A great vacuum until it doesn’t work. I live alone - vacuum every other week. Just within the 1 year warranty the vacuum began stalling out while in use. I called Dyson, was told it would be covered by warranty and referred to an authorized repair shop. Shop said the cord needed to be replaced. After 2 weeks with no word, I called the shop to be told that parts were on order - any day. Waited another week. Called again and was told the same thing. Called Dyson - polite apologies, there are no back orders for cords that we know of, we’ll call the shop. They call back to tell me I can get a loaner from the shop, my Dyson should be ready soon. I drive 20 miles to get a loaner, which has to be returned asap even though I still have no vacuum. (Another 40 miles of driving and 2 hours of my time) 4 weeks after dropping it off I go to pick it up and am told its ready but the repair’s not covered. I had to get on the phone in the shop to Dyson for 20 minutes to straighten that out. I finally get the vac home a few days ago and begin vacuuming and it stalls out again. I call Dyson. They’re so sorry but they’d like to personally see the vacuum. They’ll fax instructions to the nearest UPS store. All I have to do is drop the vacuum off there. So now I’m looking at another 10 days with no vacuum, but I dutifully haul the vacuum over to UPS only to be told that they don’t have a box that it will fit in, will have to rig something up with more than one box and alot of peanuts and its going to be really expensive and I have to pay for it. Plus they’re too busy to do it now and don’t know when they’ll get to it. Now I’m feeling very much like a duped, trained seal . . . I get back to my office and call Dyson. I get the same old sympathy but am no longer buying it. I ask to speak with a Supervisor. I’m told she’s on a call. I say that’s okay, I’ll wait. No, I don’t want voicemail. After a 10 minute wait, I’m in voicemail. I call back start all over. No Supervisors available, I’ll get a call back in 24-48 hours. And now the service rep is not sympathetic - more like rude/cold. The rep says she can tell me what the Supervisor will tell me anyway. She can call over to UPS and I can bring the vac back again. I say that is no longer appealing to me as an option, its bad enough that I again will have no vacuum, they’ve wasted enough of my time. Will they just send UPS over to pick it up. Sure, but I’ll have to wait 7-10 days until Dyson sends me a box for me to pack the vac in for UPS to pick up. . . I’m now at the point at which I wish I’d never heard of these people. Do yourselves a favor - buy yourself some other vac.
Melinda Fabrikant
Washington, D.C. 20007
Tags:
repair,
service
Vacuum Reviews
