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AIBU?

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Original poster

Consumer Rights advice - aibu for being pissed off with Dyson

34 replies

Newtothis2023 · 28/10/2023 10:31

I know there's far worse things going on in the world and this is nothing of significance, but I'm so sick of big consumers monopolising the market and having shitty customer care.

I was gifted a dyson hair straightener for Christmas in 2020, so coming up to 3 years since purchase. And we all know these are far from cheap items and are a luxury to have. I love mine and use it very regularly, if not daily. The battery started giving me trouble in the summer and won't last 5 minutes when using it (despite being charged overnight).... The straightener just cuts out without warning within 5 minutes, so technically the battery is faulty and not fit for purpose.

I was messaging customer care for nearly 2 hours yesterday, which is ridiculous in itself, and one of the reasons I didn't contact them sooner as I rarely have the time to spend explaining again and again what the issue is. Anyhows, their solution is they'll give me 25% off to buy a new one (costs €500 new) or I can buy a refurbished one for €120. I'm furious and disappointed with this solution. They're charging me to fix a faulty product.

I know the product is out of it's 2 year warranty but do I have any rights here?

Sorry for the long message and thanks for any advice. I don't know if I'm being unreasonable for being furious with this solution and feeling let down as a consumer or if they're being fair with their solutions. Advice welcomed please and thanks.

OP posts:
Dodie66 · 28/10/2023 10:40

I would think as the product is out of guarantee you don’t have any rights. They have offered you a refurbished one which I think is reasonable
you have had 3 years use out of it so I don’t think you will get anywhere getting it replaced for free

Tracker1234 · 28/10/2023 10:41

I honestly think you are at fault here especially when you state you don’t have time to complain. I know that complaining now is a complete PITA and you need to pump yourself up to get it done. I also know how much Dyson products costs and of course you should be able to use it every day. It’s not just for best!

I have found now with complaints that you log it somewhere on their portal to get a date stamp. Or even write to them via the post. Then you ask them to contact you via email. If they try and call you it never comes at the right time and they could claim that you didn’t answer…

I would get the refurbished one if it was me.

If the warranty is 2 years then you could I guess argue that isn’t enough but where does it end?

NewPapaGuinea · 28/10/2023 10:42

Was it bought directly from Dyson or a retailer? Your complaint would be with whoever it was bought from. It then comes down to how long it would be expected to last. I’d expect a €500 hair straightener to last longer than just under 3 years. Google “6 year consumer rights”

Princessfluffy · 28/10/2023 10:47

I was gifted a v expensive Dyson cordless vacuum and the switch went after only 18 months. Apparently this is super common.
Dyson refused to replace the switch and would only replace the whole motor unit which seemed very eco unfriendly and also very expensive as an approach.

Got it fixed locally for £60. My Miele on the other hand has been going for ten years with no issues. So I'm not impressed with the build quality and durability of Dyson based on my own experience.

LaraMargot · 28/10/2023 10:49

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Tracker1234 · 28/10/2023 10:58

I have their hairdryer- still going after 8 years. Used every day. Having said that I wouldn’t buy again. There are plenty of others much cheaper like Paris and GHD’s. Now my 13 year old GHDs are a different matter. Have the cordless version as well and these are great when you are out and about. Would rush to buy another pair if God forbid they conked out

NewPapaGuinea · 28/10/2023 10:59

PS. I think it’s ludicrous that products are increasingly going battery powered, yet the battery is often non-replaceable.

Smurfmurf · 28/10/2023 11:02

They are nearly 3 years old. The warranty is a standard 2. You say you use them “if not daily”. While it’s frustrating, they are out of warranty with good use. I can’t see how you think you’ve any come back here.

JustAMinutePleass · 28/10/2023 11:04

Post it on social media - someone at Dyson will soon find a way to give you the refurbished one for free.

Brahumbug · 28/10/2023 13:11

Forget the warranty. Your rights under the consumer rights act 2015 are clear and you can bring a claim against the retailer for up to 6 Years after the purchase, assuming you are in England or Wales.

