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Dyson Complaint - Incredibly Poor Service - Dyson Ball DC25

Dyson Ball DC25 - Complaint
Review by Bill4848 on 2011-02-23
My wife and I recently purchased a Dyson Ball DC25 vacuum from BJ's in Richmond, Va for $500. Works OK on hardwood floors but not very well on carpets. My wife called the customer service number printed on the vacuum cleaner to request service to resolve the low vacuum issue. She received incredibly rude and unacceptable response from two different representatives. The first representative hung up on her when she asked to be connected to her supervisor. My wife called back and and the second person she talked to was also rude and refused to give her the name of her supervisor. My wife has worked in banking for 30 years and knows the importance of quality customer service. She intends to pursue this issue tomorrow. At this point in time I am not the least bit impressed with Dyson. We have owned Electrolux vacuums for many years and have always been satisfied. The Electrolux model BJ's had was $100 less expensive. Looks like we made a poor purchase decision. More expensive doesn't mean better quality.
Comments:
Posted by trmn8r on 2011-02-23:
I assume that a discussion took place prior to asking for a supervisor. What was that discussion? That is a key, missing detail.

Most companies don't allow customers with issues to speak with a supervisor without a lower level CSR discuss the issue first.
Posted by singsing on 2011-02-24:
I have a Dyson Animal and it works exceptionally well on our carpet, as well as the hardwood. It does sound like there is a problem with your particular vacuum. There is a button that you push for the brush vs hard floor settings. Is it working? If it isn't the brush will not spin for carpet cleaning.

If you purchased the vacuum recently, as you stated, isn't it possible that you can return it for a refund? Hope you get this problem resolved to your satisfaction. If you can't return it, then I do hope you give Dyson another call. Maybe the third time will be the charm.
Posted by clutzycook on 2011-02-24:
singsing, you use your Animal on the solid floors? How well does it work? I would love it if I could just use the dyson and not have to haul out my mini canister when I do my hardwood and tile floors (which is 90% of my floors anyway). I've tried to use other upright vacs on my floors before and have consistently been disapointed.
Posted by singsing on 2011-02-24:
clutzy, I do use my Dyson on all my solid surface floors and it picks up everything. Just be sure to change the setting.

I also have a Hoover hard floor vac that picks up dirt and also cleans the floors spotless. I love that thing for washing the floors. I haven't had to scrub on my hands and knees for forever. But, I find I never need to use it for just picking up dirt.

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