Dyson Bad Service (After Sales Service)
As a user of the Dyson V12, I encountered a problem with the telescopic tube within the warranty coverage. During my communication with the customer service center, I mentioned that the purple cyclone part had been shedding since I purchased it, which I believed to be abnormal. A tissue test was conducted; the tissue literally stuck to the vacuum, indicating that it was drawing in air from the outside, affecting its suction power. I requested a shipment on May 13, 2024, and the product arrived a week later. It would have been faster if I had sent it abroad. Later, upon receiving the service form, I noticed that only the tube part had been processed, so I contacted the customer service center. I requested that the purple cyclone part be serviced before the product left the service center, but they kept me waiting from May 22, 2024, until May 25, 2024. Finally, when I asked for a clear answer in an email I sent today, they admitted that no action had been taken and asked me to resend the product once it arrived. They sent the shipment notification. It's ridiculous; the product will arrive, I'll create a new form, and the same process will repeat. For a month, my baby and I, both with dust allergies, have been suffering. This kind of inconvenience is unacceptable from a company like Dyson. Your post-purchase process is extremely poor, with no coordination among departments. I demand immediate resolution of my grievance. The correspondence is attached. They initially denied the problem, but they themselves admitted that no action was taken afterward.
The vacuum cleaner was sent to me with the claim that it was repaired. It was in better condition when I sent it. I couldn't get the vacuum cleaner to work; it gives a warning that the filter is not in place. We tried it multiple times with customer service, and it worked by chance only once. The purple cyclone (the clover part) was not processed, and the tissue test stuck again as expected. Then it stopped again with the filter not in place warning. Additionally, the trigger part and the charging socket are not fixed; they move around. The telescopic tube's metal part was changed; a plain metal tube was attached, and the plastic parts have scratches from the disassembly and reassembly process. All of this was documented by the communication center. We are sending it back again, and I have been without a vacuum cleaner for 16 days. If I had just taped the tube and used it, at least I would have a working vacuum cleaner. There has still been no response related to my writing here.
Dear 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 care. Our solution center representative will contact you as soon as possible to provide support. Best regards, Dyson Turkey
It's been another week since I sent the vacuum cleaner, and there's still no call or inquiry :) The importance given to customer satisfaction in after-sales services is evident. If the products don't break down, use them well; in case of a malfunction, woe is me :)
Although it was late, the issue was resolved, and in the final stage, my satisfaction was achieved. Thank you...
