Thread Number: 36390  /  Tag: Brand New Vacuum Cleaners
My Experience with Dyson
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Post# 390088   4/7/2018 at 20:24 by HonestJoe68 (Mansfield, Ohio)        

Hi Guys,

I think everyone knows by now, even though I’m relatively new to vacuumland, that I love and collect any and all vacuum brands, models or types according to my whim or preference as an eclectic vacuum collector!

But I have to share my excellent experience with Dyson customer service. I currently own 20 Dyson products, but that includes fans and the Hot and Cold Heater too. I have called customer service before for simple questions or to order replacement filters, etc and always received excellent customer service. It’s funny but now every time I call the agent says something along the lines of “oh my you own a lot of Dyson products”! One representative even informed me she has worked for Dyson for almost 8 years now and she said she has never before seen a customer’s “Your Machines” list show on her computer as so large it showed “Next Page” to view everything I own. So what happened this last time speaking with Dyson is almost unbelievable.

I needed to order a Cyclone and Dirt Bin for my almost TWO year old V8 Absolute because it had a very strong, offensive odor that I could not get rid of and since I am a “follow all the rules” kinda guy, I refused to wash or soak the cyclone unit in water like many YouTube videos I have watched. SO for the longest time, I just didn’t use my V8 and would grab the V7 or V6.

About 4 weeks ago I decided to go ahead and spend the roughly $53 bucks to replace both items and hopefully end the horrible odor issue. And before anyone asks, No I did not suck up food or anything gross, only household dirt and pet hair. So thinking that would be the best way to be able to enjoy my V8 again, I placed my order online. Then days later, as I still checked daily.. my parts that had indicated “In Stock” when placing the order, showed status “Waiting”. So I called and spoke with customer service and got an explaination of why my order was delayed and then I was assured my order would “ship out” that evening and I would have my order in Three business days. So long long story short after weeks and many calls to customer service and being told MANY conflicting stories and arrival dates and reasons that I did Not have my parts yet (all from very friendly, well meaning representatives).. I got mad and gave up on trying to even get the parts. I politely asked the representative if I could simply Cancel the order and get a refund to my credit card. The agent then proceeded to tell me, I’m sorry sir, we cannot cancel the pending order and you have to WAIT until is ships out to you, then call us for a return authorization and take it to UPS and then when we receive the parts back, we will refund your money. Ok, so it’s roughly $60 bucks of my money.. so I have to wait and I have to take the boxes back to UPS.. blah blah blah

SOOOO at this point I admit I was angry and I said to her, never mind and even though I was very upset, I still maintained a polite manner and informed her I was very disappointed in Dyson and this is the very first time I was totally disappointed in my customer care experience. Then I said since I have no other choice but to wait, I will wait but I probably will never order online again. HERE is where it gets good! This lovely Dyson agent understood my frustrations and was NOT simply going to pass the buck or let me be angry or upset. She asked if she could put me on hold and try to see if a supervisor could help me, but came back and explained none were available (it was 9pm and closing time for phone customer service anyway).. so I said never mind, and thank you. After we ended our call she must have contacted her Supervisor the next day and explained the situation and how my parts were showing available and “in stock” but not yet shipped to me and this after many weeks how it was frustrating to me.

Sorry this is so long winded.. but I want to show how Dyson really does try to correct thier mistakes and they DO seem to care about their customers and maintaining a good standing. For one reason or another I accidentally missed two calls that next day from Dyson. So finally on the Third call, the following day, we connected and it was a senior Dyson supervisor. He introduced himself and started to explain he would like the opportunity to correct this issue right now and make things right. Then he explained that the problem started with their online inventory system (which oddly enough everything Online at USA Dyson.com is taken care of totally by the UK Dyson division) as it was incorrectly showing parts in stock and the distribution warehouses here in the US did Not have those parts.. etc. He said he was very sorry for the error and promised me the previous reps were not lying and simply trying to figure out when my parts would arrive according to my home location, etc but in fact they failed me by giving incorrect information. (ALSO, he mentioned prior to calling me, he personally reviewed the recordings of all my previous calls regarding this issue, and apologized for the mistakes made by several Dyson agents) But he also said “I make no excuses for anyone here and I truly apologize for the fact that we failed you as a customer Mr. McConnell and I would like to do my best right now to make this up to you.”

The Supervisor then said he would be sending me a Completely Brand New V8 Vacuum, Free of charge, expedited shipping to my home and then he said he had cancelled my parts order, my card was fully credited before he even called and asked if that would be ok with me... WOW. He also informed me for my inconvenience, he was sending me additional V8 Tools and the Black and Blue Dyson Tool Bag and asked if there was anything else I could think of that I would need in order to try and resolve Dyson’s mistakes and make me a happy, satisfied customer again. I was flabbergasted and truly impressed to the point I am now even more loyal to Dyson, when I already was and even though I had been a bit miffed, I understood things happened. My V8 was almost Two years old and this was NOT a warranty issue nor a defect in my vacuum.. it simply was a matter of a strong odor that I was willing to remedy with replacing the parts myself.. BUT Dyson Replaced it with a brand new machine anyway!

