Need help with Dyson - appalling customer service!

[Giraffe888]

Can anyone advise where I can go next with this?

My neighbour bought a dyson airwrap and has had it replaced a few times from being faulty. The most recent one is faulty again, she’s not very tech savvy so asked me to complain

I contacted Dyson and they said they’d collect it, repair and return within 7 days

They collected it on 15th April, I chased the following week and they said it was repaired and just needed sending back and we’d get a delivery date within 48 hours. Heard nothing so I rang again and they said they’d escalate and if hear within 48 hours

Still nothing, so I rang again and asked for a manager call back. Told I’d get one in 24 hours, no call

Called again and they said they’d escalate again to the workshop, again still not heard anything

Rang again today to be told will definitely hear within 24 hours

I got annoyed and said it wasn’t good enough, that I didn’t believe I would actually get a call. Asked to speak to a manager but ‘they can’t do that’. Asked for an email address but ‘they don’t have one’

I know full well I won’t get a call within 24 hours. What can I do next??? It cost her £450 and they’ve now had it for 3 weeks and I’m getting absolutely nowhere

Try social media. Generally, companies respond to that.

Agreed. Only thing I tend to use X (twitter) for these days. Most often they reply (businesses)

I’ve messaged them on Facebook but I’m sure they’ll ignore it. I’ll look for twitter, I’ve not used it for years so need to try and remember my login

Hi there, I was wondering what you ended up doing as I'm in the same situation now. Spent £99 on a repair for my Dyson fan, they said nothing was wrong with it so sent it back without touching it. Clearly untrue, so I immediately asked them to have another look and then the second set of engineers decided it's faulty and unrepairable. Now because this second repair was "free" they won't refund the £99 and the only solution they give is 25% off another purchase or returning my broken machine?!

If it's faulty and under 6 years old and you can prove the fault is inherent and not caused by you. You are entitled to repair, replacement or refund under the consumer rights act.

Why people pay for extended warranties and repairs baffles me. KNOW YOUR RIGHTS...

I would lodge with small claims court and send them evidence of this. I expect they will back down.

If you haven’t done so already raise a formal complaint, if this doesn’t get you anywhere raise the complaint with the ombudsman.

Hey,

what did you do to resolve this in the end? I’m having the exact same issue at the moment with my airwrap & getting nowhere via email, phone & live chat. I have no idea what to do!

I sent a message to Hanno Kirner on LinkedIn. He is the CEO of Dyson. Someone contacted me a few days later and I managed to get my problem sorted with my Dyson vacuum.

This.

Never again would I go near a product of theirs.
I have numerous friends who feel the same.