Broken Dyson DC24

[sebo_fan]

Well the question of quality is always questionable between buyer or owner - that can't be defined.

If it was the case that ALL aftercare was poor, statistical findings shown up by Which and other organisations who have enough balls to go "national" with more fruitful findings outline that extended warranties for most appliances aren't always a rip off. There are brands out there who can offer good loyalty/back up - the data just isn't as widely available to UK buyers. The issue here is the aftercare service in which a member on here has received, and also from a major brand who offer a long warranty.

Which already outlined a number of companies who went under "Domestic and General" tags in the 1990s too. That has already made a large proportionate amount of buyers very aware of D&G policies. Not many sign up to the offers as a result...

In these hard times, sales and aftercare go hand in hand together in my experience. I've spoken to a number of customers and sales staff recently from a few appliance shops and bigger franchises such as John Lewis and Currys. From TVs to washing machines and vacuums, and even irons - if the brands offer an extended guarantee over another which only offers 1 or 2 years, buyers are beginning to sway towards a model that is slightly more expensive but offers lengthier warranties.

What comes later isn't part of the deal though - the long waiting time for an engineer to arrive, the questionable charges of parts if "parts and labour" are covered for 2 years or in blakaeg's case, a right royal hop around!

 

[vintagerepairer]

Oh yes, I am not saying that consumers won't be attracted to a long warranty period, but what I am saying is, is that once the money is in the till, all incentive to offer great service practically ends. It's not like, say, a telephone company who require your business month after month and need to behave themseleves so as to retain your custom. Logically you would think a manufacturer would want to encourage the consumer to buy their brand again, but that day is usually a long way off.

 

[madaboutsebo]

What blakaeg has and is experiencing with Dyson is plastered all over there Facebook page from angry and fed up customers about the same issues. Length of time it takes now to get a vacuum repaired. That's from UK customers amongst others. One customer stated that the Engineers don't carry parts with them anymore they order them in like what blakaeg has experienced once they have visited the customer to check out what the issue is. What makes me laugh is the Engineer knows what calls they have that day or week and the type of models they would be going to look at so surely should carry some basic range of parts with them for that model!? Surely!!

Even the Hot/cold recall Dyson are doing customers are getting angry and frustrated with how Dyson is seemed to be dealing with all that!

Not sure if this is doing anything to Dyson reputation as customers are still buying their products!!

 

[blakaeg]

I'm afraid I don't have the Sebo as its 50 miles away. Anyway, an update, Dyson has not been able to repair the machine today, despite my suggestion they courier the parts today to the engineer using Express Delivery, they said they can't get the parts to the engineer until after Bank Holiday. I said I can't stay at home ot have someone there so they will be collecting my machine by parcel company next week and its going off to them to fix it. I can't keep bothering other people to get my Dyson fixed and getting them to give up their time, so Dyson will have to just deal with it.

This of course means that I'm now completely without a machine for another week so 3 weeks going on 4 weeks can't be ignored and is a concern if I need them again in the future.

As Madaboutsebo says, yes the main complaint is the engineers turning up without any parts and then having to come back again. I wish Dyson would warn on the initial call that they operate this type of service so that individuals don't go taking time off work for them to turn up.

When people see 'upto £110 off a Dyson when you trade in' they get enticed by it. I considered it and then shook myself and remembered the issues I have with my current one.

Anyway, fingers crossed the machine will come back in one piece at the end of next week.

 

[vintagerepairer]

Not sure if this is doing anything to Dyson reputation as customers are still buying their products!!

Exactly.

The breakdowns are unlikly to hamper sales. What may do so, however, is people losing time from work again and again. Two days holiday wasted and the average salary earner is probably 2/3 the way to paying for another Dyson, had they gone to work.

 

[sebo_fan]

Trouble is, I don't think the breakdowns or the number of complaints will hamper sales. After all, what other brand other than Miele at JL have such heavy dangling carrot style advertising?

The engineer failing to bring the right part smacks of an experience my parents had when our Bosch dishwasher broke down. Back then, in the mid 1980s it came with a five year guarantee and the appliance broke down after 4 years. Bosch made us wait 3 weeks for an engineer to arrive, and duly on arrival discovered that he didn't have the right part, thus waiting a month and a week before the part and him arrived again.

Bosch also gave me the run around when my own fridge freezer broke down. It only had a 2 year guarantee and a part on the back of the freezer fell off, creating a pool of water at the back. Same thing happened again, though I didn't have to wait a month and a half, but rather 2 weeks until the part came in.

