their plan is working!
Well you see, this is where the company known as Dyson fascinates me no end. Through selling a product which is both visibly and functionally different from others on sale, and through clever marketing, a whole new brand -indeed arguably a cult- has emerged. As well as this, the main sector of Dyson's core business -the vacuum cleaner market- has been given a shake up and is in such a position that Dyson really does have the upper-hand, given that his cleaners (not mentioning for now the price) are in many ways the best of a bad lot. In other words, through the 'brand' alone, the success of Dyson is, in my opinion, sealed for years to come.
To that end, I have to question exactly how much marketing and advertising the company now needs to do. Certainly they must spend a fortune on it. Then on top of that they have the help-desk open seven days a week from 7am until 10am, although I did read that Dyson is finally cutting back a little. Their aftercare is one thing I have never understood; why a manufacturer of product is offering a gold-plated package on something you have already paid for, particularly for the likes of Dyson who, for the reasons I have already listed, have consumers who are very likely to buy the same brand again anyway, irrespective of how good or bad the aftercare is. You would be hard-pressed to get that from a good deal of service providers where their business depends on your on-going custom, let alone a manufacturer.
Of course the counter-argument to my statement is that Dyson likes to be seen to be giving good service. I understand that as much as the next person, but to take that to a literal (if not ludicrous) conclusion, one could argue that Dyson could employ a team of cleaners to go into homes and push the vacuum around for anyone who is unable to do so, just because it is "good service". Would it make them money? Well on the surface, very likely not. In the same way I think they help-desk is nothing more than a drain on profits.