Dyson V10 Trigger Stopped Working and Customer Service Made the Process Difficult

Meryem · 2024-12-02T10:24:52+03:00

The trigger on my Dyson V10 vacuum is not working. Since this issue occurred over the weekend, I had to wait two days to contact customer service, as Dyson operates only on weekdays between 9 AM and 7 PM. Anticipating the need for the serial number, I took a photo of it and shared it with my workplace, but they informed me that we would need to conduct a video call while I was with the vacuum. I asked what would happen if I didn’t have a video-capable phone or if I were elderly, and their response was to get help from someone else or take the vacuum to a service center. It’s absurd that after purchasing one of the most expensive vacuums on the market, I am expected to jump through hoops and use resources not accessible to everyone to get service. I currently live in Zonguldak, where there is no authorized service center for Dyson products. When Hakman Electronics handled the import and servicing of these products, the service was excellent, which is why I confidently purchased my third Dyson vacuum despite living in a city without a service center. Now, there’s no point in looking for an "authorized" importer, as the service has become third-rate, with no regard for customer satisfaction. To get my vacuum repaired, I must either carry it to my workplace or leave work early to conduct the video call. At this rate, buying through parallel import channels at a lower price would have made more sense, as at least I’d save money upfront. As of now, despite having my product’s serial number and invoice on hand, three days have passed, and I haven’t even reached the technical support stage. While Dyson vacuums make cleaning easier, it seems they’ve entirely given up on providing customer service.

Meryem

Here is the translated text from Turkish to English: "Today, I called again with the vacuum cleaner by my side within the specified hours, and they said there is an update, we cannot process it, call again tomorrow... I can't believe this treatment from Dyson, it's as if the company has completely passed into other hands."

Meryem

After spending two days in video calls with three customer representatives and enduring the hassle alongside the vacuum, finally, a representative informed me that they could create a technical service form for my device, which I will have serviced at a cost since it's not covered by warranty, using the serial number. I was able to obtain the code numbers. This showed me that for a possible procedure, I was stalled by two representatives for two days with "false information" and "not progressing the process." I expect Dyson to issue a very clear apology regarding this matter. Of course, an apology is meaningless unless they correct this practice. The shipping/repair stages have not yet occurred. I hope there won't be any issues there either.

Dyson

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. Sincerely, Dyson Turkey

Meryem

No contact was made. Additionally, there is no solution to this situation other than your general improvement and a clear apology. If you listen to the phone calls I made on December 2 at 09:26 and December 3 at 18:25 and 18:43, you can see how the first two calls were far from producing a solution and how the previous calls also contained false statements in light of the information I received in the third call that "the serial number would be sufficient." As a company, you need to be aware that we have the right to not use video phones as a human right, to avoid some advanced technologies and social media, and this is a very prestigious and understandable choice just like using the Dyson brand. Additionally, older people may have difficulty using these technologies. Moreover, you have a call center that operates during weekday working hours, and your request for the vacuum cleaner to be present during a video call requires me to bring the vacuum cleaner to my workplace or take time off from work to receive technical service from Dyson, which is a situation that is not customer-oriented and puts the user in a difficult position. As far as I can see from my request that was processed, you already request payment online before all transactions, and you do not provide service without payment, which already protects you against risk. At this point, instead of having a video call with the vacuum cleaner, you could ask us to fill out a form containing various issues or produce a different solution. Customer relations in a high-end brand like yours should not only be in an approach that protects your company but should also consider customer satisfaction and benefit. After all, you sell high-priced, quality-focused products, not price/performance ones. I have been using Dyson since the 90s, and I have used 2 of your corded vacuums and one upright vacuum. Although I am very satisfied with the products, I have noticed a significant decline in customer service compared to the past, as I have received after-sales service many times from Hakman company for my old corded products in terms of technical service, parts supply, etc. I hope you make an effort to improve this. Instead of being called by the solution center, apologizing for the difficulty and tension I experienced over two days and the significant loss of time, and indicating that you have relaxed this practice or providing training to your call center staff on when it can be relaxed would be a very sufficient solution.