I jumped on the Dyson bandwagon several years ago with both feet. Having six dogs and at the time four cats, we desperately needed a vacuum that could handle everything from dog hair to cat litter and the Dyson reviews said these vacuums could do all that and more.
Picked our first one up at Costco during their Black Friday event which helped take the sting out of the price. It did work great up until the point when a roller bar broke. It still continued to work but left wheel marks across all the hardwoods. Since it was under warranty I contacted Dyson to order a replacement part only to be told that part was out of stock. It continued to be out of stock for the next three months. At that point, I was told they were going to send me a brand-new replacement vacuum, which they did. And once again life was lovely.
Until a year or two down the road when the replacement unit needed a different part. A $9 part. Which Dyson said they wouldn’t send out because it needed to be installed by a “factory trained technician” with the closest service center two hours away. Tried to set that up…for a plethora of reasons it couldn’t/didn’t happen. I called Dyson back and was instructed to take the vacuum to my nearest UPS location and they would ship it to the main service center and that I would have it back within two weeks. I took it that day, December 4th and UPS didn’t have a clue what to do with it. They made a couple calls, printed out a receipt and I thought everything was good to go. Oh, no, no, no.
Two weeks go by. No vacuum, no confirmation email, so I get on the phone. This was Monday, December 18th. It is now Friday, December 22nd and as I write this, I’m on hold with Dyson customer service and have been for 24 minutes. And this has been a daily occurrence every day this week.
On Monday I discovered they didn’t have my unit. Turns out when UPS called Dyson they were given the wrong address and sent it to New York to the exchange center instead of Illinois to the repair center.
On Tuesday after several more phone calls Dyson finally said, “no worries! We’ll just send you ANOTHER new vacuum. And you’ll be getting an email later today containing the tracking number.”
On Wednesday I called back because I received no email. Was told it was being processed.
On Thursday I called again because I received no email Was told it was being processed. At that time I asked to speak to a supervisor. Was told someone would return my call within two hours. That was almost 24 hours ago. I was offered additional tools for my trouble. I explained to the CSR, it was pretty ridiculous to offer tools for a vacuum I don’t even have at this point.
Now it’s Friday December 22nd. Amanda told me that she sees where my replacement unit has been approved but a tracking number hasn’t been issued yet because the unit hasn’t been shipped and she doesn’t know when it will be shipped. Once again I asked to speak to a supervisor and have been holding now for 42 minutes.
So here it is three days before Christmas. I still have the six dogs and now only three cats but I have also gained a live-in three-year-old granddaughter along with her mother and my only vacuum is a $100 Hoover stick, which while it works great, certainly can’t keep up in both battery life and canister size.
Bottom line, at this point I have no idea if or when I am ever going to get either my old vacuum back or the new replacement one I was promised. But I can guarantee one thing: I WILL NEVER BUY ANOTHER DYSON PRODUCT EVER AGAIN. And that says a lot considering in addition to the vacuum, I also own a Dyson heater/fan and a Dyson air purifer/fan.
I am done. Life is too short for this kind of frustration and incompetent customer service. All because of a $9 part we could have easily replaced ourselves.
**Also their line about a two hour email response 24 hours a day is BULLSHIT… did that on Monday, still haven’t heard back. Also the log-in feature on their website has been down the entire week and online chat is not up and running either.