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Over-Rated Product, Horrible Customer Service
Posted by MyDyson sucks on 02/05/2010
CARLYLE, ILLINOIS -- My husband purchased my DC25 at a Loew's store as a Christmas gift in December 2008. I immediately went on-line to register my vacuum.

At first the vacuum worked great though the hose IS very stiff and awkward to use. Last month I noticed the vacuum lost suction and the button to engage the beater brush wasn't working. This means your roller brush won't work.

I e-mailed the company. They e-mailed me back saying I should call them. I had my son call for me and what follows is bizarre and unsettling. The phone service tech told my son that we were not registered! He also told my son that because we did not register our warranty could not be honored. Folks, my warranty documents which came with the vacuum specify that as long as you have your receipt verifying your purchase date (and I do)you have a five year guarantee of free parts and labor. He also told my son that repair costs could go up to $100.00, maybe more but don't worry they have a cap on those charges. My son said with costs for repair that high people would just go buy another vacuum. Get this, he said, that's the best thing to do because these vacuums are so affordable compared to ones in their class!!!!!! Affordable!!!!!!!!!! WTF!!!!! My husband paid a little over $400.00 for my vacuum and this monkey suggests we can simply go buy a new one!!! When my son tried to call them again this week (within their suggested phone hours) no one picked up the phone. I e-mailed them again telling them this all well as the comments made by their "service rep." I have received no reply. My husband thinks this is a crooked company and I'm beginning to think so too.

Bottom line folks, save your money and buy an American made, cheap vacuum. It'll work just as well and when it goes, just dump it and save yourself the hassle of dealing with customer service reps who obviously know nothing about their product or serving anyone's needs except this greedy company.

     
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Posted by ChuhBaca on 2010-02-05:
I'm sorry you had that experience with the company; it doesn't speak well for them. Personally, I beleive that the strongest measure of customer service is how a company deals with a problem. Do they view it as an opportunity, or a bother. While not the worst experience I've heard, this is definitely not a positive experience.

That being said, we have a Dyson in my house and love it! We purchased probably 6 years ago and it works as well as the day we brought it home. I have noticed poor performance once in a while, but that was because it just needed to be cleaned (the roller brush, or a clog in the line). A couple of minutes and it's back to new.

As for the price, we had someone demo some high end vacuum and they were asking $4,000 for it!
Posted by saj80 on 2010-02-05:
Per the FTC, registration is not required for warranty coverage. I purchased a Dyson about a year ago, and have the same problems; loss of suction, rollers wearing out, etc. I, too, agree that they are overpriced and not the greatest quality, and will never even consider buying another one.
Posted by Slimjim on 2010-02-05:
Bingo Saj. I have never heard of registration being a condition of warranty. All it does is prove when you bought it if you lost your receipt. BTW, It also helps them prove a unit is out of warranty if a retailer tries to get a customer warranty work on a unit a few months past. (That's why i never register a product). I would complaint to the FTC on this. You have a receipt showing when it was purchased new, and a busted vacuum.
Nice screw job Dyson. Booooooo!
Posted by andbran on 2010-02-05:
a friend of mine bought a animal Dyson years ago and loves it.
Posted by Venice09 on 2010-02-05:
I believe another reason for registration is to identify product owners in the event of a recall. I agree that it is not a condition of the warranty.
Posted by Slimjim on 2010-02-05:
Absolutely correct Lost.
Posted by MyDyson sucks on 2010-02-13:
After finally getting through to someone else they found my on-line registration and apologised. I will be bringing in my Dyson to a repair site located close by at THEIR expense. This person also told me that other customers complained about the first guy my son spoke to.

I used this vacuum nearly every day but do not think it should've went bad this quickly. I truly wish I could find a vacuum cleaner made in the U.S.A. and made with ALL metal parts. The plastic used in most cleaners today breaks too easily. I emptied my canister on this vacuum as soon as it appeared to be full. I kept it as clean as possible. No little kids use it either, just me.

