Complain about a product or service

Dyson Vacuums

KATHRYN of MASTIC, NY October 1, 2009

We have a DYSON "BALL" vacuum that shocks the hand of the person using the vacuum and the vacuum throws out live electrical sparks. RE: telephone call -Friday September 25, 2009 I did receive the replacement wand and the first time I used the vacuum it began visibly sparking out again and sending shock through the handle IMMEDIATELY. Per your instructions I called Dyson again. This time it was a rep named "Herman". He said if I wanted a replacement vacuum I could bring it back to the retailer where I purchased it. This is not what I was promised the last time. I asked to speak to a supervisor, but Herman put me on hold and apparently ignored my request because he came back on the line and said a supervisor "Ray" said to send the vacuum to "the Dyson offices", "where the engineers are" and that Ray had issued authorization for me to ship it through the local UPS store-AGAIN. Herman said someone would look at the vacuum there. I have been told this before. The first time all they did was replace the floor brush. When I received the vacuum back it still had the same "supposedly" defective original wand. The second complaint resulted in a "new" wand sent to me. The problem still exists, and obviously it is not the wand.

I don't know what Dyson is waiting for; me or someone else using the vacuum to be injured? An electrical fire to damage my home and my property? Or maybe you are all waiting for me to complain to Consumer Affairs, of which I am curious to hear what they have to say about the Dyson Ball any way, if they haven't already. I can not believe the company has not issued a warning/recall on the vacuum for this defect. And by the way, it just so happened another UPS customer came into the local store to send back a vacuum at the same time...I thought that interesting as well.

For all of these reasons and more, I do not want this vacuum "repaired". Dyson has not proven to have the ability to repair this product. I do not want any more replacement parts sent for ME to replace. I want nothing less than a new defect free vacuum. I spent a LOT of money for what I believed to be the most technology available in a vacuum. What I have is a headache and a lot of stress about a MACHINE that does not work safely or correctly. I refuse to be Dyson's test dummy. I have sent the vacuum back to your offices by UPS as directed. Use the vacuum to find out how to fix and improve it, and then SEND ME A NEW VACUUM.

RM of Santee, CA August 25, 2009

This is the best machine I have ever owned. I have had a Kenmore and then upgraded to a Kirby which I used for about 25 years. I decided I needed something a little lighter. The Kirby is so heavy that I really hated to use it. So I bought myself a Dyson DC07 Animal vacuum. It is wonderful!! I have had it for several years now. It is light weight and has wonderful suction. It cleans much better than my Kirby. (Before I got rid of my Kirby, I had it reconditioned. I vacuumed the floor with my Kirby and then redid the floor with the Dyson. Wow! The Dyson got a ton of dirt out of what I had just vacuumed!)

On the minus side, the Dyson doesn't have a light on it, and the "17 foot hose" is still really tight and stiff. The hose doesn't even extend 5 feet much less 1 feet. But, a great plus it that I don't have to pull the vacuum apart to use the brushed and tools that I need. All I do is put them on the hose, and away I go. No more struggling to take the vacuum apart, put the belt on correctly, and them put it all back together again. I love the ease of use and the portability of the Dyson. Overall, even with it's flaws, I think the Dyson is better than the Kirby, hands down.

DAVID of VANCOUVER, BC July 26, 2009

CAVEAT EMPTOR. I purchased a Dyson directly from Dyson Canada. I bought a refurbished model even though it was obviously defective at some point in the past otherwise it would not have been bought back by Dyson Canada. But I thought that the warranty might offer protection, it was, supposedly, factory refurbished, and that the price point might make it a shrewd acquisition. Right out of the box the product was defective. Significantly it was yellow, lemon yellow. I rang the customer helpline and spoke with a Cory Roy. He agreed that the product was defective and diagnosed a missing spring. He volunteered to send the part, by regular mail, so that I could attempt to fix the defective product myself! I told him that this was unacceptable and that I had no desire to pursue Dyson any further. He vo doeslunteered a refund but said I would be responsible for the cost of returning the defective product.

