I sent my Dyson V12 vacuum cleaner and hair removal head to service. The issues I reported were peeling and bruising on the cyclones, loss of performance, and frequent filter washing warnings. Regarding the hair removal head, it would sometimes stop functioning without getting stuck anywhere, and the headboard was loose and likely to fall off soon.
The product stayed in service for only 1-2 days, which makes me doubt they properly examined the issues, especially with the hair removal head. They simply cleaned the unit and sent it back. However, during service, the product was damaged. Upon receiving the parcel, I found that a part was missing from the unit. The cyclones were visibly broken and empty.
I had specifically requested over the phone that it be handled with care because, in the past, Dyson had returned another vacuum cleaner of mine with scratches, blaming the damage on shipping. I packed the V12 carefully in its original box, ensuring it was securely supported. Yet, Dyson did not return my original box. Instead, they sent it in a flimsy, poorly packed parcel, and the vacuum arrived broken.
When I called Dyson, they assured me that they would send me a replacement immediately. Trusting their response, I waited. However, when a shipment arrived, it was marked as a return request instead of a replacement. I canceled it, confused, and later received a message saying another shipment was on its way. Thinking this was the replacement, I waited again, but it was canceled as well.
I called Dyson to explain my complaints, insisting that they send me a new product because the damage was their responsibility. I requested the main body, hair removal head, and my original box to be returned. I even discussed this over a video call, and they assured me they had noted everything and would follow up soon.
After a week of waiting, I called again, only to be told I needed to process a refund, as if none of my previous conversations or requests had been recorded. Every time I call, they tell me they’ll resolve the issue and send the product, yet the next time I call, they act as if there is no record of these discussions.
I feel like Dyson is mocking me. They lied about their actions, ignored my requests, and only processed a return label without addressing the actual problem. I demand that all records of my case be reviewed immediately. I want my Dyson V12’s main body, hair removal nozzle, and original box sent to me as promised!
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