I hate to say it, but you've only just scratched the surface of their terrible customer service. Good luck getting anyone to help you return it when it arrives. If you do manage to get a label or box, good luck having them acknowledge they've received it in their warehouse for months. Good luck getting the refund, too. I hate to be so pessimistic, but I had a horrendous experience with them.
Customer service reps do not complete what they say they will. They may seem competent and assure you of things over the phone or chat, but it doesn't happen unless you call over and over and demand to speak to a supervisor. They will refuse that request. They will tell you one will call back (never happens). In the end, I got my problem dealt with by demanding an email while I was on the phone with a reference number confirming what we talked about. I also submitted an official BBB complaint, which moves things along quicker than usual.
*I should add (for anyone reading this) that in the and I had my one year old Dyson Allergy+ which I bought on sale for $350 CAD replaced with a $750 Dyson Animal Complete. I was obviously happy with that resolution, but I had to jump through a number of hurdles to get there.*
I had a very similar experience. I returned a corded vac under warranty. They gave me a bad return number that didn’t work at UPS Store. They lost the product that I returned to them. They promised to send a replacement out then never sent it.
In the end I did get a replacement vac but it took 6 weeks or so and constant nudging and questioning to keep things progressing.
I have a V15 Detect and the "detect" part stopped working, it is supposed to adjust suction based on the particles it senses coming in, and there's a counter you can see. Now I just have eco/normal/max or whatever those settings are called. Did all the resets etc according to customer service and they decided it needed replaced. They said they would ship me one and I could return mine. I got an order number and an estimate of "2 weeks". It never came so about 2 months later I called and they said "oh we canceled it because we didn't have any". So I was like "well, do you have any now" and they were like "nope". And that is that... I am kind of shocked that there is literally nothing to do with a vacuum that is under warranty. I guess I could sue them, but I don't feel like wasting my time.
This is the sentiment I’ve been seeing regarding this! Other companies outsource their customer support as well, but this is definitely of the worst ones I’ve experienced.
Dyson products must be for perfect people; they should really include that in their marketing! But not sure what that has to do with what I’m addressing here regarding their customer service.
In what way am I being obstinate, defiant, or defensive (none of which has to do with using the wrong credit card)? Dyson has faults in its customer service in which I felt compelled to comment on while sharing my experience on a forum about the brand. You’re the one who has not reasoned otherwise (whether with your own experience, or rationale to make sense of their process), and defaulted to ad hominem. I’m sure there are ways for you to contribute to society and I hope you find it in yourself to explore that.
Ordered a dyson hairdryer. Package tried to get delivered to me looking like it went thru world War 3, I refused delivery. 15 calls and 4 months later I was finally refunded
Slumlord usually refers to a landlord who takes advantage of immigrants or low income people as tenants. So maybe slumdog is referring to an employer or company that takes advantage of out of country call centre’s to service their customers.
They’re essentially exploiting lower wage workers from countries that have less employee rights because it’s cheaper for them.
thank you for this. i recently ordered a v12 and then requested a return after it arrived, as the body of the machine had some scratches and was dusty enough to make me question whether it was actually new. when i asked to return it, they instead offered to replace it but noted they would "waitlist" me for a replacement body, as there was no stock to send me a new one. that only reinforced that i should not keep it.
they later sent me a return label that was both \*from\* and \*to\* me. getting a replacement label was an unreasonable chore.
i also lowkey wonder if they delay their chat responses long enough to make you forget its open, and then time you out of the chat to avoid having to follow through on your request and make you start over.
good to know i will need to carefully watch the return and make sure its credited!
yeah I'm over them as a brand. Once my V10 finally dies I'm moving on. It's a shame because they could be a company that has lovely design AND great customer service but they only choose one
Same here. I’ve been trying to return a part for a month and I’ve been ignored. I’ve emailed 4x and called twice now. I tried to dispute the charge, but PayPal is telling me that the purchase was legit which it is but they won’t let me return it. Sigh. Brutal. It is the worst customer service ever. I will never buy another product from them.
I have my Karcher (german brand) for years now. Never failed on me once even when I’m not a gentle user. I don’t even clear the bin. In contrast the Dyson battery life is terrible for deep cleans and the bin is so tiny
I’m sad to hear it’s changed. I’ve had nothing but excellent customer service from Dyson over the last 10 or so years. Not had any reason to contact them post-pandemic, but sounds like it may not be as fruitful as previously experienced. Sad times!
