Dyson Service Center Troy — Attraction in Troy

I love Dyson products. I have two Dyson vacuum cleaners. Today I took my hand held vacuum cleaner to the Dyson service center in Troy. The reason I am giving 1 star is because of the customer service experience. The service attend was so rude and racist. He said that my vacuum cleaner is 10 yr old and the battery is most likely not available. So I said okay then what is the next step. He said I will give a call and don't loose the receipt. He didn't answer my question if the you didn't get the battery then what is next step. Since Dyson discontinued it is not much fault. Anyways then he said it will charge you $75. I said okay. Then I asked do you guys clean the vacuum cleaners. He said no. I said yes you guys do it I have got my Dyson large vacuum cleaned. Then he had to look in my account and said yes we do, but you have to pay for it. Of course who doesn't pay. There is no free lunch. And for asking these questions he said why am I confrontational with him. What just asking these questions I am confrontational. Dyson products are good, but the customer service at the service center sucks.

So I called Dyson customer service at 1-800 and Bryan the customer service agent was very helpful in listening to my complaint and sending it to the administrative services. I hoping that I will get a call from them soon.

Thanks.

Update: April 17th 9 pm

So based on my morning experience at the Dyson Service center in Troy, MI I got a call from Scott Sutton, Regional Service Manager around 12:40 pm. He handles the all of the customer service centers in the midwest region. Scott was really nice he knew exactly the situation what had happened to me in the morning. He again wanted to hear the sequence of events from my end. He listened to my experience understood the pain that I went through in the morning. He on behalf of Dyson apologized to me, which I appreciate it.

Moreover Scott took care of the situation and helping me with the product. Yes he did mention the employee's name who disrespected me in the morning. I am not going to mention the employee's name because I hope that Dyson employee will learn from today's experience and hopefully not make a similar mistake to another customer. I personally would not want to have a negative publicity to that employee based on this review. Hopefully Scott and the Dyson team will work with that employee and make sure this does not happen in future.

I appreciate Dyson for holding their corporate sustainability standards by treating all individuals with respect and with dignity.

Thank you Scott, Bryan and Dyson team for taking care of your customer.

Based on this I am going to change the rating from one star to four and half star because of how Dyson held their corporate responsibility towards...

Brought my fan/heater combo in for a cleaning on Monday, after being advised by Dyson customer service after their suggested at home cleaning attempts didn't work. I received an email on Wednesday to pick it up. The stores hours are only 8-4:30, which is terribly inconvenient, so I went Thursday morning to pick it up. The fan was scratched up on the front and warped on the inside, it was NOT AT ALL in this condition previously, just a bit dirty and full of pet fur. The paint on the inside appears as if it's going to start peeling, and the front has some. nasty black scratches near the buttons. As I did not have time to go back this week, i sent my Mother (Original purchaser, this was a gift from her) with the warranty information this morning. The person working insisted that the fan came in that way on Monday, and they are refusing to repair the warping and scratching they have caused on the unit. Also insisted that they were "really nice" to me by NOT upselling me on a new machine. FAIR WARNING - BEFORE TAKING YOUR DEVICE IN TAKE MANY DETAILED TIME STAMPED PHOTOS, MY DEVICE IS NOW AN EYESORE DUE TO INCOMPETENCE AND A LACK OF ACCOUNTABILITY. I will never buy anything Dyson again, and I will never trust them to "service" anything I still have that is Dyson brand.

UPDATE - The past few weeks I have been in contact with Dyson customer service, who have been very patient and understanding with my frustrations at what occurred at the service center. They have worked hard to make things right, and I am satisfied with the solution they have provided. I'm still not happy with the experience I had, however, I am more than willing to give the Dyson brand another chance, and appreciate the effort they go through to make their customers happy. If you have issues, don't give up on talking to customer service, they will go above and beyond to make things...

2 stars because they did quickly fix my vacuum, but the employee working this morning needs a crash course in customer service… or he needs to seek employment that brings him more satisfaction with his job.

When you arrive you are greeted by a sign with a typed document stating you need to scan the QR code to check in. Everyone must check in for repairs. My drop off was smooth, it’s a bare bones customer service approach.

Pick up however was a total disaster a week later. Employee comes out doesn’t greet me already off to an uncomfortable start. I state I’m here to pick up a vacuum. He asks me for the service number. I’m looking in my emails, I see all kinds of invoice numbers etc and he’s like no I said service number. I tell him I don’t have it and he tells me it’s on my phone in text. Guess what?!? I don’t save texts from a week ago. If they really needed that number they should inform you at drop off to save the number. I then tell him can you just find it by my phone number. He’s like yes, but it will take me time…. Less than 3 minutes he’s back out front with my vacuum…. Meanwhile I call Dyson support in the lobby because maybe they have my service number. I couldn’t get through and asked for a call back. I did get my service number and of course bonus of telling them how awful the only certified Dyson center in Michigan is with customer service.

On the way out he tells me all the info on my invoice that they sent me means nothing to them… what I wanted to say back was… “well do customers matter to...