Good vacuum cleaner (in theory), terrible customer support. When I got this vacuum cleaner, I was absolutely in love with it. It is so light, does a good job of cleaning, and honestly makes vacuuming fun! It's so easy to carry around the house that it makes it possible to do a quick vacuum on one or two rooms every day, which means that I wasn't disappointed by the shorter charge at all. I never found myself wanting to vacuum the house in one shot anyway, after the first time through the house.
After less than a month, it stopped working. When I would run it, the motor would start and stop in a pulsing fashion. This is when the drama started.
I called Dyson. The call center rep explained that it usually did this when there was some sort of blockage in the system. She had me take it apart, look for said blockage, and put it back together one piece at a time. No blockage was found, so she determined it must be the filter. She said she would mail me a new one. She made a point of saying that the filter wasn't under warranty, but that she would send it out for free anyway - for my inconvenience. Great!
Unfortunately, this is when my call with Dyson was dropped. (Not sure if it was me or them. There's a lot of call dropping in this story, and I don't usually have problems with my calls getting dropped, but I'm not saying that they hung up on me). I waited several minutes for the woman to call me back, as they had taken down my phone number already, but no one ever did, so I called back. I asked to speak to the same person, but she was already on a new call. The man who now answered asked if he could help. Even thought the first woman had said she was putting in "notes," the man I was now on the phone with seemed to have no idea what I had already done, or who I had spoken to. He asked me to take apart the vacuum cleaner and put it back together. I tried to explain to him that I had done this already, but he was sure he could find the issue. So, once again I took apart the vacuum cleaner, found no clogs, and put it back together (this is a 15-20 minute process, mind you). He then also determined it was the filter, and gave me the exact same line (almost verbatim) about how he would send me a new one for free even though it wasn't under warranty. So, now that makes that feel a lot less special. It's just a line...
One full week of no vacuum cleaner later, I get notice that my filter has shipped. Actually, I get two separate notices that two separate filters have shipped, so I guess the first woman sent one out too. Great. Nine days after the vacuum stopped working I get the new filter(s), pop it in, and vacuum (I have two cats, a dog, and a baby who's just learning how to crawl - so I was anxious to get some of the hair off the ground). It works for about half of one room, and then starts pulsing again.
It's the middle of the week and Dyson customer service is only open normal business hours, so I can't call back until Friday when I am off work. That Friday (day 11 of no vacuum) I call back Dyson. Again, I am asked to go through the process of disassembling and reassembling the machine. Again, I try to explain that I've done this before. I state that it was determined by two different reps that it was the filter. I am told that there is no way a faulty filter would even cause that type of behavior. The woman I am speaking to this time thinks she has an idea HOWEVER, as we're testing, the machine starts working as normal. She tells me to go vacuum the house, and to call her back right away if it stops working again. It works for about 10 minutes, and then starts to pulse again. I call back. The Dyson customer service department is closed for an all company meeting. I keep trying to call back. Finally, the meeting is over, and I get a hold of someone. I ask to speak to the rep from earlier that day. I'm really sick of talking to new people, I tell them, and she thought she knew what was going on. She's on the phone, I'm told, but he can certainly help me. I explain the situation. He starts having me disassemble the damn machine again. I tell him I've done this multiple times already, and don't really feel like going through it again. I ask again if I can speak to the woman from earlier today. I am told no. He's helping me now. I need to disassemble the machine. Fine.
We go through the whole process. He thinks it's the battery. Is the battery fully charged? I don't know. Mostly! It's not like I can vacuum with the thing. He wants me to charge it and he will call me back that evening in 3.5 hours - the time it takes to charge the machine. So, I plug the thing in. I wait 3.5 hours. 4 hours. 4.5 hours. Shocking, no one calls me back. I call back. I ask to speak to the man from earlier. He's on the phone with another customer, but this new person can talk to me. I ask to speak to a manager. I am put on hold for 25 minutes. Finally, the most recent customer service rep (not a manager) comes on and tells me that they will be sending me a new machine. AND, for my trouble, they will be upgrading me to the DC 59 Moterhead. Great! All I need to do is take the machine to a UPS store, and then call back with my shipping number. Once they have my shipping number, they will rush ship out the new vacuum, so I'm not without a vacuum any longer than I already have been.
