Dyson log:
We purchased a Dyson V11 Outsize cordless vacuum from Amazon. It arrived promptly as Amazon committed to. We unboxed it, read all of the instructions (you must download the owner’s manual from the internet; a warranty written in Spanish came with the unit; no English version sent.), and assembled the vacuum. Enjoy reading the warranty if you can. Why can’t one just say: if you break it and it’s our fault then we fix it and if you break it and it’s your fault, you pay for us to fix it? The next day, Tuesday, April 6, 2021, I called Dyson’s customer service line with a minor problem. A recording came on asking if I would participate in a customer survey after the call. I responded “yes”. I was then put on hold telling me that they were experiencing higher than normal call volume. I heard that message a large number of times during my 20-minute wait. There were no apologies for my having to wait nor a way for me to leave a return number. As my battery was running low, I hung up and decided to try their chat which I think uses artificial intelligence to respond. My problem was simple: one of my two recharger units sent with the V11 Outsize was defective. I plugged it in with a battery attached and it didn’t light up. I switched recharger units and its battery and unit recharged. I switched batteries on the recharger unit and it didn’t light up or charge. Of course, the outlet worked as I tried every combination to identify that the recharging unit was defective. Using the chat was also a frustrating experience just as waiting and waiting on the telephone line was. There was no option to report a defective part or unit, none. I was directed to a video that explained how to charge a unit, how to connect a battery to the vacuum, etc. After several very frustrating attempts at trying to solve the AI program just to report a defective charging unit, I again gave up in frustration. I then decided to email Dyson. A third very frustrating experience. By this time, I was fuming: pay almost $800 for a vacuum and I can’t talk to a human just to say: defective charger, send me a replacement. One interesting point is that every time a customer sends an email to Dyson support an automatic response comes back “Thank you for contacting Dyson. We are experiencing unexpectedly high contact volumes and increased response times due to the many challenges of recent weeks. We apologize in advance and truly appreciate your patience as we work to provide you a resolution within 24 to 36 hours.” Same “we are experiencing…” but at least now someone has apologized. The automated response was apologizing also for my problem with registering my product; I had no problem registering my wife’s product! So I responded again, much more frustrated this time and probably nasty by now. I left my model number, serial number, registration info, telephone number, the problem: DEFECTIVE CHARGER, etc. The email was signed by the Dyson online team. In my initial email, the automated response saying they would respond in 24-36 hours, and their actual response have the same minute stamp 1:17 PM on them. Amazing! I think their customer service was able to respond in the same minute as it was evident that no one had read my email! I replied to that specific e-mail from Gulam as he was requesting my serial number which was in the email I had sent. I said look below and again printed in very big font my serial number and sent it back to Gulam. I then got another automated response …. I then got another email saying they were unable to locate my account. Recall I had no problem in registering my vacuum by serial number. I sent them my wife’s email address for them to look that up, I got the automated response immediately then another email 17 minutes later from Fareeda apologizing for the problem and stating “It would really help us if you could send us a short video clip or pictures of the issue you're experiencing.” How do I send a picture of something that is not working? I sent Fareeda the following: “Fareeda,
The battery recharger unit is DEFECTIVE. It doesn’t recharge the battery. No light blinks! NOTHING. On either battery, NO BLINK. The other unit works fine! Send me a new recharger.” I got the automated response again. Then I got an email from Dibya apologizing and giving me directions to repackage the Dyson, UPS would pick it up, and they will replace the V11 free with an equal or better product at their choice OR I could contact UPS and they would box it for me and ship it. Recognize that all I wanted was a $29 replacement recharger since that model included two batteries and two recharge units. A rain check would have been sufficient.
I said to myself: how stupid can company management be in this day and age???? I reflected on my Dyson experience and I hypothesized that Dyson doesn’t know how to manage its retail and repair parts inventories. I went to their website and sure enough, they were out of the recharge unit and some other accessories. I was pretty certain that my hypothesis was correct. BUT to be completely certain I searched for a Dyson Service Center and I called them (The NORCROSS DYSON SERVICE CENTER). I explained the DEFECTIVE CHARGER PROBLEM. He stated: No problem! Come by and I will give you one free; it is covered by your warranty.” I stated that I lived a distance from his location and he agreed to mail the replacement. It arrived yesterday! Nice guy!