Glad your "friend" likes his animal Dyson but mine sucks!

Posted by swimmermom on 2010-06-23:
Sorry about that.. I;m having the same problems.. Never again I will not purchase a Dyson. I depend on mine everyday. So I really need something that will work for me. Anybody know of any vacuum cleaners that are not disposable.swimmermom
Posted by mosranch on 2010-07-09:
i bought my animal vacuum three years now! just starting to have problems now. thought clutch went out($150.+/-) to replace. the nearest dyson repair is two states over. so taking a chance with regular vacuum repair guy. also to work on it you need special tool($30.). the one bad thing about living in small town, you are so limited. did work great,but never buy another. to: my dysonsucks they do make metal ones,the shop is tring to sell me one i'll find names and $
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Company refuses to repair/respond
Posted by Elliemae77 on 11/21/2010
My vacuum gathers debris around the belt. I brought it in to be repaired and the repairman refused to look at it and belittled me. I then emailed the company and received no response. I'm stuck with an expensive vacuum that doesn't work - I'm forced to pick debris out of the belt every time before I vacuum.

I've bought cheaper vacuums that worked better. Don't get sucked into the hype - just because some guy goes on the television and brags about how awesome his product is doesn't mean that it works.

Bottom line, if you want a good vacuum, it's best to buy one from a company that values its customers and charges a reasonable amount for its product. I'll never buy Dyson again.
     
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Posted by Anonymous on 2010-11-21:
I am finished and sick sick sick to death with Dyson. I agree. Wash your hands of them.
Posted by Venice09 on 2010-11-21:
Great review and good advice. I too think that Dyson is overrated and overpriced. There's nothing like a clever spokesperson with an accent to reel people in.
Posted by Anonymous on 2010-11-21:
I was shopping for a Vacuum cleaner a couple months ago and the dysons are so expensive. I went with another brand that is half the price and does same job if not better.
Posted by Anonymous on 2010-11-21:
Or a really cool fan with no blades that sounds like a lawn mower and costs $300. I hate them. Liars.
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Feeling Swindled
Posted by Tark on 03/27/2009
FORT WORTH -- My fiance and I purchased a Dyson Animal for ourselves this past February as a Valentine's gift for ourselves. We have two medium sized dogs and a cat. We were initially thrilled with the Dyson for the first week and a half. We were careful to keep the canister clean so the filters would operate properly. Then this tiny little plastic part snapped off. I contacted Dyson by phone to see about repairs. They were very nice, however finding out that my online registration never took should have been my first clue. The representative told me the website wasn't working right. No big deal she set up our registration warranty. 5 years is pretty good and considering we paid almost $600.00 dollars definitely good to have. I explained what the problem was and she gave me the location of an appliance shop in our area that would fix it. We dropped the Dyson off a day later (schedule reasons). The people there told us it could be 2 weeks before repairs would be done due to their workload and having to order parts. No worries, this is understandable.

Two weeks later I called....still no parts. I was reassured they should be in shortly and they would let us know. 3 weeks and one day later I called again. STILL no parts. So I asked them what number they use to contact Dyson. I called Dyson to see what the hold up could be. The representative was professional and understood my frustration but just kept telling me backorder, backorder, backorder...not acceptable at this point. The thing I found out was that parts are coming from New York. How could parts coming from New York still be on backorder??? I explained to the representative that I was prepared at this point to return the entire machine for a refund. Spending as much as we did and only getting a weeks use out of it and haven't seen the thing in a month now.

Once I emailed customer service through the Dyson site and twice now I've emailed them through personal email. I have yet to get a response to either communication.

I feel like I've been swindled big time. I suppose the only way to actually get a response is to call them. I plan to call over the weekend and talk to the highest manager possible. This is ridiculous...why can't the machine simply be replaced if this "backordered" part is not available. I've paid more than enough for it.

So far not thrilled with Mr. Dyson's claims of things "working properly."

