Worst customer support I've ever received!
I have a problem with the motor head on my Dyson V8 (wheels don't turn properly). I first tried customer support through chat: got nowhere, the agent (was it human? still not sure) couldn't grasp what I was having a problem with despite photos and detailed description. Gave up after about 90 minutes...no exaggeration! Since then, I have called three times, no call lasting less than one hour. They agreed that the problem was covered under warranty and proposed two solutions: since the necessary part was not in stock, I could wait until it became available (no timeline estimate, but if it fell outside of the warranty period, too bad, it wouldn't be covered...huh?!?!), or ship them the whole vacuum (nothing wrong with the vacuum itself) and they would send me a new one (so...I'm without a vacuum for at least two weeks...I can live with that...but they won't guarantee the turnaround time). I asked that the problem be escalated, and after waiting 20 minutes I spoke with Miguel ("a manager") who gave me a speech about company policy and said take it or leave it...he couldn't give a damn and became belligerent.
As a manufacturer of a premium product for which I paid a premium price on the expectation that service would be available if required, Dyson has done a terrible job with their support. Good (not great) product, the worst support.
- Approximate cost of services:
- $450.00