There are a couple of lessons to be learned here. I learned my lessons; you can imagine what they are. BUT Dyson in order to save money doesn’t staff to answer customer telephone calls. Expect to wait! Expect to not get called back for the survey of their responsiveness on the telephone if you hang up in frustration. Sounds like a biased survey to me? Don’t expect their chat to know what you are talking about. They will tell you about self-help videos for this and that BUT no help if you don’t exactly match an item listed for responses. If you answer OTHER expect some nonsense messages. If you use their email system expect that you will get a different person responding each time and they will not have the benefit of the previous emails even though you responded to those emails. How could Dyson improve their service? First, staff your call center to service your customers instead of to save money. Quit blaming the pandemic for your poor service. Be proactive, ask for the customer’s phone number and DYSON calls them back. You waste your customers’ time and frustrate them. Have people that one can talk to immediately and get the right answer. Call the guy that answered my phone call to the service center in Norcross GA. He solved my problem in far less than 5 minutes! I tried to give him my mailing address and he stated: give me the email address and I can pull it up. He did in 10 seconds! Second, recognize that you (Dyson) are operating an antiquated PUSH inventory distribution system and read “It’s Not Luck” and/or “Isn’t It Obvious? Retailing and theory of constraints” by Goldratt to determine how to run an effective PULL distribution system. How do I know you have an antiquated PUSH inventory system? You have too much of some parts and not enough of others (look at the out-of-stock items). Where is that inventory? It is out at the end of the supply chain, at your service centers sitting on shelves waiting for a potential customer to have a unit serviced while you are offering other customers new products because you are stocked out in your central location. These Goldratt books are business novels; both are easy reads like The Goal and full of knowledge. The first thing you should determine is whether Dyson is in the business to make money or if Dyson is in the business to save money? If you are too impatient to read a book then go to the TOCICO website and there are many free videos on the basics of TOC supply chains. Find and view them. I hope this criticism is far better than any survey that you might ask customers to fill out. We have used the vacuum twice; the vacuum works fine. What do I give Dyson as a rating on Amazon? A 5 star for the vacuum or a 0 star for the customer service. You already know the answer if you read this far. I hope Dyson has read this far!
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From the manufacturer
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Full-size bin150% bigger bin than the Dyson V11 Torque Drive for longer cleans between emptying. |
Full-size cleaner head25% larger than the Dyson V11 Torque Drive to cover more of your home, faster. |
Up to 120 minutes of run time²Dyson's only vacuum with two batteries for extended cleaning. ²Run time based on consecutive use of two battery packs. Actual run time will vary based on power mode, floor type and/or attachments used. |
Engineered for whole-home, deep cleaning.Suction power, run time and tools designed to deep clean your whole home. |
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Intelligently optimizes suction and run time across all floor types.Dyson Dynamic Load Sensing technology automatically senses and adapts to changes in floor type to extend run time. The right balance of power and run time when you need it. |
LCD screen displays run time and performance.Digital display shows run time countdown to the second and displays maintenance alerts, giving you complete control of your clean. |
Three cleaning modesEasily switch between Eco, Auto and Boost modes for whole-home cleaning |
Advanced whole-machine filtrationTraps 99.99% of particles, dust and allergens as small as 0.3 microns. |
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Engineered for homes with petsPowerful suction and a motorized tool clean deep to remove pet hair and dander. |
5 Dyson engineered tools for versatile whole-home and car cleaning.Including the mini-motorized tool for removing pet hair from upholstery and tight spaces. |
Hygienic bin emptyingPoint and shoot' bin emptying hygienically ejects dust and debris in one action. |
Docking StationWall-mounted dock to recharge your vacuum and tidily store tools |
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| V11 Animal | V11 Torque Drive | V11 Outsize | |
| Run time | Up to 60 minutes³ | Up to 60 minutes³ | Up to 120 minutes² |
| Bin size | .20 gallons | .20 gallons | .50 gallons |
| Cleaner head | High Torque cleaner head with Dyson Dynamic Load Sensing | High Torque cleaner head with Dyson Dynamic Load Sensing | High Torque XL cleaner head with Dyson Dynamic Load Sensing |
| LCD display with run time countdown | Yes | Yes | |
| Extra Tools | 4 | 5 | 5 |
| Suction | Twice the suction of any cordless vacuum¹ | Twice the suction of any cordless vacuum¹ | Twice the suction of any cordless vacuum¹ |
| Intelligent cleaning modes | ✓ | ✓ | ✓ |
| Automatically adapts suction across floor types | ✓ | ✓ | ✓ |
| For homes with pets | ✓ | ✓ | ✓ |
| Advanced whole-machine filtration | ✓ | ✓ | ✓ |
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What Tools Inside
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 | Dyson V11 Outsize Origin+ Cordless Vacuum with Tools, Iron Gray | Afoddon Cordless Vacuum Cleaner, 250W 25000PA Powerful Stick Vacuum Cleaner with 2200mAh Battery 35Mins Runtime 6 in 1 Lightweight Vacuum Cleaner for Hardwood Carpet Pet Hair Car Cleaning A200 | Afoddon Cordless Vacuum Cleaner, Stick Vacuum Cleaner with 25Kpa Suction 2 Batteries for 70 Mins Runtime 10 in 1 Lightweight Rechargable Handheld Vacuum for Carpet Hardwood Floor Rug Pet Hair A200PRO | |
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| Customer Rating | (11549) | (52) | (578) | (578) |
| Price | $887.00 | $958.00 | $119.98 | $139.98 |
| Sold By | TD Superstores | Pro_tech | AfoddonDirect | AfoddonDirect |
| Color | Nickel/Red | Gray | Black | Sky Blue |
| Item Dimensions | 15 x 10 x 10 inches | 37 x 12.5 x 8 inches | — | 18 x 14 x 8 inches |
| Item Weight | 4.40 lbs | — | — | 10.00 lbs |
Great product! Worth it if it's not too much vacuum for the job.
