Good product, horrible customer service
Considering Dyson is an industry leader for vacuums, the customer experience is abysmal.
We've had our Dyson V11 for less than a year, yet we've had quite a few issues with the vacuum which is concerning so early into its use.
The main problem however above the product itself is their customer service. The hold/wait time when calling their customer service number is an average of 30 minutes+. It's been over 4 weeks where we have been unable to use our V11 due to several faults. Each time I've called, their representative will send us a new specific part which they say will solve the problem. Except it hasn't. We've had several new parts sent to us, including a new battery which does not work whatsoever.
Finally, after several weeks Dyson suggested that they just send us a new V11 as a replacement and take our old one. They told us it will arrive on a specific day, to which it did but the courier forgot to bring a return label and therefore was unable to deliver us the new vacuum replacement! Such incompetence which you would not expect when paying £600 for a vacuum from such a large established company like Dyson.
It's not been a week since the day they were meant to deliver us the replacement vacuum, and we're still waiting..unable to use our current V11 which does not work.
The worst part of all of this is how difficult it is getting through to their customer service team. The waiting time is unacceptable and for this reason I would bear this in mind if you are considering purchasing anything from them.
The product itself is good - but not worth the flagship price that they're demanding considering a) it's faulty in less than a year & b) poor customer service.
Antwoord van Dyson UK
Hi there Umesh, thank you for your review and we do apologise for any inconvenience this experience has caused. We would like to raise this exchange with our courier team for you, so we will send you a private message now and hopefully this will be resolved shortly.