Dyson Accessories On-Line

[williamr1248]

Just a tip for others. If you order accessory items from Dyson on-line store,make sure they are really available.I have an order for a Dyson Accessory and after waiting 11 business days and 2 calls to Dyson was told the item was "on back order". Wouldn't you think when you order direct from the company's own on-line store they would at least notify the customer the if an item is on "back order". Not a very good example of customer service.

 

[vintagehoover]

After you placed the order, did you receive an order confirmation email with an estimated date of dispatch/delivery on it?

 

[williamr1248]

Dyson Accessories on-line

Jack,
The system gave me an order number on my Dyson account.
I would assume if the system gives you an order number and they take your money,you are set.
The first call to Dyson was just told to wait. The second call after waiting longer and the rep did some investigation and found out the tool is on back order. I was told if I still wanted the nozzle-just wait for about 2 weeks and it may be back in stock.
It just seems like the system should be set up to tell you the item is on back order or it shold at the least send a form email to notify the buyer the shipment will be delayed. After all this is the company's on-line store not an aftermarket situation or ebay purchase.
I am going to leave the order in because I want that "Flat out" rug tool.
As you may recall I didn't have a very good experience when my DC07 broke in less than 3 months last year.
BUT I DO LOVE THIS DC23!!!!!!
It is sooo easy to use and does it have power and wonderful tools.I would recommend it to anyone.
Rob

 

[vintagehoover]

Rob - in addition to your order number on the Dyson account, you should have received an email like the one I've posted below, confirming receipt of your order, and details such as the delivery address you specified. Did you get one of these?

If you're not happy with the service you received, you should pursue it further. I agree with what you say:

'It just seems like the system should be set up to tell you the item is on back order or it shold at the least send a form email to notify the buyer the shipment will be delayed. After all this is the company's on-line store not an aftermarket situation or ebay purchase.'

Did you say this to the rep you spoke to? What was their response?

With regards to your DC07 - what aspect of it broke? Did it stop working entirely, or did a part break?

 

[vacuumfreeeke]

That does sound a like bad customer service! I probably would have checked on Ebay first just to see if there was a better price, but there should be no drama when dealing right with Dyson. That tool should be included considering the price of the machine! If they don't have their own supplies for a current model, who does?! Hope you get it in a reasonable (too late for that) amount of time... or at least don't have to wait too much longer.

 

[williamr1248]

Dyson on-line

Jack,
I want to make it plain that the rep was nice on the phone. I just don't think that is a very good policy. There was no resolution. I guess I could cancel the order and check later with a call.
I wonder how happy I would have been if the part I ordered was really needed in order to use the machines and I was left waiting expecting a delivery and then the part was on back order.
I think I brought this up on an ealier thread last year but I was emptying the bin on my DC07 after only owning it maybe 2 months. I am very careful with my machines but the bin slipped out of my hand. It hit the floor and "bent" the top corner of the bin. The bin still works but doesn't fit as well on the machine. I could see this very same thing happening by other users. To replace it you had to buy the whole thing at a cost of about $75.00.

 

[vintagehoover]

Rob - I want to make Dyson aware of your issues, but I can't do that until you answer the questions I asked above:

- Did you receive an order confirmation email?
- Did it include an estimated delivery time anywhere on it - or mention that the part was on back order?
- If you do have the confirmation email, could you forward it to me?
- Did you voice your concerns to the rep you spoke to?
- What was the rep's response?


With regards to the DC07 bin - I find it hard to imagine plastic distorting permanently from a drop. But in any case, if the machine was only two months old at the time, it would have been covered by the 5 year guarantee (or the 2 year guarantee, if this was before the extended warranty period was introduced) and Dyson would have replaced it for you free of charge. Did you contact Dyson about your problem with the bin?

Do you still have the bin in question? Could you post a photo of the damage, because I can't picture exactly what you mean!

 

[vinvac]

Just my two cents worth here, but poor customer service and follow through are a sign of the times. Unless you are dealing with a small locally owned company, it is hard to get someone to follow thru or pick up the phone.

