Dyson Faulty vacuum

GambowlGran

In March 2023 I took advantage of an MSE blagged discount on a cordless vacuum for £299. I did not receive an acknowledgement of the order with an invoice number ( a fact I had forgotten until I was asked for it 2 weeks ago). Following the order placement and 

a couple of days I received a DPD notification saying my order from Dyson would be delivered on 11 March and my credit card was debited. 

A couple of days after I received the vacuum i had an email from Dyson acknowledging a successful return which i had not done! All very strange but I had my vacuum, paid for it and all was well. 

Fast forward to 2 weeks ago when it stopped working. I duly went through the troubleshooting ‘chat’ and it was decided by Dyson that I needed a new cyclone head. Then they asked me for the invoice number which i did not have and when i gave them the serial number they said that it was registered to someone else and could not process the replacement. Not happy, I asked for a call back which was told would be between 24 and 72 hours. 

96 hours later and I called customer service, same thing happened, even though they set up a live stream to my lounge to take a screenshot of the vacuum serial number, they questioned who had placed the order and my integrity of ownership. Again i got no further and was told to be patient and await a call! 11 days later and no call! I can’t email them with proof of the tracking number and they do not have a postal address to write to. Clearly something went wrong on their system but they say their data is correct! What should I do next? 

SiliconChip

If you do a search for dyson address uk you'll see their address in Malmesbury where you can write to them. You can also find an address for their HQ in Singapore if you need it.

sheramber

Did you check your junk folder in case the email acknowledgment ended up in there?