I'm also not impressed with shotty manufacturing and materials trying to support such "amazing engineering"

Be ware the cash cow!
     
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Posted by BokiBean on 2009-03-27:
I found this review very helpful. Judging by Dyson's commercials and their prices I would think they would provide a better than customer service relationship than this complaint implies. Bad Dyson!

Good luck to you getting resolution. Post back here if you hear anything.
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Expensive Vacuum That Doesn't Work as Good as One for 60.00
Posted by Dland298 on 02/21/2014
Dyson customer service really isn't there to deal with your cares or concerns at all. They know you spend a lot of money for a vacuum that just keeps breaking down and their attitude is you didn't buy it directly from us so who cares.

I have had the first piece of junk finally replaced as it kept breaking down constantly and ripping hoses this is a really poorly made vacuum the Animal as it is called. Second vacuum does the same thing breaks the hoses all the time they are just a plastic hose not strong or rigid plastic but very thin see through something like a hose for a commercial hair dryer it is clear with metal coils and it doesn't stretch as far as they claim it does no not at all it just rips at the end of the plastic collar. This is not a cheap replacement hose either it costs over 50.00 for a new one.

If you don't keep coverage on the unit you are really in trouble to have to pay for the hoses up front. I have a Hoover and never ever have I had to replace the hose in all of the years that I own it and paid 60.00 for it not 600.00 like a Dyson Animal.

Not a good experience firstly buying the unit and secondly trying to keep it in hoses and thirdly dealing with rude women at the customer service department not one could care less about my concerns and I have spoken to plenty over the years. I do not recommend this vacuum to anyone and will not ever.

     
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Dyson DC 41 Vacuum Does Is Not Recommended for Use on Many of Shaw and Karastan's (Mohawk) Carpets
Posted by Kct_kathleen on 05/22/2013
CHICAGO, ILLINOIS -- On 5/21/2013 I wrote this to Dyson via their website
Dear Customer Support Agent;

We heard the advertisements addressing the Dyson DC 41. We donated our Hoover and bought the Dyson. It is lighter and seemed relatively effective on pet hair on my 20 year old carpeting (Cabin Craft Nylon)

Today I went and picked out new carpeting. To my surprise both Karastan and Shaw said not to use the Dyson on their soft carpets. Unfortunately it is these two carpet series that I like.

I feel cheated in that nothing in the Dyson brochure or users manual or in your advertisement said that Dyson vacuums are not approved by two of the largest carpet manufacturers. I would like a full refund for the Dyson (purchased at Target) so that I can purchase an "approved" vacuum sweeper from the list below. .

Standard Upright Vacuum Models
Hoover UH70120 ($100-$150)
Hoover UH70205 ($150-$200)
Hoover U5780-950 ($150-$200)
Dirt Devil UD70115 ($50-$100)
Eureka AS5203A ($50-$100)
Lightweight/No Depth Adjustment
Oreck Magnesium ($250-$300)
Oreck Magnesium RS ($450-$500)
Hoover Nano UH20020W ($50-$100)
Canister Vacuum Models
Hoover Canister S3865 ($300-$350)
Oreck Quest Pro ($350-$400)


This is the reply I received via email today:
-----Original Message-----
From: questions
To: XXXXXXX
Sent: Wed, May 22, 2013 9:13 am
Subject: RE: Dyson DC 41


Dear Sir/Madame,

Thank you for contacting Dyson. We are sorry to hear that you are not completely satisfied with your Dyson product.

In regards to your inquiry, Dyson vacuums are safe for use on all flooring types including bare floors when used in accordance with the user guide for the machine. We recommend following the guidelines set forth by your carpet manufacturer with regard to their warranty coverage.


In regards to your request for a full refund, we offer a 30 day return policy on items purchased on www. dyson. com. This includes replacements parts, tools, and machines. To get your money refunded, simply return the machine to Target and they will be happy to refund your purchase.

If you have any additional questions, contact us at questions@dyson. com. Thank you very much for your time.