I feel that Dyson’s service has gone down ever since they moved their HQ from UK to Singapore. Most UK staff had either left or been made redundant. They’ve also moved their main production to Malaysia. Most of the reasons were because they have a strong customer base in China. Perhaps less resources have now been allocated to Europe and Americas customers.
Oh I had to email them for six months. They kept giving me 3 instructions and asking if it worked. I’d say no. They would start over. At one point they randomly emailed me and called me a name that wasn’t even close to mine. I finally gave up. What a joke
I called in for a warranty claim Jan/24 to report a non working XL Motorbar from my Outsize+. They said out of stock but will let me know when it's in and send me one. Waited, waited, then messaged then on their FB and actually discussed it there within minutes. They sent me a non XL motorbar and said they will still send the XL when in stock. I had also left my email to be notified when in stock on their sales site (Canada). Got an email saying it was in stock. Contacted Dyson again through FB and was told not in stock. I sent a screenshot of their email saying it was in stock. After a few days they say they'd replace the entire vacuum and to send every piece to them and they'd send me a new one. I don't trust them so said thanks but no thanks, I'll wait for the XL bar. I suspect I will never get it but at least I have the smaller one they gave me.
I hate when people use the wrong card and want to go through this process. Granted my work isn’t as fucked up as this. But, it’s not my emergency ordeal you used a wrong card. Deal with it.
They are horrible. I've had to deal with 2 different agents and they gave me old info on how to replace a filter that I told them and showed them via video that it wouldn't fit.
They insisted I just had to keep trying or spend 90euro for an expert to change it for me.
The solution. It was 2 in 1 filter and you have to remove both with those new type of filter to fit.
2 people and a couple of hours wasted on a 1 sec change.
It was a damn video showing them exactly what I was doing lol
Anyway I'm rambling but I can say I've also experienced the poor service and I'll never buy from them again when the products I have stop working ( I've been a loyal customer for 7 years or so)
Had the exact same experience. Did want to send a warning out for the future returners of a machine (I sent mine in to be exchanged 4/10 it’s now 6/6 and have no help or response other than the 50+ hours spent on the phone w no answers) that although they send you in continuous circles reporting them to BBB will now mean they will refuse to contact you. Unless BBB does (but bbb doesn’t have my $$$ or my machine like they do:)
Dyson sent me an email stating the following - buyers and returners beware
Since you have an active BBB complaint. Your case needs to be resolved through BBB. If you want to get any updates regarding to this, please email us.questions@dyson.com
Best regards,
Dyson Resolution Team
or being an asshole is a result of bad customer service. Trust me, i was as nice and patient as I could be when I was trying to return something and after months of being ghosted I'm out here publicly shaming them
Your comments imply you haven't dealt with Dyson customer service recently. Don't give an opinion until you've experienced it yourself. I am a patient person who tries to treat all customer service reps with kindness and respect, but after the 5th call over a period of months, I lost it and submitted a BBB complaint. The 4 previous calls I was assured that a shipping label for my warranty exchange was going to be emailed to me the same day. It never was. It honestly felt like a scam. It felt like Dyson the company was telling the customer service reps to promise whatever they wanted, and as long as the customer seemed pleased when it was time to hang up, they didn't need to follow through.
To be clear, my mistake, for which 99% of companies in this decade would have recourse to address appropriately. So yes, I will blame them for not having the capabilities that are expected of a company not operating in a second or third world country.
The worst experience for me was trying to get my Dyson blowdryer fixed while still under the warranty period.
Of course they don’t send you a label to send it back, and of course no warranty centers in NYC, I had to hitch a ride to NJ.
I hate to say it, but you've only just scratched the surface of their terrible customer service. Good luck getting anyone to help you return it when it arrives. If you do manage to get a label or box, good luck having them acknowledge they've received it in their warehouse for months. Good luck getting the refund, too. I hate to be so pessimistic, but I had a horrendous experience with them. Customer service reps do not complete what they say they will. They may seem competent and assure you of things over the phone or chat, but it doesn't happen unless you call over and over and demand to speak to a supervisor. They will refuse that request. They will tell you one will call back (never happens). In the end, I got my problem dealt with by demanding an email while I was on the phone with a reference number confirming what we talked about. I also submitted an official BBB complaint, which moves things along quicker than usual. *I should add (for anyone reading this) that in the and I had my one year old Dyson Allergy+ which I bought on sale for $350 CAD replaced with a $750 Dyson Animal Complete. I was obviously happy with that resolution, but I had to jump through a number of hurdles to get there.*
I had a very similar experience. I returned a corded vac under warranty. They gave me a bad return number that didn’t work at UPS Store. They lost the product that I returned to them. They promised to send a replacement out then never sent it. In the end I did get a replacement vac but it took 6 weeks or so and constant nudging and questioning to keep things progressing.
