keyhole kate Posted February 22, 2014 Share Posted February 22, 2014 This is a bit epic but stick with me it's worth it yesterday the vacuum made a dreadful alien screaming noise followed by smell of burning I quickly switched off checked all the filters pipes roller nothing. Hunts down the receipt I knew it wasn't that old phones up Dyson waits a very long time with very annoying music. Jack introduces himself I explain situation give him my model serial no address postcode Jack can you switch it on so I can hear the noise Me yes oh sorry now totally dead Jack while you were waiting did you hear our announcement about closing for a few days about closing to install a new computer programme that will network between customer serv and the engineers ? Me no sorry put you on speaker and went off to do something useful Jack I'm afraid we don't have an engineer in your area Me do you mean my area or county Herts is a big county Jack your area Jack do you have a another vacuum you could use Me No Jack could you borrow one from a neighbour Me NO Jack all I can suggest is you call back on 2nd March as all our engineers are off the road until then learning to use the new computer programme Me what about Welwyn Garden City my OH works there he could take it to work with him gives him postcode and address Jack ah yes we have an engineer in WGC would you like me to book you an appointment morn or afternoon Me Yes please morn Jack okay have booked you the first available appointment on 12 march Me are you kidding me I have to wait 3 weeks for an engineer to look at my machine and that's with me doing you a favour Jack It is half term you know Me now bordering on hysteria what's that got to do with me you shouldn't let all your engineers off at the same time Jack oh no there not on holiday there busier because more people are at home hoovering Me I want to speak to someone more senior to make an official complaint Jack you can't you have to do it online at ask dyson Honestly you couldn't make it up no wonder this country's in such a mess I have indeed made a complaint on ask Dyson I can't wait to get a response Quote Link to comment Share on other sites More sharing options...
Eggasperated Posted February 22, 2014 Share Posted February 22, 2014 that's awful; I've always found Dyson incredibly helpful - can't imagine what's gone wrong. Quote Link to comment Share on other sites More sharing options...
Luvachicken Posted February 22, 2014 Share Posted February 22, 2014 Hope you get it fixed sooner rather than later. Quote Link to comment Share on other sites More sharing options...
merlina Posted February 22, 2014 Share Posted February 22, 2014 suggest you post that on their facebook site - often seems to get a reaction Quote Link to comment Share on other sites More sharing options...
chickencam Posted February 22, 2014 Share Posted February 22, 2014 The last time we had cause to need a Dyson engineer, we also had to wait a couple of weeks, October half term, but we were going away so no hoovering needed. We got a complete new motor just inside guarantee so was pretty pleased. This is the problem with needing engineers from a specific place like with extended guarantees etc. Hope that you get a good response to your complaint. It does sound like you may have hit a wrong place one time moment. Quote Link to comment Share on other sites More sharing options...
soapdragon Posted February 23, 2014 Share Posted February 23, 2014 Appalling 'service' - personally I hate Dysons as they are so heavy and don't (IMHO) 'pick up' as well as other 'hoovers' that I have used. I have a Miele cylinder thingy which has been fab - hope it doesn't break down now I am very interested to hear how Dyson 'resolve' your issues Quote Link to comment Share on other sites More sharing options...
Grandmashazzie Posted February 23, 2014 Share Posted February 23, 2014 Not a fan of Dyson either.I have Miele upright,which is heavy,we also have a henrietta which is my fav.Much better with dog hairs than Miele and we got Miele for dog hairs.Good luck with complaining. Quote Link to comment Share on other sites More sharing options...
keyhole kate Posted February 23, 2014 Author Share Posted February 23, 2014 I have to say when a previous Dyson went wrong they sent a bag you called the courier it was collected & repaired and delivered. Preferable than waiting 3 weeks for an engineer that's for sure and there will be no more dysons in this household Quote Link to comment Share on other sites More sharing options...
Alis girls Posted February 24, 2014 Share Posted February 24, 2014 Honestly I feel your pain - does this man really think more people hoover over the half term. I hoovered once despite the extra mess (thanks lads). Jack needs to get out more. what did you do in the end? This is the same reason we gave up paying a service charge to a well known utitlites people who come out the next day - spits on the floor in disgust - oh no they dont. Good luck Quote Link to comment Share on other sites More sharing options...
keyhole kate Posted February 24, 2014 Author Share Posted February 24, 2014 I haven't heard anything as yet will update when I do. I am watching freecycle just in case a Hoover comes up I did spot one in a skip yesterday I don't know if I have the guts to knock on there door and ask if it works and can I take it Quote Link to comment Share on other sites More sharing options...