Sincerely,

Dyson Online Support (rh)

For product support, troubleshooting videos and more visit www. dyson. com/support

1-866-MY-DYSON (1-866-693-9766)

The issue is
1- Dyson is NOT SAFE to use on all flooring since it is not approved by the leading carpet manufacturers and does not have the seal of approval from CRI (Carpet Rug Institute)
2- the vacuum in question is a year old, not thirty days old
3.- CRI http://www. carpet-rug. org/ states that an unapproved vacuum will damage the carpet (and void the warranty?)

Dyson does not mention this in any of their publications. They have misled me as a consumer and I want a refund of 4/5 of purchased price (since the vacuum is warranted for 5 years)....
     
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Posted by FoDaddy19 on 2013-05-22:
I'd be willing to bet the Dyson will work just fine on your carpet. Anyway, I don't think it's Dyson's fault that you chose to buy carpet that apparently has an approved vacuum list, especially when you bought the carpet after the vacuum.
Posted by BigAl on 2013-05-23:
Not wanting to play the devils advocate here but why do you think a full refund on a 1 year old vacuum is fair? What Dyson was telling you is that they have no control over the warranty from a carpet manufacturer. I personally do not see how any carpet manufacturer could determine that you used a Dyson. If it makes you feel any better, read the warranty that you will get with your carpet purchase. You may be surprised how ineffective it is.
Posted by Birdie on 2013-07-26:
We own a Dyson ball multi-floor vacuum. Had new Shaw Luscious carpet installed and found that my 4 year old Dyson will not push on this carpet. There is no way to adjust the height of the roller. I contacted Dyson and went through multiple steps with them and was told not all carpet manufactures recommend them and I should have checked what vacuums where approved for the carpet. (Who does this?) The representative said the suction is too strong for my carpet. I now have a $500 vacuum that sits in the closet. I was disappointed in Dyson and the rep offered no solution except to park it. I have a year of warranty left, but not being able to use it on my carpet is not a warranty issue. Lucky my mother gave me a 30 year old Hoover that not only works great on my new carpet, but also suctions up more on my older carpet that the Dyson ever did. Hope to get more years from this old girl, when she dies I will be looking at the Hoovers.
Posted by Byron on 2013-11-15:
We recently bought a dc41,, not a good vacuum at all !! If you are going to spend 600 on a vacuum DO NOT GET A DYSON !! Don't have time to list all the problems with the vacuum and costumer service. I will never own another one
Posted by TLWiz on 2014-02-19:
I have not used Dysons since I think they are overpriced plastic things with bad reviews but quite a few of the vacuums on the "approved" list are really crappy ineffective vacuums.
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Dyson, Shame on You Dyson Inc
Posted by Rlcarlson77 on 01/24/2013
CHICAGO, ILLINOIS -- Got a DC24 Animal in Mar 2012,it broke in May and I still don't have it back.. Called Dyson and they walked me through their "easy fix" It did not fix it... I sent pics as requested, and the same day I sent extra pics to Alexandra at Dyson, I got a letter in San Diego saying the engineers said there was nothing wrong with it. It is broken, the beater bar doesn't work, suction is bad....WHAT DO THEY THINK, CONSUMERS ARE DUMB....How did I get a letter from Chicago to San Diego the same day? I didn't, it was posted 5 days before they asked for pics of the broken beater bar... So they lied again.

I had to threaten lawsuits against them to take the vacuum for service.. Sent it it in Dec 16th 2012, today Jan 24th, 2013 and still no vacuum back....They won't return calls, all the supervisors never return calls. I have this documented by recordings and videos also... This broken beater bar damaged my carpet in May 2012, and no resolve to this issue either still to this date... Now they won't call or email back, and I have had a non working vacuum since May 2012, and no vacuum since Dec 2012, as it has disappeared in the shop somewhere.. SHAME ON YOU DYSON INC
     
