Complaint / review text:
We purchased the Dyson DC 62 in December 2014. When we first received the unit, we had trouble charging the unit however we managed to get a charge and used the vacuum until the charge ran out. Subsequent charging was equally difficult until the unit stopped charging altogether in mid February. We contacted Dyson at which time they shipped us a new power plug. The new power plug did not solve the problem so we contacted Dyson again and were told that the battery would need replacement. Ten days later we received the new battery and installed it. The unit worked until the charge was gone on the new battery and, once again, we had a dead vacuum cleaner.
We contacted Dyson again mid March and complained that we needed the unit and wanted a replacement. We were told that a new unit would be shipped but only once the original unit and all accessories were returned to Dyson for inspection. We were unhappy with this response as we had no vacuum to use and were in the middle of a move. We asked to speak with a manager and were told a manager would call back. Ten days later a message was left on our phone to call Dyson. The number left was the Dyson help line general number and no one seemed to be aware of our issue. Since then we have not received our replacement Dyson, instead we received a replacement cone filter sent by Purolator and no mention of our vacuum cleaner.
Today we contacted Dyson and left a call back number. It has been several hours and we have heard nothing even though we understood that our call would be returned when our place in the queue was reached. This was not our first experience trying to reach or hear back from Dyson. We purchased the Dyson because our old reliable vacuum finally died and we were sure that Dyson had a great reputation. We have since had to purchase another vacuum (not a Dyson) and would like to know when we may expect to receive the intact and working product that we paid almost six hundred dollars for. The small cone filter we received is an expensive reminder of Dyson's poor customer service and refusal to provide the 100% satisfaction guarantee that was promised.