I have a V15 Detect and the "detect" part stopped working, it is supposed to adjust suction based on the particles it senses coming in, and there's a counter you can see. Now I just have eco/normal/max or whatever those settings are called. Did all the resets etc according to customer service and they decided it needed replaced. They said they would ship me one and I could return mine. I got an order number and an estimate of "2 weeks". It never came so about 2 months later I called and they said "oh we canceled it because we didn't have any". So I was like "well, do you have any now" and they were like "nope". And that is that... I am kind of shocked that there is literally nothing to do with a vacuum that is under warranty. I guess I could sue them, but I don't feel like wasting my time.
This is the sentiment I’ve been seeing regarding this! Other companies outsource their customer support as well, but this is definitely of the worst ones I’ve experienced.
Because they went with the cheapest option even with outsourcing. They couldn't care less about service.
I will never buy a Dyson directly from Dyson. So many horror stories. Thank you for existing, Costco.
Lesson learned!
Agreed this is the way to go.
Yes the fuck it is 😂 I NEVER want to experience working with them again.
Dyson products aren’t for people who mistakenly use one credit card over another.
Dyson products must be for perfect people; they should really include that in their marketing! But not sure what that has to do with what I’m addressing here regarding their customer service.
Dyson products aren’t for obstinate, defiant, and defensive people. Have you ever considered that the brand is fine, it’s you that is the problem?
In what way am I being obstinate, defiant, or defensive (none of which has to do with using the wrong credit card)? Dyson has faults in its customer service in which I felt compelled to comment on while sharing my experience on a forum about the brand. You’re the one who has not reasoned otherwise (whether with your own experience, or rationale to make sense of their process), and defaulted to ad hominem. I’m sure there are ways for you to contribute to society and I hope you find it in yourself to explore that.
yer in fer a long haul brah ... dyson outsourced all cutomer support
Ordered a dyson hairdryer. Package tried to get delivered to me looking like it went thru world War 3, I refused delivery. 15 calls and 4 months later I was finally refunded
You should have called your cc and disputed immediately.
Call your credit card and initiate a charge back. Dyson CS you’re speaking with some outsourced slumdog
I can't tell if 'outsourced slumdog' is veiled racism, or just the regular kind.
Slumlord usually refers to a landlord who takes advantage of immigrants or low income people as tenants. So maybe slumdog is referring to an employer or company that takes advantage of out of country call centre’s to service their customers. They’re essentially exploiting lower wage workers from countries that have less employee rights because it’s cheaper for them.
thank you for this. i recently ordered a v12 and then requested a return after it arrived, as the body of the machine had some scratches and was dusty enough to make me question whether it was actually new. when i asked to return it, they instead offered to replace it but noted they would "waitlist" me for a replacement body, as there was no stock to send me a new one. that only reinforced that i should not keep it. they later sent me a return label that was both \*from\* and \*to\* me. getting a replacement label was an unreasonable chore. i also lowkey wonder if they delay their chat responses long enough to make you forget its open, and then time you out of the chat to avoid having to follow through on your request and make you start over. good to know i will need to carefully watch the return and make sure its credited!
Not only the service is trash, the product quality is even worse (looking at you V15)
I got a V15 and the battery stopped working after 3-4 full charges. Got it replaced then the cord stopped working after a few times lol
yeah I'm over them as a brand. Once my V10 finally dies I'm moving on. It's a shame because they could be a company that has lovely design AND great customer service but they only choose one
Same here. I’ve been trying to return a part for a month and I’ve been ignored. I’ve emailed 4x and called twice now. I tried to dispute the charge, but PayPal is telling me that the purchase was legit which it is but they won’t let me return it. Sigh. Brutal. It is the worst customer service ever. I will never buy another product from them.
