What happened to Dyson?
Discussion
So, random thread but quite frustrating. Has anyone tried to buy Dyson products or return an item under warranty and had issues?
To cut a very long story short, I have been a Dyson customer for 15 years plus and have used many of their products over the years. In fact I would say up until recent times I have been impressed by both the quality of the products and the customer service. However, recently the service has been woful and I would be very surprised if I was the only one, (or maybe it's just me)...
- 6 months ago I tried to arrange for my wife's flat iron to be replaced under warranty. Dyson agreed, but then spent months trying to, firstly find the returned item and then issued a new one for that too to get lost in the system. Ultimately I had to reach out to the UK HQ who thankfully reached around the confused and useless customer services and just sent a second new machine. It took months to resolve and needed the UK HQ to correct the issues.
- Last week I decide to order a new hairdryer, (for my wife, I am bald) and a new vacuum cleaner. It's been a week, so I chased them today, logged onto my MyDyson account and can see the order, but it is stuck in limbo, (Dyson have no idea why) and they can't actually see the order, even though I have an order number and I can see it on their system. All quite odd.
Worryingly there is no longer a separate customer support line or the helpful email address that I used years ago. The HQ contact I had from 6 months ago has also been closed down. In short, the only way to contact Dyson is via an overseas call centre or chat via their website.
Sadly it seems that was once a great manufacturer, has gone the way of all the failed companies that ship their customer service overseas.
If you must by Dyson, buy from an independent retailer and let them cover the customer service, because Dyson seem unable to...
To cut a very long story short, I have been a Dyson customer for 15 years plus and have used many of their products over the years. In fact I would say up until recent times I have been impressed by both the quality of the products and the customer service. However, recently the service has been woful and I would be very surprised if I was the only one, (or maybe it's just me)...
- 6 months ago I tried to arrange for my wife's flat iron to be replaced under warranty. Dyson agreed, but then spent months trying to, firstly find the returned item and then issued a new one for that too to get lost in the system. Ultimately I had to reach out to the UK HQ who thankfully reached around the confused and useless customer services and just sent a second new machine. It took months to resolve and needed the UK HQ to correct the issues.
- Last week I decide to order a new hairdryer, (for my wife, I am bald) and a new vacuum cleaner. It's been a week, so I chased them today, logged onto my MyDyson account and can see the order, but it is stuck in limbo, (Dyson have no idea why) and they can't actually see the order, even though I have an order number and I can see it on their system. All quite odd.
Worryingly there is no longer a separate customer support line or the helpful email address that I used years ago. The HQ contact I had from 6 months ago has also been closed down. In short, the only way to contact Dyson is via an overseas call centre or chat via their website.
Sadly it seems that was once a great manufacturer, has gone the way of all the failed companies that ship their customer service overseas.
If you must by Dyson, buy from an independent retailer and let them cover the customer service, because Dyson seem unable to...
otolith said:
They used to be solidly built and reliable. I wouldn't touch one now.
You know what, I don't think they ever were "solidly built and reliable", they were good at hoovering and did the job well, they looked different and funky too and kind of shook up the industry, we've had a few through the years but they all felt a bit flimsy and we had problems with them, however their customer service and repairs were too notch.We gave up on them years ago and have had far better service out of a Shark and a Miele.
HTP99 said:
You know what, I don't think they ever were "solidly built and reliable", they were good at hoovering and did the job well, they looked different and funky too and kind of shook up the industry, we've had a few through the years but they all felt a bit flimsy and we had problems with them, however their customer service and repairs were too notch.
We gave up on them years ago and have had far better service out of a Shark and a Miele.
I thought I might be in a minority but that mirrors my experience. In short very good products but not as reliable as you would expect based on the price. We've had a Miele C3 for about 10 years now and it's been as reliable as clockwork.We gave up on them years ago and have had far better service out of a Shark and a Miele.
In my head they make me think of JLR - great design let down by unreliability.
Never owned a Dyson or ever wanted to. Have used two of their upright models at parents and in-laws and found them to be over-designed and annoying to use. Both have had problems with their Dysons.
Go Sebo or Miele if you want a reliable, durable and effective vacuum cleaner, IMO. My Sebo upright does a superlative job of keeping my carpets looking tip top.
Go Sebo or Miele if you want a reliable, durable and effective vacuum cleaner, IMO. My Sebo upright does a superlative job of keeping my carpets looking tip top.
Not vacuum cleaners - but Richer Sounds were amazing.
I bought a TV, I returned it after 6 months for a full refund - the TV wasn't broken, but the features that they though and I thought it had, it did not (the US version does, the EU/UK version strangely does not and cannot).
