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CB Vacuum Cleaners Dyson Order exchange - faulty vacuum
Dyson

Dyson review: Order exchange - faulty vacuum

G
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4:59 am EST
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7th October - Order:[protected]

Initial contact made. Replacement part ordered over the phone

15th October

Messaged through Whatsapp for an update on the order

27th October

Messaged through Dyson chat for a further update as replacement part still not received. Item was shipped that day

31st October - Order:[protected]

Replacement part received. Issue not resolved. Contacted through Dyson chat and another replacement part was ordered. Different part this time

1st November - Repair reference:[protected]

Second replacement part did not resolve the issue. A collection date of 7th November was given for the vacuum to be collected and repaired

8th November - Order:[protected]

Messaged through Dyson chat as item was not collect on 7th November. Was told the V10 extra was out of stock and a V10 absolute would be sent instead. Date of 10th November given for item exchange

10th November - Order:[protected]

Messaged through Dyson chat as again, the item was not collected. I was told the V10 absolute was out of stock and advised a V11 would be sent instead. Third collection date given of 14th November.

14th November - Case ID:[protected]

Messaged through Dyson chat in the morning to see if the exchange was happening that day. Was assured that it 100% was so I sat in waiting for a 3rd day. Messaged again in the evening as the item was not collected. At this stage I asked for a complaint to be raised as this issue was first raised on 7th October. I could not be given a new collection date and was told that I would receive an email within 24-72 hours with an update.

16th November

Messaged through Dyson chat for an update as an email had not been received. I could not be given an update and was told I would receive an email within 24-48 hours

18th November - Order:[protected]

Messaged through Dyson chat as no email had been received. The agent ordered the V11 replacement and said I would receive it on 20th November. I was given a different order number than the one sent in my email. The agent gave me order [protected]

20th November - Case ID:[protected]

Phoned Dyson to see was the exchange registered and if they could see if it was scheduled. I was told that it was scheduled for collection on 20th and I may or may not be given the replacement at the same time. I was 100% assured it was happening so for a 4th day, I sat in and waited for the courier. This did not happen

21st November

I am now raising a complaint as I do not feel assured that a complaint was raised on 14th November as I requested. This issue has been ongoing since 7th October and I feel it should have been resolved before now. I don't feel that blaming the courier company for not collecting the vacuum is warranted as 4 times I have sat and waited. I have had to request to work from home these 4 times which is not professional at all. I need this issue resolved ASAP. Why can the replacement not be sent out in the interim while waiting for the faulty machine to be collected. This vacuum is less that 1 year old so should not already be not working. I need to know your complaints policy and how long it will take for this issue to be resolved. I have on every chat and phone call been promised that this is the last time I will need to contact Dyson and the agent has resolved the issue. I am extremely disappointed in Dyson and have lost trust completely with the company and its products. I need a response ASAP with a resolution or I will contact the Consumer Protection Commission

Desired outcome: Replacement machine sent ASAP or full refund ASAP

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    Jul 13, 2024
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