Dyson V10; Customer service is appalling!

danieljordan1979

elsien said:

Have you checked it for blockages? 

It's currently in pieces, so yes. Thank you though!

danieljordan1979

Jimmithecat said:

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 

Wow, I'm so sorry to hear you had to go through that. You do expect by paying a premium, you also get premium aftercare. This is my first experience with their CS since my first vacuum in 1998, and I'm really underwhelmed. I have got copies of all the chat transcripts saved (thankfully that's an option!). It's really affecting my mental health knowing there's this 'Sword of Damocles' hanging over me. 

I wish I could call and actually*SPEAK* to someone, but I can't. Maybe I'd get further?

born_again

danieljordan1979 said:

Jimmithecat said:

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 

Wow, I'm so sorry to hear you had to go through that. You do expect by paying a premium, you also get premium aftercare. This is my first experience with their CS since my first vacuum in 1998, and I'm really underwhelmed. I have got copies of all the chat transcripts saved (thankfully that's an option!). It's really affecting my mental health knowing there's this 'Sword of Damocles' hanging over me. 

I wish I could call and actually*SPEAK* to someone, but I can't. Maybe I'd get further?

Nope. Dyson moved out of the UK to save costs.
Daughter has had several of the Dyson fans that failed out of warranty. Cost a fortune. Now we buy cheap chinese ones. Which last longer.

danieljordan1979

Nope. Dyson moved out of the UK to save costs.
Daughter has had several of the Dyson fans that failed out of warranty. Cost a fortune. Now we buy cheap chinese ones. Which last longer.

I'm thinking about switching to Shark vacuums instead, I've heard great things about them, and seem to be easier to fix too. I used to be able to strip mine and clean them, but now they're far too complicated, and my hands shake all the time (meds and disabilities) so I can't self repair any more. I hate it. 😞

lincroft1710

Your wife's consumer rights are with whoever she bought the Dyson from. Warranties/guarantees are in addition to consumer rights and do not replace them. 


However by dismantling the machine you may well have breached the terms and conditions of the warranty.

oldagetraveller1

"Now we buy cheap chinese ones." Which is what Dyson are now, but not cheap to the end user!

I use Shark vacuums now. Both their mains and battery powered cordless. With Shark the batteries are removable and it's possible to have a charged spare available.

Whether Dyson are still the same with their cordless vacuums, the batteries were/are not removeable.

My daughter has a Shark cordless and a few months after buying, the "felt" strip next to the brushes disintegrated. She contacted Shark and they sent a complete new cleaning head.

powerful_Rogue

Shark/Ninja are the goto now. Can't fault their customer support.

danieljordan1979

lincroft1710 said:

Your wife's consumer rights are with whoever she bought the Dyson from. Warranties/guarantees are in addition to consumer rights and do not replace them. 


However by dismantling the machine you may well have breached the terms and conditions of the warranty.

Yes, I was worried that may be the case, but I only dismantled it to the extent that their customer service asked me to, so I think I may still be covered? It's only 4 Philip head screws.

danieljordan1979

oldagetraveller1 said:

"Now we buy cheap chinese ones." Which is what Dyson are now, but not cheap to the end user!

I use Shark vacuums now. Both their mains and battery powered cordless. With Shark the batteries are removable and it's possible to have a charged spare available.

Whether Dyson are still the same with their cordless vacuums, the batteries were/are not removeable.

My daughter has a Shark cordless and a few months after buying, the "felt" strip next to the brushes disintegrated. She contacted Shark and they sent a complete new cleaning head.

That's amazing! I'm really tempted to get one of theirs instead, their quality and reliability really have surged over the past few years. 

photome

I have many Dyson products and have had need to call the CS.  Each time I have had parts replaced/repaired without much hassle . One time on a Dyson hairdryer the foyer was replaced past the end of the warranty .