So, love Dyson or hate them.. it is what it is.. I am convinced Dyson has some of the very best customer service and warranty coverage of any vacuum I own and far better than Most companies in general. The Icing on the cake was on the following day, a lovely senior customer service representative called me, so she could give me the tracking number of my brand new V8 and confirm the delivery date that next day and to make sure I was still completely satisfied. Then she said, Mr. McConnell were you aware that Dyson considers you a VIP preferred customer?? I kinda knew I was but wanted to see what that entailed... she proceeded to tell me as a VIP I get 25% off the cost of any device (Excluding the brand new V10 for the first two months or release) and I will always receive Free expidited shipping on every order, and I am eligible for free in home trials, in return for my review on Dyson.com, and afterwards I get to keep that machine free of charge. WOW again, blown away.

SO here are pics of my beautiful new Dyson V8 and again I am SO sorry this is so lengthy but I wanted everyone else to know the lengths Dyson went to keep me a happy customer.

Thanks everybody! Patrick


  Photos...       <              >      Photo 1 of 5         View Full Size



Post# 390104 , Reply# 1   4/7/2018 at 23:58 by Hank (Cali)        

hank's profile picture
Honestly I have wanted to pick one of these up for a while. They look pretty cool. I’ve also heard from my local vac shop that dyson is pretty good with honoring their warranty and authorizing repairs too. Good to hear they did right.

Post# 390112 , Reply# 2   4/8/2018 at 04:32 by huskyvacs (Northern Indiana, United States)        

huskyvacs's profile picture
Wow! Very lucky circumstance there!

I've got 5 Dysons myself, all derelict that I got for cheap and plan to fix up/restore. 6 if you count the V6 clone sole by Aldi under their Easy Home brand.


Post# 390113 , Reply# 3   4/8/2018 at 04:34 by huskyvacs (Northern Indiana, United States)        

huskyvacs's profile picture
Oh and by the way, do you know if you can register used secondhand Dysons on Dyson's site? Or does it have to be brand new out of the box ones?

Post# 390117 , Reply# 4   4/8/2018 at 07:52 by crazykirbydude (Lexington, KY)        

crazykirbydude's profile picture
They can have the best warranty in the world, but that doesn't make their vacuums clean any better! At least it's not Eureka customer service....

Post# 390128 , Reply# 5   4/8/2018 at 09:36 by HonestJoe68 (Mansfield, Ohio)        

Hi Hank!
I would go for it if you’re still interested in the V8 and check out the website because since you’re in the USA also, you can take advantage of the $60 discount and the Three Free additional tools offered by Dyson.com It’s a great vacuum and I was using mine almost daily for most of the two years and like I said, Dyson really work hard to keep their customers happy.

www.dyson.com/sticks/dyso...

Hi Huskyvacs!
The registration of a Dyson vacuum is only when they are first bought, by the first owner. BUT if you need anything, don’t hesitate to call and speak with customer service as I’ve heard many stories where Dyson will still offer free help and free parts for vacuums when they are not brand new. I know one example is Ben on YouTube (BeaterBarBen) he had bought a second hand Big Ball Cinetic where the previous owner had vacuumed up some kind of cheesecake and Ben mentioned he bought it super cheap as he didnt care about it’s “horrid smell” lol and he called to order a new bin and cyclone assembly and according to his words on Dorian (HooverLux) video they did together, Dyson sent him FREE of charge the Cinetic Cyclone Assembly and Dirt Bin and Brushroll Assembly to him!! They really do work with their customers.. I find they are more likely to help if you explain the situation and are polite. Just depends on the age and model of your Dysons too.. I’m sure Ben’s was still under the Five year warranty on the Cinetic.. so I don’t know how old your’s are? Hope this helps

Thanks CrazyKirbyDude, I understand and agree regarding Eureka. Too bad but maybe they will get better as I’ve heard they are ready to launch a bunch of new and reworked models and most of them, if not all of them will have bright LED lights on the front! I’ve already seen older models marked down in preparation I’m sure for this new launch. It’s a shame as Eureka once was a great vacuum and really nice company.

Thanks guys!

Patrick



Post# 390134 , Reply# 6   4/8/2018 at 11:44 by panasonicvac (Northern Utah)        

panasonicvac's profile picture
I don't have much of an opinion on Dyson customer service. Usually I hear mostly mixed reviews so maybe it depends on what they're dealing with. My old vacuum store was a Dyson dealer and they've always had good service from them, if they say they are good then I believe them.

Actually Eureka has been really good to us since the store I work for is a Eureka dealer, of course they don't make vacuums like they used to anymore but I'm looking forward to their new models that are coming out.





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