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Wow, That Was Fast!
Posted by Clutzycook on 12/08/2012
A couple of weeks ago, I got the crazy idea to clean my house. I managed to get my room cleaned and vacuumed, then I started on Baby Clutzy Deux's room. I started the vacuum up, but I noticed that the roller brush wasn't rolling. I pressed the on and off button and got no response. I checked the brush for obstructions, broken belt, etc and everything was fine. So I called the customer service line. After some over the phone troubleshooting, the representative decided it needed to be taken in for repair. Fortunately Dyson gives all of its vacuums a 5 year warranty and mine is only 2 years old. I had two options. The first was to take it to the local Sears to see if they could fix it (insert blood-curdling scream here) or take it to the Dyson store about 45 minutes from my house. Fearing that I would never see my poor Animal again if I took it to Sears (and I told the representative so), I dropped it off at the Dyson store approximately 10 days after my phone call.

At the store, the salesperson asked if Friday was soon enough to get it back to me (this was Wednesday, mind you). I told him that was fine and the girls and I left (it actually took me longer to get them out of the car and situated than it did to drop off the vacuum.

The following day, as I was driving home from work, my phone rang. It was the Dyson store calling to tell me that my vacuum was ready to be picked up at my earliest convenience. Wow, a less than 24 hour turnaround for a repair? Since I was already 2/3 of the way home, I stopped off the following day and picked it up. As it turned out, the on/off switch for the roller brush went bad, so it was fixed. Now my vacuum will hopefully work great for many more years.
     
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Posted by Anonymous on 2012-12-08:
Awesome! I know lots of people who have a Dyson and are satisfied with it. Nice to know the company actually cares about assisting their customers. Good review!
Posted by Old Timer on 2012-12-08:
Great review! Avoiding Sears was key in having it go so well.
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$500...worked for a year
Posted by Markkbllc on 05/22/2012
Bought this because it had a long hose for non-floor applications, and under couches, etc. Less than a year into it, the hose started to unravel, tear, etc. Today, I use the DC 14 for floors, but have to use my 40 year old Hoover because that hose still works. Why can't Dyson, in 2012, make a hose that can last? Because they want to sell you another at $30. Customer service is no help.

     
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Posted by clutzycook on 2012-05-22:
I have a Dyson and they have a pretty decent warranty, IMO Have you tried contacting the company about repairing/replacing it?
Posted by ChuhBaca on 2012-05-22:
I have a Dyson for probably 7 years now. Seems to be holding up really well. Sorry about your experience.

Can you elaborate on your experience with their customer service?
Posted by trmn8r on 2012-05-22:
I'm surprised that a Dyson's hose is falling apart already. Was it subjected to rough service, or would you say it was a problem in design, materials, or assembly?
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Customer Service is the Worst
Posted by Alliekats on 03/12/2012
CHICAGO, WASHINGTON -- Don't buy anything from Dyson. I needed to exchange a part and tried calling numerous times with waits longer than 30 minutes and I'd have to hang up. I then e-mailed and a week later got a response that I had to call to get a RA. Finally I called and waited 40 minutes to talk to someone and they told me it was past 30 days and there was nothing they could do. I then sent letter to them and was told 2 weeks later, it was my fault for not contacting them within 30 days. I am returning the part, with receipt confirmation, disputing the charge on my CC and filing a complaint with the BBB. I'm tired of these companies thinking they can just rip off consumers without repercussion. I know fighting for your rights is a hassle and seems easier to just forget about it, but on principle I am not letting this go.
     
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Posted by Alain on 2012-03-14:
Be sure and stop by this website, too: http://www.atg.wa.gov/FileAComplaint.aspx
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Loss of Suction
Posted by Squirlly on 09/11/2011
Have had Dyson vacuum in the local repair shop twice now, as it keeps losing suction. Dyson refused to replace or refund.
     
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Posted by ok4now on 2011-09-12:
So you're saying Dyson sucks? Read Consumer Reports and their poor rating of Dyson. Definitely not worth the money and the company won't stand behind it's product.
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