Dyson V10; Customer service is appalling!

danieljordan1979

My wife secretly bought me a Dyson V10 Total Clean (£450!!) for my birthday last year, much to my surprise and happiness! It's been so useful. I am physically disabled, so the weight and size is perfect for me. Last week, however, it's stopped working and when I pull the trigger, all 3 blue lights flash once and... nothing happens. The filters are new, ALWAYS dried more than 48 hours, and the battery is a newish one (official Dyson; £70) as I have 13 months left on the warranty, I approached Dyson customer service for help, and they offered to replace a part (I forget which one exactly, it was a bunch of numbers) for £115!!! I am not amused. I cannot call their customer service number, as my disability also affects my ability to speak, and there is NO way to email them at all. 

I feel like a wheelchair user sitting in front of a flight of stairs; held back from getting where I want due to my disabilities. I already feel like a burden to my wife, who has disabilities of her own to contend with, and now I can't even help with the simple task of cleaning my own house. 

PLEASE HELP! I'm completely stuck.

MikeyPGT

Does Dyson have a presence on Social Media?  Try calling them out on there.  Alternatively try one of the consumer pages in the press - the Guardian seems to like getting their teeth into appalling customer service ...  Have to say I have only ever had bad experiences with Dyson - 3 purchased, 3 caught fire!  Never again.

powerful_Rogue

Did your wife buy it direct from Dyson or a different retailer?

danieljordan1979

MikeyPGT said:

 Have to say I have only ever had bad experiences with Dyson - 3 purchased, 3 caught fire!  Never again.

Holy cow!! That's awful. 😲 No, I don't have any social media accounts, I had thought of it though. The Guardian is a great suggestion, thank you. 👍👍

Desmond_Hume

Three out of three caught fire? 100%? What’s the odds of that…

danieljordan1979

powerful_Rogue said:

Did your wife buy it direct from Dyson or a different retailer?

I don't know, she can't remember and she paid cash, and can't find the receipt. She has chronic ADHD which isn't very helpful!

danieljordan1979

Desmond_Hume said:

Three out of three caught fire? 100%? What’s the odds of that…

50/50 ; either it catches on fire or it doesn't. 🤣🤣

ThumbRemote

While I am sympathetic to your situation, there's a number of bits that don't seem to be helping you here. 

You say that you can't speak to them on the phone or email, but you've already had some form of communication with them. How did that occur, and can't you continue to communicate in that manner?

Likewise, your wife can't remember where she bought the cleaner. Really? I'd certainly remember where I spent £450 if it was in a store. 

I'm usually one of the most pro-consumer posters on this board but this just seems a little odd to me. 

Consumer rights don't really take into account disabilities or how much you need a product. In addition, in this case you don't really have many consumer rights - your wife does, as she bought the product.. But without key information or a proof of purchase I can't see you getting far. 

danieljordan1979

Sorry for the belated reply, I thought I'd hit 'post' 

Re: contacting them, I used their 'hassle-free Chat' service, which ended up going from person to person, and they ended up offering me the replacement part for a reduced price of £99.00. and then sent me a video of how to clean my bin on the Dyson 🤦‍♂️ I don't know how that would help it turn on, but there you go. 

My disabilities and medication for them affect my speech, my brain, and I find it hard to construct sentences verbally, but via text I can get it down on the page much easier, as I can grammar and spell check everything.

On the phone I just get 'scrambled egg' brain, and can't get my point across well at all. Which then leads to more anxiety, stress, and more incohesive speech. 

My wife has a brain like a sieve, she said it was either Argos or Tesco, and can't remember which. I registered the warranty the day I got it (as I do with everything!) so I know exactly when. Trust me, I live with her 24/7, and find it far more frustrating than you! We also have 2 adult disabled children in the house, too, which adds to the mix. At least our sense of humour is intact, or I'd be off to Dignitas... 😆

elsien

Have you checked it for blockages? 

Jimmithecat

https://uk.trustpilot.com/review/www.dyson.co.uk

Dyson are absolutely shocking to deal with.

it took me almost 8 months but I got a replacement vacuum to replace the one they lost when sent for repair .

Keep a note of every conversation with customer services, unanswered messages through messenger etc

i had enough evidence for a small claims application - I sent a letter before action to the Dyson address registered at companies house detailing this information and I got a phone call the following morning and a new vacuum the next day.

Absolutely shocking customer service