Saturday (day 12), I make a trip to the UPS store first thing in the morning. I call back with the tracking number. I'm all set, I am told.
Monday (day 14) there is no shipping info from Dyson in my email. Monday afternoon, I call Dyson and ask when I will receive some sort of tracking information. I am told that the new vacuum will ship out 10-14 days after my old unit has been received by Dyson... I'm not going to lie, I go absolutely ballistic on the call center rep. I do apologize for this in between my yelling. I know it's not her fault. I demand to speak to a manager and finally get to talk to one. I try to explain my situation calmly. She's very sorry that I misunderstood what I was told (absolutely not the case), and she will try to see if my new unit can be expedited once the old unit arrives but, in the end "the people in the warehouse really can do whatever they want." For my troubles, she is going to upgrade me to the DC59 Motorhead (so this too, is just a line...) I explain that I'm already supposed to be upgraded to that model. She seems very confused, and states that she would like to check with her team and get back to me. She will call me back within 72 hours. Really?
72 hours pass. The next day (day 18) I call back and ask to speak with the manager I had spoken to previously. I am put on hold again, for about 20 minutes. The call service rep comes back and tells me the manager is still not available, but she has gone through my notes and she is confident that there will be a tracking number on Monday. She will call me back on Monday and give me an update. At this point I am completely defeated. I don't even argue.
Today is Monday (day 21). I just got a voicemail message. There's no tracking number yet. But she's sure it will be this week. After all, I've already waited "a very long time." After it ships, it will be a quick 4-5 days for it to arrive.
I really wish I had just returned the broken unit to Amazon and gotten my money back. I had a Dyson previously, and I loved it. I am sure that I just got a defective unit, and if I had gotten a good one I would be happily vacuuming now. I am sure that my Motorhead will be great, and that I will use it for a very long time. But when it does break, I will not be getting a new one. Because this customer service is just not worth dealing with.
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| Customer Rating | (912) | (11833) | (3142) | (5693) | (6) |
| Price | $549.99 | $509.00 | $383.99 | $422.00 | $405.25 |
| Sold By | Amazing choice (SN Recorded) | PEXBO LLC | Younion Group | Younion Group | John 3:15 |
| Color | Nickel | Blue | Purple, Gray | Purple | Yellow |
| Item Dimensions | 29.2 x 10.7 x 6.1 inches | 50.63 x 9.84 x 10.28 inches | 8.2 x 9.8 x 49 inches | 9.84 x 10.08 x 49.17 inches | 11 x 7 x 30 inches |
| Item Weight | 8.80 lbs | 6.68 lbs | 5.28 lbs | 5.86 lbs | 14.00 lbs |
| Special Feature | Radial Cyclone technology | Lightweight | Lightweight | Cordless | Bagless |
Good product. Bad warranty and service
Reviewed in the United States on March 9, 2016
Good powerful Vacuum. It does the job, and the wireless feature is excellent. Why one star? Because of warranty and service. One of the small wheels of the Motorhead broke after one year of normal and careful use. Now the vacuum is scratching my floors. I called dyson, and the only option they offer is to spend $200 in a new Motorhead, or $150 in a "fluffy" head special for hard floors. I need the same Motorhead I use, or at least the replacement part of the wheel part that broke.When you spend around $400 in a vacuum, you expect that you won't have to spend another $200 a year after to get it working correctly.The 2 year warranty does not always work because they treat this incident as a normal wear and tear issue.It is a shame because I loved the product, but will not keep spending money buying Dyson products.
Reviewed in the United States on March 9, 2016
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