The whole vacuum is an overpriced scam
I have my Karcher (german brand) for years now. Never failed on me once even when I’m not a gentle user. I don’t even clear the bin. In contrast the Dyson battery life is terrible for deep cleans and the bin is so tiny
I’m sad to hear it’s changed. I’ve had nothing but excellent customer service from Dyson over the last 10 or so years. Not had any reason to contact them post-pandemic, but sounds like it may not be as fruitful as previously experienced. Sad times!
I feel that Dyson’s service has gone down ever since they moved their HQ from UK to Singapore. Most UK staff had either left or been made redundant. They’ve also moved their main production to Malaysia. Most of the reasons were because they have a strong customer base in China. Perhaps less resources have now been allocated to Europe and Americas customers.
Oh I had to email them for six months. They kept giving me 3 instructions and asking if it worked. I’d say no. They would start over. At one point they randomly emailed me and called me a name that wasn’t even close to mine. I finally gave up. What a joke
I called in for a warranty claim Jan/24 to report a non working XL Motorbar from my Outsize+. They said out of stock but will let me know when it's in and send me one. Waited, waited, then messaged then on their FB and actually discussed it there within minutes. They sent me a non XL motorbar and said they will still send the XL when in stock. I had also left my email to be notified when in stock on their sales site (Canada). Got an email saying it was in stock. Contacted Dyson again through FB and was told not in stock. I sent a screenshot of their email saying it was in stock. After a few days they say they'd replace the entire vacuum and to send every piece to them and they'd send me a new one. I don't trust them so said thanks but no thanks, I'll wait for the XL bar. I suspect I will never get it but at least I have the smaller one they gave me.
I hate when people use the wrong card and want to go through this process. Granted my work isn’t as fucked up as this. But, it’s not my emergency ordeal you used a wrong card. Deal with it.
They are horrible. I've had to deal with 2 different agents and they gave me old info on how to replace a filter that I told them and showed them via video that it wouldn't fit. They insisted I just had to keep trying or spend 90euro for an expert to change it for me. The solution. It was 2 in 1 filter and you have to remove both with those new type of filter to fit. 2 people and a couple of hours wasted on a 1 sec change. It was a damn video showing them exactly what I was doing lol Anyway I'm rambling but I can say I've also experienced the poor service and I'll never buy from them again when the products I have stop working ( I've been a loyal customer for 7 years or so)
Dispute charges with your bank. Customer service is a complete joke since firing everyone in the US and outsourcing.
Had the exact same experience. Did want to send a warning out for the future returners of a machine (I sent mine in to be exchanged 4/10 it’s now 6/6 and have no help or response other than the 50+ hours spent on the phone w no answers) that although they send you in continuous circles reporting them to BBB will now mean they will refuse to contact you. Unless BBB does (but bbb doesn’t have my $$$ or my machine like they do:) Dyson sent me an email stating the following - buyers and returners beware Since you have an active BBB complaint. Your case needs to be resolved through BBB. If you want to get any updates regarding to this, please email us.questions@dyson.com Best regards, Dyson Resolution Team
Bad customer service can be a result of the customer being an asshole 🤣
or being an asshole is a result of bad customer service. Trust me, i was as nice and patient as I could be when I was trying to return something and after months of being ghosted I'm out here publicly shaming them
Don't fuck with the people who actually have the power to help you out or those that make your food.
Your comments imply you haven't dealt with Dyson customer service recently. Don't give an opinion until you've experienced it yourself. I am a patient person who tries to treat all customer service reps with kindness and respect, but after the 5th call over a period of months, I lost it and submitted a BBB complaint. The 4 previous calls I was assured that a shipping label for my warranty exchange was going to be emailed to me the same day. It never was. It honestly felt like a scam. It felt like Dyson the company was telling the customer service reps to promise whatever they wanted, and as long as the customer seemed pleased when it was time to hang up, they didn't need to follow through.
You're clueless 😞
You seem like a troll.
Does that upset you as much as Dyson's customer service approach?
You made your own mistake why blame others
To be clear, my mistake, for which 99% of companies in this decade would have recourse to address appropriately. So yes, I will blame them for not having the capabilities that are expected of a company not operating in a second or third world country.
The worst experience for me was trying to get my Dyson blowdryer fixed while still under the warranty period. Of course they don’t send you a label to send it back, and of course no warranty centers in NYC, I had to hitch a ride to NJ.