Dyson Airwrap™ Hair Styling And Drying Set Fault
We recently purchased a Dyson Airwrap™ hair styling and drying set from Dyson. Shortly after using it, we encountered issues such as it stopping on its own. We immediately contacted customer service via WhatsApp, explained the situation, and the representative saw the problem, recorded the footage, and advised us to send it for service. We sent the product back to you, clean and complete with all accessories and its box, just as we had received it. Before the product arrived, we received an email from you stating the following: "2000 - Upon inspection, an intermittent power issue was found. The body was replaced to fix the problem. General maintenance and cleaning were done. It passed the final tests successfully." Note: According to the next email, the definition of the body is: The body of the device, including the cable and the part containing the working buttons and motor. (What’s left?) The product arrived wrapped in white paper, with the main parts tangled in hairballs, and the inner box was so dirty it was barely visible. We couldn't understand if the cable had been changed; the barcode on the cable of the returned product was crudely removed and stuck onto the new one. Dyson has the footage as a video recording. We were shocked. Even if you bought a product from a small neighborhood store, it wouldn’t be sent back like this. Anyway, we plugged the product in after it returned from service, and the same problem persisted! We contacted them again via WhatsApp video call, explained that the product wasn’t repaired, and described the dirty condition. The representative agreed and said to send it back again. We told the representative that this was the second time and that the main part of the product should be replaced due to such a critical issue. We sent the product back again. Before it arrived, we received another email. Here’s the statement from the email after the second inspection: "2000 - Upon inspection, a power interruption issue was found. The body was replaced to fix the problem. General maintenance and cleaning were done. It passed the final tests successfully." Did you notice it's the same statement? The most critical part of the product failed twice, and you claim to have fixed it and checked it before sending it back. The product came back with its main part repaired for the second time and in the condition shown in the images below. Even if you repair this product 50 times, I wouldn’t use it given the state it arrived in.
Dear Valued Customer, Thank you for sharing your feedback with us. Your satisfaction is very important to us. You can be assured that we will handle the matter with sensitivity. Our solution center representative will contact you as soon as possible to provide support. Best regards, Dyson Turkey
Dear Sir/Madam, 2-3 days ago, I explained the situation again to Mr. Hakan from Customer Service. He indicated that he understood the situation, agreed with me, and created a record to receive the product for exchange. Today (August 6th), during my conversation with Ms. Nazmiye and Ms. Gülten from your customer service, I was told that the product was sent to the service, no fault was found, and it would be sent back. I did not send this product to be checked by the service; I sent it to be exchanged. How can I use this dirty product, which has had its main part changed twice? Would you use it? Moreover, your customer representatives are practically accusing me, talking as if I am the cause of this dirtiness. You are an unbelievable company. Do not send that product back to me. Take that dirty product, which has had its main part changed twice, and use it yourself if you can. EX-CHANGE my product. I am telling your representative that you clearly cannot do anything other than relay the information from the service. The product works, fine (I don't think so!), but what action has been taken regarding its dirty condition? No answer. Am I going to be tossed around like a toy between a representative who has no authority to take any action with the service and one who cannot represent the customer and merely relays information? I am asking to be put in touch with someone who can resolve this issue, and they say there is no one. You have become an unbelievable company. Please exchange my product. I will go all the way to the head office just for what I have experienced and what you have made me experience. If necessary, I will burn the product in front of you, but I will not use it. Exchange my product. I am not a part of your poorly managed, unregulated, uncontrolled processes. You cannot approach customers in this way. I expect a resolution as soon as possible.
Sure, here is the translation of the text from Turkish to English: "Also, you are not responding to any of my emails. I am literally talking to myself!"