The computer doesn't help matters, as many times orders like the one you are talking about are computer generated and someone may or may not look at a report that indicates a back order, they assume the program will take care of it.

Secondly, if the company doesn't pay well, the person on the phone is probably just wanting to put in the 4 hours they have to work that day...(most larger companies are trying to do away with full time employees and benefits) so they can get to their second job.

It truly is sad.

Not sure if this is the case for Dyson...but it is for many.


Morgan

 

[williamr1248]

Dyson On-Line

Jack,
Sorry I forgot to fully answer your question. No I did not get an order confirmation. I didn't know to even look for one. When they show you an article,you order it,they take your money and give you an oder number and the web site tells you it will arrive in about 7 days, I thought we were good to go.
The first indication that we had a problems was that the customer service rep was not aware they were on back order until she put me on hold and checked some other list, and this was on the second call.
I think Morgan is correct. the rep did what she had been told to do. It's almost like the customer is only trying to BUY your product and give you the money.
They should take some q's from QVC. If an item is sold out or back order you know up front. Still LOVE the canister and Tania is coming in today for 4 days so we will have Dyson overload! Also taking it to a mini-meet this Saturday.
Thanks Jack for all your advise and help.
Rob

 

[vintagehoover]

Hi Morgan,

this is categorically not the case for Dyson! Dyson's customer service (at least in the UK) is award-winning.

Rob's experience concerns me, which is why I'm trying to establish the exact details of what went wrong in the his case.

It seems odd to me, because in the UK, you can't order a part via the website if it's out of stock, which should ensure people don't find themselves in this situation (see pic below). You sign up to be notified when the part is back in stock, and make your order then.

 

[vintagehoover]

'They should take some q's from QVC. If an item is s

See pic I posted above!

 

[williamr1248]

Dyson on-line

Jack,
What you posted makes PERFECT sense to me. The customer knows up front there will be a delay on the order. Maybe it is just a slip up on our USA site. The first rep didn't check at all and the second rep put me on hold while she had to check other lists before she learned it was on back order.
I am all for improving service for the customer! We WANT our vacuum companies to be successful and keep producing those new and different vacs.
Rob

 

[williamr1248]

Dyson ON-LINE

Jack,
Tania and I were out vac hunting yesterday and my cell phone rang. It was Dyson calling. I thought it was about my floor tool but it was to rake survey about how I liked the new Dyson DC23. I was HAPPY to take the questions! I told her I would give the machine a 9 out of 10. I loved the machine. I told her I didn not like the carry handle "give' and it was heavy but I loved the turbine nozzle and no damage to my rugs like the DC07. She said she was writing all I told her down. If you take the survey ,you get a FREE tol of your choice. I also told her about the mess with my Flat our rug tool. She was shocked and told me she PERSONALLY check into the situation. Very postivie experience. I will update you and see what 'FREE" attachmet they send me.
Rob

 

[vintagehoover]

Hi Rob - glad to hear about this. Backs up what I was saying about Dyson being committed to good customer service!

Which free tool did you choose? I'd go for whichever one was the most expensive to buy!!

 

[williamr1248]

Dyson on line

Jack,
Just to clear up what I wrote. Dyson was NOT calling about the problem with the on line order. They were taking a survey on how I liked the new machine. Problem not solved yet.
I just got my statement today and the charges are still on bill for items not delivered.
I will keep you informed. I told the rep I already had the soft dusting brush and the floor duster. What I really wanted was just to get the tool I ordered and hoped they could fix the on-line site to reflect when items were on back order and have their reps infomed about the situation.
Rob

 

[vintagehoover]

Hi Rob - I did understand that the rep wasn't calling about the problem with the FlatOut tool on back order. You made that clear in what you wrote.

What I meant by 'good customer service' is that, as you can see, Dyson are actively consulting customers about what they like and dislike about the products and services - and providing customers with worthwhile incentives to take part in such surveys!