Richer Sounds didn't care what HiSense had to say and just sorted it out. Incredible customer service.
I bought a TV, I returned it after 6 months for a full refund - the TV wasn't broken, but the features that they though and I thought it had, it did not (the US version does, the EU/UK version strangely does not and cannot).
Richer Sounds didn't care what HiSense had to say and just sorted it out. Incredible customer service.
We've had two Dyson vacuum cleaners at O/H's insistence and I disliked them both for their poor design. The tools kept falling off, they were unstable, the hose retraction and stowage was a PITA, the flex was too hard so wouldn't lay flat on the floor and they were heavy and awkward to carry.
Hateful things, best forgotten.
Hateful things, best forgotten.
Byker28i said:
I've got two dyson cleaners, the second went to my daughter when we sold the Welsh house.
Battery failed recently on one (because it was in a hot conservatory) dyson sent a new one quickly.
Phone them, you get a quick response
0800-298-0298
This talk to them, the warranty is probably best going.Battery failed recently on one (because it was in a hot conservatory) dyson sent a new one quickly.
Phone them, you get a quick response
0800-298-0298
Wife’s V12 has been completely replaced apart from tools
i ordered a vacuum cleaner from them and had exactly the same problems as the OP. The issue turned out to be Parcelforce in the end, they are absolutely shocking. After multiple conversations with Dyson, and threatening to cancel the order, I think they gave Parcelforce grief.
It seems Parcelforce are changing their systems and using contractors to boot! It's an absolute mess.
It wasn't just Dyson's order but two others I had problems with.
It seems Parcelforce are changing their systems and using contractors to boot! It's an absolute mess.
It wasn't just Dyson's order but two others I had problems with.
P-Jay said:
Sounds like they've chased every last penny using 'efficiency'.
That's exactly what has happened. Years and years of redundancy and offshoring. The last round last year took the majority of the UK workforce...avoid at all costs. They have been outmanoeuvred by their competitors who beat them to market in some cases with their own tech!! Always been a fan of their vacuum cleaners but I’m keeping our old ones going as they are properly powerful uprights, not the toy battery handheld things they make today.
However, they lost me as a customer after my wife's Supersonic HD-01 hairdryer started playing up at around 6 years old, and I was informed that it was no longer supported, unrepairable and would I like a discount on a new one?
As an engineer by profession I thought "Stuff that; I'll fix it myself" as I'm fairly sure it's only a loose connection inside it. However, I then discovered that you have to physically break the knobs off the switches in order to take the handle off - what a genius piece of design!
It's still in the garage as I can't quite bring myself to throw it away or sell it for parts, yet I can't quite be arsed to fix it either.
As an aside, I did have a cathartic year or so taking the piss out of Dyson on LinkedIn whenever they mentioned "recycling", "repairability" or boasting about their environmental credentials, and it did actually result in a message from them asking me to contact them about said hairdryer.
Sadly, it was sent from an account that was set up so that you couldn't send any messages to it...
However, they lost me as a customer after my wife's Supersonic HD-01 hairdryer started playing up at around 6 years old, and I was informed that it was no longer supported, unrepairable and would I like a discount on a new one?
As an engineer by profession I thought "Stuff that; I'll fix it myself" as I'm fairly sure it's only a loose connection inside it. However, I then discovered that you have to physically break the knobs off the switches in order to take the handle off - what a genius piece of design!
It's still in the garage as I can't quite bring myself to throw it away or sell it for parts, yet I can't quite be arsed to fix it either.
As an aside, I did have a cathartic year or so taking the piss out of Dyson on LinkedIn whenever they mentioned "recycling", "repairability" or boasting about their environmental credentials, and it did actually result in a message from them asking me to contact them about said hairdryer.
Sadly, it was sent from an account that was set up so that you couldn't send any messages to it...
The trigger on our V11 vacuum failed yesterday. Googling how to replace shows a regular problem with almost all of the commentators stating that Dyson use the cheapest, most fragile plastic parts that it’s possible to find. There are hundreds of metal aftermarket parts available via Amazon and the like with all stating the same about the quality of the plastic originals. If something else breaks whilst I replace the trigger then I’ll likely be switching to Shark or similar.
Previously I had issues with a hairdryer purchased for my wife. Customer service was virtually non existent and I gave them a 1 star review on one of the usual sites. They responded to this stating that, if I contacted them again, they’d investigate … I did so and am still waiting for a response 18 months later. Very disappointing.
Previously I had issues with a hairdryer purchased for my wife. Customer service was virtually non existent and I gave them a 1 star review on one of the usual sites. They responded to this stating that, if I contacted them again, they’d investigate … I did so and am still waiting for a response 18 months later. Very disappointing.
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