Top critical review
1.0 out of 5 starsDo not buy this vacuum cleaner! It breaks quickly, and Dyson customer service is a joke!
Reviewed in the United States on April 19, 2024
I would love to give this product 5 stars. I really would. At first, my wife thought that I was crazy spending so much money on a vacuum cleaner. But as long as it works(!), it is a great product.
However, Amazon first shipped me a broken unit, which never turned on. To be fair, Amazon send a replacement within 2 days, which was great!
But after less than a year, the vacuum cleaner stopped working. It automatically turns off every time after 2 seconds. I did the typical debugging steps: checking for any blockage, cleaning all components, including the air filter. But nothing worked.
Then I started reaching out to Dyson's so called "customer service"... and this is when the horror started. The online customer service was a joke - they told me that my device was already registered 6 months before I even bought it. Then they claimed that they would send me a replacement part, as soon as I upload my proof of purchase, which I was supposed to do via email. After I did that, another Dyson representative reached out to me via email, starting to ask me all kinds of troubleshooting questions yet again (apparently they had no record of my previous online chat history with them).
I realized quickly that you get a new representative every time you write them an email (even on the same thread), so I called them (another stupid mistake of mine...). I spent 55 minutes(!) on the phone with a representative, who eventually told me that I would need to wait at least 3 weeks for a replacement part. 3 weeks - even though Dyson is happily selling tons of V12 online with plenty in stock! This is ridiculous and in my mind a clear case of fraud. The fact that they do not have replacement parts (in my case it is the main unit) means that this is a common issue for this device. And yet they happily sell those parts to new customers, instead of replacing the broken parts of existing customers.
After a while, I was able to convince the representative on the phone to send me a completely new vacuum cleaner, in order to finally have a working vacuum cleaner again in less than 3 weeks. She told me that I will receive a new vacuum within the next few days, and I should just ship back my existing broken vacuum afterwards.
I waited...
After 2 weeks, I called them again. I was told that the previous representative made a mistake with my return order, but the person promised that he fixed the issue, and I should finally receive a new vacuum within the next 10 business days.
I waited again...
After another 14 business days (today), I called them again, since the replacement unit of course never arrived. After taking my return order number, the person on the phone said "I will look into it now", and hung up!!
I am so upset about spending so much money on a Dyson product! As a hardware engineer myself, I know that things break, even after a short amount of time. I fully understand and respect that. But the fact that Dyson's customer service is so extremely unprofessional and incompetent is really frustrating. I thought that I bought a high quality product, that also comes with good customer service, but I guess I was wrong. Very wrong!
Dyson for sure lost a customer today. And please, let this be a warning to you: DO NOT BUY THIS PRODUCT, OR ANYTHING ELSE FROM DYSON!
