you have two options:

1) Press on with Dyson, they should abide by the terms of the warranty, perhaps worth seeing if you can contact them via social media?

2) You have consumer rights against QVC but as it's been longer than 6 months since delivery they can ask you to show the issue is a "fault" with the goods rather than misuse, etc. 

I'm not sure how you would do this but Dyson do have demo stores in London, Bluewater, Manchester and Birmingham which if you were nearby might be worth a visit. 

If you want QVC to do something the first thing to do is to say to them "the goods do not conform to the contract with regards to satisfactory quality, specifically durability, as per Section 9, paragraph (3)(e) of the Consumer Rights Act and I am seeking a remedy of a repair or replacement with yourselves directly as the trader" and see what they say.  

1 year warranty was from QVC

Dyson givbe 2 year warranty si contacting Dysin  under their would be correct

Jules1872

Just an update regarding my faulty Dyson air wrap. I logged onto the Dyson Community Page and complained about the service I had received - within a matter of hours i was emailed by Dyson direct asking for more info re the fault and my contact details. Again within 15 mins of my replying to their email I received a phone call from their head office in England. I spoke with a lady called Pat who was super helpful and very apologetic with regards to the customer service i had received. Within 30 mins she had organised a brand new Airwrap to be delivered to my home address on a next day delivery courier. So all in all within an hour of me publishing a complaint my issue was resolved instantly after having had a month of issues with the Customer Services team who are actually based in Honduras and not USA as i had first thought. Win, win !!

buttons27

Help, I have a Dyson Airwrap bought September 2023, from Argos, stopped working January 2025 outside of 1 yr Argos guarantee so contacted Dyson direct who said they can repair as within 2 year guarantee that they offer.  I have experienced all the same issues as above wich horrifies me even more as they go back to 2022!!  What is this company doing. I have never been so frustrated in my life.  When I ring I never get an answer as to why the collection didn't happen. I ask for someone in management to ring me, never gets acknowledged. I have had 5 failed collections so far and really don't know what to do. A DPD courier actually turned up today but couldn't accept collection as Dyson hadn't but a return label in box. Is there anybody out there in the Dyson universe that can actually solve this for me.  8 weeks in , no Airwrap, no compensation, no replacement sent out, all of which I have asked for.  Absolutely shocking company, for such an expensive purchase. I will never buy Dyson again and I will not stop until I get this resolved. Watchdog next I think ..

Aylesbury_Duck

buttons27 said:

Help, I have a Dyson Airwrap bought September 2023, from Argos, stopped working January 2025 outside of 1 yr Argos guarantee so contacted Dyson direct who said they can repair as within 2 year guarantee that they offer.  I have experienced all the same issues as above wich horrifies me even more as they go back to 2022!!  What is this company doing. I have never been so frustrated in my life.  When I ring I never get an answer as to why the collection didn't happen. I ask for someone in management to ring me, never gets acknowledged. I have had 5 failed collections so far and really don't know what to do. A DPD courier actually turned up today but couldn't accept collection as Dyson hadn't but a return label in box. Is there anybody out there in the Dyson universe that can actually solve this for me.  8 weeks in , no Airwrap, no compensation, no replacement sent out, all of which I have asked for.  Absolutely shocking company, for such an expensive purchase. I will never buy Dyson again and I will not stop until I get this resolved. Watchdog next I think ..

I'm not convinced Watchdog will be interested, they have bigger fish to fry.

Why not exercise your consumer rights with Argos?  Their guarantee period is irrelevant.  Go back to Argos and tell them about the problem.  They may ask you to have the product inspected to prove an inherent fault (and not one caused by wear and tear or misuse) and if that's the case, then Argos have to do something.

It will probably be better than all the faffing about with Dyson and DPD.