So, when Which awarded Bosch as the number one appliance retailer last year, there weren't many smiles in our household.

End of the day, a brand as big as Bosch can also have breakdowns and average customer service where repairs are concerned.

 

[vintagerepairer]

Well, as I have pointed out all along, aftercare costs manufacturers money. They only do it because without it no one would buy their brand at all. However, those brands with the best reliability have historically been the ones with the worst aftercare, as with the number of faliures etc being low, the number of engineers and parts in stock is equally as minimal, given the lack of needs.

 

[madaboutsebo]

Sorry I meant to say hot/cold fans missed the word 'fans' out oops!!

I hope they manage to fix your Dyson blakaeg soon. I agree with you Dyson need to tell the customer that when the Engineer turns up on the first call that it is to check the machine over to see what parts are needed! Like you say so they are aware up front! They must of changed this recently as my parents had their DC18 fixed by a Dyson Engineer on the first visit they had the parts on them! Considering the reliability of Dyson vacuums the Engineers need to be fixing them as quickly as possible customers don't want to wait especially if they used the machine on a daily bases! Plus considering the amount they pay for the product. For reason only Dyson know they have obviously changed the way they do things now!

While sales are strong for Dyson customers who have had continuous issues dealing with Dyson and issues with their vacuums are more likely not to buy Dyson again.....possibly. Again I read comments on their Facebook page!! Them again people say things out of anger!!

 

[vintagerepairer]

"For reason only Dyson know they have obviously changed the way they do things now!"

I expect it is because they have finally realised just how much it is costing them. Fine if there is money to give customers what they need, but not so fine when they want to invest more in R&D.

 

[blakaeg]

The average consumer isn't interested in Dysons expenditure on R&D when their machine goes wrong. I certainly don't care. I just want my vacuum repaired!

If only I could do of myself I'd just get on and do it even if it invalidates my warranty . But it's not easy to swap over the duct housing on the Ball models like it was on the DC04.

 

[vacu-finder]

I will not knock Dyson, but I would not take one.

 

[vintagerepairer]

"The average consumer isn't interested in Dysons expenditure on R&D when their machine goes wrong. I certainly don't care. I just want my vacuum repaired!"

Well as I said and apologised for before, I am not defending Dyson, but I expect my sarcasim is not coming through.

I KNOW that the average customer is not interested in the investment of money in R&D. What I was saying was, sarcastically so, that Dyson was all for spending money on aftercare until such time that -possibly- he was running short on R&D (which they seem to think so much of) and had to scale back, maybe.

 

[madabouthoovers]

After all - every new machine from Dyson has to be packed with "technology" and be the subject of lots of "R&D" and that's all Dyson is bothered about. People love "technology" and are prepared to pay hundreds of pounds more for the latest of it. Dyson is laughing all the way to the bank - at his customers expense, thank you very much, and dreaming about all his "technology".

 

[citroenbx]

yes things are not what they yse to be

 

[blakaeg]

Just an update - it hasn't been collected as Dyson so promised me they would get it done! LOL, so it's still ongoing. Feel like giving up on it now Zzzzz

 

[madabouthoovers]

You have the patience of a saint - If it was me, it'd be in the dustbin by now and its replacement wheeled in , and it wouldn't be a Dyson!

 

[parwaz786]

Wouldn't be expecting that from Dyson! I would also bring home a new vacuum. a reliable durable machine.
PS Why not glue it? There are some really good adhesives available on Amazon for quite cheap, like Araldite which holds well

 

[blakaeg]

Madabouthoovers,

I don't know how I have kept my cool either LOL. But I suppose that I believe that Dyson will help me eventually and my case isn't as bad as one lady who is waiting 6 WEEKS for her Dyson to be repaired. I'm only waiting 3 weeks so far!

Parwaz,

I don't think so!! Why on earth would someone want to glue their vacuum cleaner together when it's still under warranty?!? Also may I had that the glue won't hold that part on. It's completely sheared off.

 

[parwaz786]

If I would have given up, I would try that though. Dyson have had me waiting like a little over 1 week to get a dc25 post motor filter

 

[anthony]

sling it

in the bin then go and buy a new one just make sure its not a dyson.Back in the day i would have carried a full van stock of parts for the most common machines and if i didnt have what was needed it simply meant a trip back to the workshop where there were ample spares only on rare occasions would i have to order parts its simply not good enough i fear if Mr Dyson dosnt get his finger out his so called reign at the top of the pile may soon come to an end and it will joe public are very fickle one mistake and they will drop Dyson like a hot brick