Dyson Faulty Item + Appalling Customer Service = Huge Headaches

tcitloml

Looking for some clarity here really and hoping someone has some experience to be able to advise.

I have a Dyson hairdryer, it went out of "warranty" in April, however it's since developed a fault where it will randomly stop on the hottest setting, flash lights at me and I have to turn it off and on again to start it up before it does the same not long after. It doesn't do this on any of the lesser temperature settings. 

I've been through the horrendous customer services, had to send pictures to prove that the filter was clear. I can clearly see through it, but it's hard to capture on an image and as such the advisor said it was blocked, so I need to pay £99 for a service of the device. 

I believe it's faulty as I regularly clean the device. 

It's the second one I've had, the first one did the same as this, but I'd had the hairdryer 6 years by this point; even so, given the price I expected it to last a hell of a lot longer. With the first one they "repaired" it, but when I received it back it still had the same issue, so I basically paid for nothing. Long story short, this second device was supplied by Dyson as a replacement to the first one that they admitted then was faulty. I didn't bother trying to chase up the repair fee.

I feel like I'm back at square one with them; I don't want to pay the Service charge/fee as I feel the item is faulty, but they won't accept that and were not budging on their assessment via the chat. 

I tried quoting SAD FART and the Consumer Rights Act, but even so they said "warranty warranty warranty"; if I wanted them to do anything I need to pay for the service...

Is this right? Is there anything I can do/say? Advice needed please.

Mark_d

So  Dyson repaired your hairdryer but when you received it back you had the same issue?  Perhaps the fault they found was not related to the issue you're experiencing.
To me it sounds like the hairdryer is overheating.  Potentially the way you are holding/using the hairdryer is causing an airflow issue.  I'd be shocked if Dyson didn't test the hairdryer before returning it to you claiming it was repaired.
The Consumer Rights Act gives you rights against the retailer.  Did you buy directc from Dyson?

lincroft1710

As this is a replacement item and it is clearly well over 6 years since you bought the original, your consumer rights are virtually non existent.  As the warranty has expired, then you are at the mercy of the manufacturer. 


Can you not find a suitable new hairdryer for, say £120 (or less) as then you get full consumer rights and a new warranty for little more than the cost to repair the old one

born_again

6 year old hairdryer.

Time for a new one. As rule of thumb that is the limit for your rights.

tcitloml

Mark_d said:

So  Dyson repaired your hairdryer but when you received it back you had the same issue?  Perhaps the fault they found was not related to the issue you're experiencing.
To me it sounds like the hairdryer is overheating.  Potentially the way you are holding/using the hairdryer is causing an airflow issue.  I'd be shocked if Dyson didn't test the hairdryer before returning it to you claiming it was repaired.
The Consumer Rights Act gives you rights against the retailer.  Did you buy directc from Dyson?

Shocked you may be, but that is what happened - with the original device however. I am yet to send the most recent one, which was received from Dyson directly, however as a replacement to the first.

Seems as though I'll just have to suck it up with this one, but for the price of them lasting just over 2 years before issues arise...I'm certainly not impressed with the quality. 

tcitloml

lincroft1710 said:

As this is a replacement item and it is clearly well over 6 years since you bought the original, your consumer rights are virtually non existent.  As the warranty has expired, then you are at the mercy of the manufacturer. 


Can you not find a suitable new hairdryer for, say £120 (or less) as then you get full consumer rights and a new warranty for little more than the cost to repair the old one

Thank you, that's the clarity I was looking for, wasn't sure if the rights were to commence again with the new device, as it came with a fresh 2 year warranty. You know, your proposal sounds like a very sensible solution to me  I shall certainly not be bothering with another Dyson product that's for sure; my father's had a hair dryer for over 20 years that still works perfectly - they don't make things like they used to.