Dyson review: Customer and warranty service by telephone staff

Today, on 2nd November 2023, I had to telephone the support team on the [protected] number. I did this at 12.56pm. I really hope that the call was recorded !

All I want to do is get my wife's cordless hair straighteners repaired.

As i identified myself to a girl on the phone I was asked from my name, then my address and post code, followed by the email address.

I was told the postal address was wrong.

This was then corrected.

I was asked what was the product. Hair straighteners, I said.

Whats was the Serial number. I told her this.

By the time I finished telling her what the serial number is, she was only repeating the first 3 characters. I repeated the serial number once more.

Then I was asked if it was in warranty. I said I didn't know, but my wife had used this for about a year. I was asked for the serial to check the warranty. I said the check is not needed, be she was insisting that the product needs to be registered to check the warranty. I told her that the product is already registered, as its on the My Dyson customer portal. The one I created when I registered my email address and postal address details and registered all my Dyson products. I was told there was only 2 products on the system allocated to my portal. I said there was many more and I had the "My Dyson" portal open in front of me at the time.

I could tell this person what very inexperienced and I had to repeat what I was saying many times. I asked to speak to her supervisor. I'm told that the supervisor is not around. I asked to speak to a manager. No managers were around, was the response. Could I be put through to another colleague to help me. No because she was the only person around.

An unsupervised beginner ! Again I asked to be put through to her manager. I was put on hold and after a short time, she returned to say the manager will be in touch with you between 24 and 48 hours. I'm not confident that will happen and I'm still with a product that I just want to be repaired.

Why is the My Dyson information available to be right in front of me, with all my appliances (all five of them), but the Dyson employee can only see two of them. THEY ARE DYSON. I explained that I was not happy repeating myself continually, and being asked to register appliances when I have registered them all anyway. My personal data was not recorded correctly, the appliances I own and are correctly registered was not an accurate record, I wonder if I should approach the firm and request a subject access request, and forward my request together with this complaint to HM Govt Information Commissioners office. I could be supported by alternative means after selecting their WhatsApp reply service, which is on their own website pages, as soon as you select it and use it, Dyson reports that this method is no longer available. Why is it on the web page then? The alternative Digital assistant doesn't work, because the description of a "purple" button to press doesn't exist, and can't be found at the bottom of their webpage, as the recorded telephone message describes. I completely doubt if any manager is going to phone me in 24-48 hours to deal with my complaint.