Dyson Service Center Centennial — Local services in Centennial

After a long day working in healthcare, I was excited to go to the Dyson Service Center. My device wasn’t working properly, so I logged into my account to troubleshoot the issue and found out it was the battery. My options were to have one mailed to me or to go to the service center where they’d also check the overall health of the device. I didn’t know this was an option now that this service center was in the Denver metro, so I was thrilled! I planned it out with my work schedule and the hours of operation of the service center. When I arrived, I did not see the curbside service as mentioned online. The girl who parked next to me walked into the store with her Dyson so I followed her lead. The man helping her shouted at me that I was not allowed to be in the store at the same time as her and to go outside and wait. It was cold outside, my body ached from a long day of working with patients, and I simply tried to ask a few questions (while standing in the doorway) about the process (since they obviously didn’t have curbside service as stated on their site. I simply wanted to know if I could wait in my car without getting skipped if someone else came and waited outside, but I was NOT allowed to ask any questions. The man kept yelling at me to get out of the store and he’d help me later. I went to my car and nearly started crying. I have Multiple Sclerosis and am in excruciating physical pain by the end of the day but still try to smile. I work in healthcare. I’m kind to all of my patients. Why couldn’t a little kindness have been extended towards me? Soon, a younger guy came and stood outside of the store. I got out of my care and took my Dyson to him. He told me to fill out a paper that I could barely see (because it was getting really dark outside). I asked him if it was okay if I go fill it out in my car because I was cold. He seemed annoyed, even though he was going inside with my Dyson anyhow. I was in so much pain and I thought that Dyson employees would be much more professional, but I was mistaken. When I got home, I started to question WHY they don’t have information about WHAT their curbside service means. When I read that they had curbside service, I thought they’d provide service to you from the curb and customers would remain in their vehicles. Isn’t that what curbside service is? Unfortunately, their curbside service is defined as: in store service with one customer only in the store at a time and the rest waiting in line on the sidewalk. Oh, and to top things off, I asked if they checked the health of the Dyson as stated on Dyson’s website. The guy’s response, “it...

Note: I know this says 4 stars and then talks about serious problems. The rating is primarily driven by their response to the problem rather than the problem itself. Mistakes happen. How we respond is more important.

Beware of fraud.

I brought this store two vacuums that needed help. One is a stick vacuum and the other is an upright. I told the tech that the upright seemed to be dying early, but that sometimes it would run a normal amount of time and the difference felt random. I said the upright vacuum seemed to be having issues with performance in general.

The stick was with me and he walked behind the wall with the upright. A tiny bit later, I heard it turn on. Then it turned back off within 5 seconds. A little bit later, he emerged and said that the upright needed a half dozen new parts and the stick needed a new battery, a service visit totaling just shy of $400.

The upright was examined for no more than 20 total seconds and the stick was never even touched. Maybe Dyson can correct me and tell me that a tech can tell issues with internal parts after a handful of seconds of it running, though the other repair stores for Dyson that I called balked at the idea of it.

In an attempt to let Dyson, the company, convince me this was a mistake, I called their customer support line. I explained the situation to the person on the phone, who had me gather serial numbers and attempted to diagnose the problem over the phone and sell me the repair service. I clarified that I just wanted to speak to the manager over that region and he said he had that information and had sent it over.

That was a month ago and I've heard nothing. Maybe this is still just a tiny spec in an otherwise excellent company. Or maybe they really are ok with fraud.

UPDATE: The regional manager left his number and I called it. To his complete credit, he did not make excuses for the tech I had interacted with. He shared why he thought it might have happened and the actions he would be taking to correct it. He did not dodge responsibility. He was not pandering. The response was, basically, perfect. So, I am going to leave the original review for the sake of reference, and the experience with the tech holds, so advocate for yourself if you see it. The company, though, stepped up to the plate and so this is almost certainly an issue with an individual, not...

Definitely avoid this shady business. This has been the worst experience ever and has definitely turned me off from buying a Dyson again (or maybe just hope it never needs a repair). We brought in our Dyson fan that was only a few months old to get its power cable replaced. The repair was done within a week and we went back to get it.

Problem #1: some scuff marks and chips on the frame appeared on the fan after the repair. Luckily, we noticed them when we picked up the fan. So after a little back and forth, they finally decided to refund the repair costs (labor and materials). They told us the refund would be posted to our account within a few days. Fair enough, that should have been the end of it. But nope...

Problem #2: we took the fan home and plugged it in... and it made a lot of noise and refused to rotate. What we thought were just minor (though expensive because a new sleeve costs a lot of money) cosmetic damages had now increased to actual damage to the fan. Great! Rather than trust the same place that had broken it, we contacted Dyson directly for a replacement and got that approved.

Problem #3: Several days (~10) after the first problem, we check our accounts and find that there still has not been any refund from this Dyson Service Center. After some calls, we find out that they decided to not refund us because we were now getting a replacement... FOR THE FAN THEY BROKE! Wow, the reasoning here is insane. After getting nowhere with this business, we contacted Dyson directly and got them to approve the refund for the labor. We didn't worry about the refund for the materials since the charge for that hadn't posted to our accounts

Problem #4: And now, 13 days after this terrible experience, we got an invoice for the materials and a charge posted to our credit card. So now we have to go through the whole process again of contact Dyson directly to get this refunded because somehow this business's poor ability to service Dyson products without breaking them is something that we...