Guest Posted February 24, 2014 Share Posted February 24, 2014 Dy-son are expensive to repair, heavy, and overpriced. Vax are the work of the devil you would get better results with a dustpan and brush. I am a cleaner so know about these things, the problem with many of the bagless cleaners is that people just do not clean out the filters enough so they get clogged which puts strain on the motors. I have Hetty for my house and she is great, a very well behaved young lady. Good luck with your complaining I hope you get a good result. Quote Link to comment Share on other sites More sharing options...
Alis girls Posted February 24, 2014 Share Posted February 24, 2014 I do hope you get it sorted. I remember reading about some woman who locked a machine repairer in her house and woudldnt let him out as she was messed about so much and they had to deliver the spare there and then. Sadly this wouldnt have helped with Jack who sounded 2 sarnies short of a picnic. hes probably about 16 and hasnt experienced much of life yet. I agree service in the UK is dire. No wonder we are becoming a nation of whingers. Quote Link to comment Share on other sites More sharing options...
soapdragon Posted February 24, 2014 Share Posted February 24, 2014 The idea of kidnapping a repair man until the job is completed sounds verrrrrry interesting Might keep them on their toes a bit more! Quote Link to comment Share on other sites More sharing options...
Alis girls Posted February 25, 2014 Share Posted February 25, 2014 We'd then have the headlines about some poor Dyson chap being traumatised as a housewife held him prisoner and fed him tea and scrambled eggs (due to egg glut) till a part arrived. We are also a nation of wimps. Its definately a true story I just havent got the courage to do it ............but when push comes to shove................. Quote Link to comment Share on other sites More sharing options...
soapdragon Posted February 25, 2014 Share Posted February 25, 2014 I'll keep scanning the newspapers then Quote Link to comment Share on other sites More sharing options...
keyhole kate Posted March 1, 2014 Author Share Posted March 1, 2014 This is the long awaited response from Dyson please tell me your thoughts ! Hi Mrs ******** Thank you for your e-mail dated 20th February 2014. Please accept my apologies for the delayed reply. I have been asked to send this reply to you on my manager's behalf. I’m sorry you have had a problem with our service. We take customer care very seriously at Dyson and we do all we can to provide the best service possible. I regret that we have disappointed you on this occasion. I have checked into the your record and I can see that you called requiring an engineer for your DC33 on 20th February 2014. All our advisors are trained to help as much as possible, so as there was a delay with the engineer, he checked to see if other options would help you, whether you were able to borrow one to tide you over. Whilst this is not an option that suits you, we have many customers where this does suit. I can see that we have advised you that due to new processes being put into place there is a delay on the engineer visits. I appreciate that this does not help you at the moment but once the new system is in place it will improve the service we offer to all our owners. As you mentioned in your e-mail, previously you have been pleased with our service and not had a problem. So can I ask that you please be patient with us through this change over period and I'm sure you will see the improvement in the services available to you in the future. I can see that Amanda has booked an engineer for you for the earliest that was available, which was 11th March 2014. She has, also, ordered you a flexi crevice tool as a good will gesture and to say sorry for the delay. I have checked today to see if there is any way we can get an engineer to you any quicker but he is totally booked up still. As I'm sure you are aware, we train our engineers to offer excellent customer service. The engineers work for Dyson directly, we do not sub-contract out to other companies. Your machine has a 5 year guarantee and if a third party worked on your machine it could invalidate your guarantee. To keep your machine running at its best, we have a great online resource that I’m sure you’ll find most useful. Just go to: http://www.dyson.co.uk/Support.aspx select your machine and follow the links. As mentioned above we are introduucing a new system so on the 27th of February we will be closing at 2pm and will remain closed for 2 days. This means we will be unable to reply during this period, we will respond to any emails as soon as possible, once we reopen. If you require any further assistance, please do not hesitate to contact us. Kind regards, Linda McMeechan Customer Liaison Quote Link to comment Share on other sites More sharing options...
chickencam Posted March 1, 2014 Share Posted March 1, 2014 That is quite a rambling and not very professional reply. I am not sure that it does anything more than consolidate their position, rather than address your concerns. It wouldn't encourage me to use Dyson in the future. Quote Link to comment Share on other sites More sharing options...