Original poster
Newtothis2023 · 28/10/2023 19:05

Thank you, it's good to see what others think

OP posts:
Original poster
Newtothis2023 · 28/10/2023 19:11

@Tracker1234 thanks for your message. Yeah in hindsight I should have emailed them. I was thinking I had until December but obviously got it wrong. They are impossible to get a hold of, I spent 40 minutes in the queue and still had another 30 minutes wait so I decided to hang up and web chat with them instead, waste of 2 hours of my time. I must look into emailing going forward to keep a record. Thanks for your input.

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AfraidToRun · 28/10/2023 19:13

It's experienced a fault after 6 months so if you are returning it because its faulty you would need a report to show it existed at time of purchase as an inherent fault and not something you have done in 3 years (not saying that you have).

The retailer can decide to replace, fix or refund but they are allowed to take into account that you are losing a 3 year old appliance not a brand new one so I think a refurbished one is a good deal personally.

Original poster
Newtothis2023 · 28/10/2023 19:14

@NewPapaGuinea exactly. Thanks for your email. I read that there is a 6 year consumer guanantee for faulty products and I'm going to see if I can get anywhere with this. I know the warranty is out but for dyson to just wash their hands from a faulty product of theirs I feel is in very poor taste. I bought it from dyson and tried calling the dyson hub I bought it from but the number is not in use..... Their customer care is probably somewhere outside of EU. Thanks for your input

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Original poster
Newtothis2023 · 28/10/2023 19:16

@Princessfluffy yep we're on our second dyson handheld hoover and I honestly don't think I'd go with them again as the battery doesn't last long. I can just about get two rooms hoovered before it cuts out.

OP posts:
junbean · 28/10/2023 19:17

YANBU but nothing is made to last anymore. They design things to break and we're so accustomed to it we now expect to buy things every 2 years or less. That's why they have the 2 year warranty instead of lifetime.

Princessandthepea0 · 28/10/2023 19:18

A battery is a consumable and you would expect it to degrade after 3 years of regular use. You were lucky to be offered what you were.

DappledThings · 28/10/2023 19:19

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Quite. It's really annoying.

Original poster
Newtothis2023 · 28/10/2023 19:21

@LaraMargot no need to get your knickers in a twist. It's grammatically ok to say this. If you don't like it move on and don't be so rude!

OP posts:
RedRiverShore4 · 28/10/2023 19:22

I doubt a battery would come under the six year rule or people could say the same about mobile phones and laptops

Original poster
Newtothis2023 · 28/10/2023 19:26

Thanks everyone for your replies. It's good to get some perspective on this. While it's frustrating that the battery didn't last for 3 years, I appreciate everyone's input. I still strongly feel that it's a let down that this product didn't last longer, given the brand name and cost, and while there is the 6 years protection for consumers for faulty products I think I'm just going to have to suck it up. Not sure if I'll pay to get a refurbished one or not... And my hair might thank me for it if I don't 🤣🤣

OP posts:
Gnomegnomegnome · 28/10/2023 19:28

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Yes! I think that I am in love with you!

See also ‘sourced’.

hedgehoglurker · 28/10/2023 19:28

Overnight battery charging might have killed it. I don't know how long they advise charging for, but I've ruined a few rechargeable items like robot vacuums, etc, by leaving on charge for too long. Unless it has an effective charging shut off, you might be "cooking" the battery and reducing its life.

Princessandthepea0 · 28/10/2023 19:29

RedRiverShore4 · 28/10/2023 19:22

I doubt a battery would come under the six year rule or people could say the same about mobile phones and laptops

They don’t. Not even for cars, phones, etc. They are considered wear and tear items. They degrade over time and have a finite charging life. 3 years of daily use sounds about right for a rechargeable battery. They are actually being more than fair with their solution and it’s probably because it is a high ticket item. You wouldn’t get that from a popular phone company - been there!

Original poster
Newtothis2023 · 28/10/2023 19:30

@AfraidToRun i would have been delighted with a refurbished one but was disappointed they were charging me approx. €120 for it. I would also would have been happy if they sent me a new battery 🤷

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