Reviewed in the United States on January 5, 2021
I was cautious prior to buying this and read all the negative reviews but decided to buy. Glad I did. I wanted to comment on some of the negative comments with my opinion to help skeptical buyers like myself. So, 1. the plastic wall mount base, its not to flimsy. It holds the vacuum great if you slam it around like rubber weights in the gym. 2. If you see my picture I mounted it so its supported with the attachment on to help hold the weight and prevent the bottom from being caught. It has a lot of leverage on drywall anchors if it's torqued on, as is anything mounted on sheet rock. I did this for my V7 as well and has worked great for years. 3. Use the right settings for the head when going from carpet to hardwood; the center setting or minus setting (letting in more air) and it works great. It picks up sand, cherries, screws, peanuts or what ever just fine. 4. It's not the manufactures fault there isn't an outlet in your closet. 5. The directions are vague and little under done, but this isn't a complicated item either. 6. Is this the right vacuum is the biggest question of all. I have a V7 for the second floor that is all carpet and it works great for about 1000 sq. ft. of quick clean up and is about $200 less. We went with this for the downstairs because we were too lazy to keep going upstairs and this one worked better transitioning on an off our rugs to hardwood that we on the first floor. We have a 1 year old and teenagers so this was a great addition that quickly and efficiently keep the floors clean for the baby. I'm so over swiffer mops that don't really work. 7. Deep cleaning ability is good. We have a Kirby that we use one time a year (just before we have the carpets shampooed). The other 364 days of the year the Dyson's do all the work. 8. Battery life, great in this V11. If you need more, vacuum more often or make life changes..lol. I've cleaned the whole bottom floor and used on the car and still never got below 50% on the V11. The v7 would have needed to be charged at least once for that amount. So that maybe a decision point. Lastly the V11 has been said to be unbalanced in weight and awkward. If you see the second picture and use the attachment holder it offsets the slight misbalance. But really, it is 6 lbs. if that gives you issues get a gym membership, really. Oh and the V11 has a detachable battery that the v7 doesn't. If multiple charges for long runs is what you may need then that maybe a decision point. If not you may want to save some cash and go with the v7. I've also purchased cheaper model of cordless vacuums but they don't last and preform like Dysons so you'll get what you pay for.
Reviewed in the United States on January 5, 2021
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Top reviews from other countries
Vincent Holtby
Buyer Beware Unauthorized Dyson Dealer...No Warranty will be valid...
Reviewed in Canada 🇨🇦 on October 19, 2020Style: AnimalVerified Purchase
James White
Where are the accessories?
Reviewed in the United Kingdom 🇬🇧 on May 3, 2020Style: AnimalVerified Purchase
Time
Defective and not under warranty as advertized
Reviewed in Canada 🇨🇦 on September 28, 2020Style: AnimalVerified Purchase
Defective and not under warranty as advertized
Reviewed in Canada 🇨🇦 on September 28, 2020
Item broke after less than 10 hours total use time. Dyson says Amazon and all its sellers are not authorized, and refuses to honor warranty.
Reviewed in Canada 🇨🇦 on September 28, 2020
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Edgar
Garantia Dyson es muy dificil de hacer valer, si es que se puede hacer valer.
Reviewed in Mexico 🇲🇽 on May 18, 2021Style: Torque DriveVerified Purchase