Alis girls Posted March 1, 2014 Share Posted March 1, 2014 Were you after a flexi crevice tool? sounds er painful. Quote Link to comment Share on other sites More sharing options...
merlina Posted March 1, 2014 Share Posted March 1, 2014 It is quite a rambling reply, but personally I would rather have that than one of those awful stock 'off the shelf' replies - they *really* raise my blood pressure I'd go back to them saying you appreciate their efforts but it's simply not good enough and you should not receive less than satisfactory service because of their operational issues. Remind them you bought the Dyson relying on the guarantee offered and you consider them to be in breach of reasonable performance (that's the legal wording) Tell them you would have expected them to authorise overtime for an engineer or to let you have a replacement Dyson as they had not been able to meet their own targets as they, themselves have admitted. Ask that if the person receiving your communication cannot authorise this they escalate it to someone who can. Finally, tip for all irate communications of this ilk, write 'without prejudice' in capitals at the top. That's more legalese that often wakes people up (it means your letter cannot be used as evidence in subsequent court proceedings - so adding it gives someone notice that you just might be thinking of suing) Quote Link to comment Share on other sites More sharing options...
Olly Posted March 1, 2014 Share Posted March 1, 2014 Having worked in the complaints handling field, I actually think that it's a good reply. She's addressed the points you've raised and given an explanation, and has offered you a free tool. It may not be ideal to close their systems down for two days but I don't suppose that was a decision taken lightly and once they had decided on that, there's not much they can do. This is a vacuum cleaner after all - you're not going without heating or hot water. It's annoying and it may well put you off ordering a Dyson again but a lot of vacuum cleaner manufacturers don't offer any after-sales service at all. Quote Link to comment Share on other sites More sharing options...
WitchHazel Posted March 1, 2014 Share Posted March 1, 2014 I think it is a very good reply. It has obviously not a stock letter. She's taken time to address your points, she's explained what happened, and she's looked again to see if anything can be done to get you an appointment sooner. SOrry to disagree with others, but I think this shows a lot of care. In the end, if their engineer is booked up, the engineer is booked up. I'm sure if they could make a slot available they would. It's unfortunate that this has all happened when they are doing what seems to be a fundamental change to their systems, which is making the problem worse than perhaps it otherwise would have been. I also think the fact they had already arranged to send you a free attachment as an apology is very good customer service on their part. They didn't have to do that. I don't think they are in any breach of contract. If you are going to write back, I would suggest that being nice is likely to get you further than threatening to be nasty. Just my two pennies worth. Quote Link to comment Share on other sites More sharing options...
soapdragon Posted March 1, 2014 Share Posted March 1, 2014 Well, just what the doodah are you supposed to do until 11th March? Ask all the dirt to kindly congregate in a corner until then? Quote Link to comment Share on other sites More sharing options...
WitchHazel Posted March 1, 2014 Share Posted March 1, 2014 Well, just what the doodah are you supposed to do until 11th March? Ask all the dirt to kindly congregate in a corner until then? Possibly. It's a good excuse Or if desperate to clean, either try Freecycle to see if you can get hold of an unwanted vac to tide you over, or ask a friend/family member/next door neighbour if you could borrow theirs for an evening. It's not inconvenient, I know, but it's not really that difficult. Quote Link to comment Share on other sites More sharing options...
Alis girls Posted March 1, 2014 Share Posted March 1, 2014 Ask all the dirt to kindly congregate in a corner until then? thne you can use your flexible crevice tool - can't you? Quote Link to comment Share on other sites More sharing options...
keyhole kate Posted March 1, 2014 Author Share Posted March 1, 2014 As far as I am concerned all she did was reiterate the points I had raised and totally ignored my suggestion of a loan vacuum or send a replacement as mine it was only a year old on New Year's Eve I don't think either if these suggestion were beyond that if a major company and as for the awaited flexI crevice tool if any one would like it let me know as I have one it comes with the DC 33 anyway. Clearly there customer service department do not know there own products I am beside myself without being able to vacuum what with DDs dog and our B & W cat who sleeps on our black sofas aggh by March 11th I will be able to knit a new cat I have borrowed DD1s but she can't be without hers as she has a big hairy Labrador. I am so annoyed with there lack of service I am tempted to buy another vacuum and take them to the small claims court Quote Link to comment Share on other sites More sharing options...