Clearly Dyson Canada are utterly clueless as to even very basic business fundementals. Three ingredients apply. CONCEPT. Is a Dyson concept good? No idea. It does not work. Hopeless. EXECUTION. Hopeless. It does not work. FOLLOW UP. CUSTOMER SERVICE & SATISFACTION. Hopeless. They sell me a defective product. Expect me to fix it. Expect me to pay to return the rubbish product to them after they sell me a dud product, not for the first time either. When I protested they arrogantly and ignorantly informed me that the matter was closed. If you are contemplating A Dyson A/ make sure that it works as advertised, or even at all B/ if you have a problem be advised that you may well have to fix it yourself and C/ if you decide to return a Dyson in order to buy a competitor product that works then you will incur costs for having to deal with them and their "who cares" attitude to customer service and satisfaction. Clearly the overall approach demonstrated by Dyson is exceedingly poor, 'sell dud products, saddle the unfortunate buyer with costs, then, in essence, tell them to take a hike if you don't like it.

Thoroughly incompetent people with no clue how to do the job properly from product to follow through. In spite of what Dyson Canada might tell me this matter is far from finished but has indeed only just started. CAVEAT EMPTOR.

Melinda of San Diego, CA June 22, 2009

I had been wanting to try a Dyson Absolute for quite some time now and went to my local Sears Store to try one. They do not give in-house demonstrations but decided to purchase one on the great reviews from the customer service agent. Boy was I sorely disappointed! First of all, it does not come with a book of instructions, just a one page foldout with pictures....first feeling of dysphoria. Finally got it together by the diagrams, plugged it in and away it went....right out of my hands and into the wall!

I must say the only saving grace on this machinery is the suction ability....all the rest sucks (no pun intended). As I started to use it more and more for my cleaning, I realized it did a very poor job on hard surfaces, blowing debris, dust and pet hair everywhere! The on board tools do not stay "on board" and are forever falling off. The wand is very hard to use unless your a very strong man as the accordion tube is as tight as a rubber band and never seems to loosen up any! The machine will not transition from floor to carpeting without having to be lifted up by the handle of the cyclone which I do not think that it was meant to do so. The head of the machine is too high to reach under any type of furniture and the deep clearance will pick up nothing bigger than a mini M & M, which means you have to use the wand extension to clean your hardwood floors. The side cleaning does not work as well leaving a 3 inch. path against the wall, which means again using the too tight wand to finish the job. Absolutely the wrong type of vacuum cleaner for a house or an apartment.

This machine would be best used in an industrial type business with outdoor carpeting and wide open spaces. I do not recommend this vacuum cleaner to anyone with disabilities and warm woman that it will cause tendonitis in both of your elbows by using the wand!

DF of Tiki Island, TX May 22, 2009

Purchased Dyson vac on 23 March 2009 0nline. Received it a few days later, was disappointed. Called Dyson, they agreed to take it back. Mailed UPS on 9 April, they received it on 13 April. No refund on credit card, called them on 1 May enquiring about same. Told they did not have our tracking number(why that would matter since it is on the UPS papers and box with our name and address), and now they had the tracking number it would be 2-3 weeks for refund.

Called yesterday(21 days later) and given the same nebulous response for refund date. When I enquired about speaking to someone in their accounting department, was told they do not have a telephone number. So now Dyson has their vacuum and my 400 dollars(since 23 March). A shoddy way to treat good faith customers!

Linda of Gresham, OR March 13, 2009

Linda of Gresham OR (03/13/09)
It worked as described. We broke a part on the suction tube almost right away. We contacted the people at Dyson and they sent a replacement part in a timely manner. It didn't rip up carpets. It did pick up cat hair, (we bought the animal model). So far completely satisfied with purchase.

Teresa of Lakeview, NY March 7, 2009

Teresa of Lakeview NY (03/07/09)
I bought a rebuilt purple Dyson on line 5 years ago. it is the best investment we have ever made. Over the years we have owned Kirbys, hoovers, etc The Dyson cleans great and is easy to clean . If it died tomorrow it has paid for itself and I would replace it with another Dyson

Kay of Meadow Vista, CA March 7, 2009

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Terms of Use Your use of this site constitutes acceptance of the Terms of Use

Advertisements on this site are placed and controlled by outside advertising networks. ConsumerAffairs.com does not evaluate or endorse the products and services advertised. See the FAQ for more information.

Company Response Welcome If complaints about your company appear on our site, we welcome your response. Please see the Response Form for more information.

For more information, see the FAQ and privacy policy. The information on this Web site is general in nature and is not intended as a substitute for competent legal advice.  ConsumerAffairs.com Inc. makes no representation as to the accuracy of the information herein provided and assumes no liability for any damages or loss arising from the use thereof. 

Copyright © 2003-2009 ConsumerAffairs.com Inc.  All Rights Reserved.    The contents of this site may not be republished, reprinted, rewritten or recirculated without written permission.