Dyson Service Center Paramus — Local services in Paramus

I reported my Dyson big ball animal and allergy Over one month  ago to customer service for injuring my child! After vacuuming I turned off the vacuum and continued with my daily chores. I heard a scream coming from the next room and walked in to find my 5 year old daughter hysterically crying as she was holding her leg. She pointed to the vacuum and said it burned her. I went to touch the big ball of the vacuum and it was scorching hot! It felt as hot as a heating radiator! My daughter calmed down after a while and after applying ice to her leg, she was ok. I do have kids over my house all the time.... had it been a toddler,I worry the injury would have been more severe! I immediately called dyson to report the incident. I was told by Early (supervisor) to have the vacuum shipped to the service department to the get inspected. I agreed to ship the vacuum for inspection with regards to making sure this does not happen to any other family with small children or pets and made it clear that I absolutely did not want this model back in my home even if it were to be repaired! After a couple of weeks and numerous calls and emails to dyson I was told that the inspection concluded "moisture in the Vacuum" and that Dyson is not responsible for water damage. I don't acknowledge ever having any liquid around or near my vacuum. My vacuum is a little over a year old. I can't believe that dyson will not exchange or refund me for this incident! Safety is my main concern and that is the reason why I do not want to have this specific vacuum back in my home. I'm also surprised that there are no safety features regarding over heating. Clearly it's a malfunction of the vacuum if a little moisture can cause this vacuum to over heat to this extent! It has now been over one month and no response and no resolution....I asked that the indecent be escalated to higher  personnel. I then spoke to Jacqueline Augustin(quality assurance and agent manager) who informed me that the vacuum will be shipped to Chicago for further inspection by an engineer (which is what I requested initially as I assumed that would be the safe option) and gave me her direct number. Two weeks later no response from Jacqueline and no return calls,she will not answer my calls...I have left numerous voice mails and still no response!

The final response that I received was through supervisor Tony Robinson was that there was nothing that could be done other than return my dangerous vacuum back to me because further inspection with a "qualified engineer" which was inspected one month after the incident did not conclude a manufacturer issue. I implied if the inspection was done immediately after the incident perhaps the issue of over heating would have been detected as opposed to waiting one month! Tony Robinson continued to be apologetic in stating dyson is not responsible for me not being able to maintain my vacuum.

I have been a loyal customer of dyson for over ten years and own two other dyson vacuums.its hard to believe that dyson would even allow me to have this vacuum returned to my home after...

People usually write reviews when the service/product is exceptional or poor.  This is a review b/c of the latter.

I dropped off 2 TP-04 Pure Cool fans on December 2, 2021.  They had a service technician out on sick leave and I get that delays can happen.  But I never received any communication about the delay.  I had to reach out and inquire.  Like other reviews mentioned below, Dave Schlichting should not deal with customer service.

After reaching out to Brad Vajda, I finally got a useful response and this is what Dave writes on Jan 11, 2022: "You stated you heard a high pitched noise on both units. We ran them and did not hear any noise. We are therefore unable to repair them so we will replace them under your warranty agreement."  Multiple reports on this unit online show people having the same issue with this model but it took almost 6 weeks later just to run the units and report to me that they can't figure out what's wrong with it?

While I'm greatly appreciative that they offered to send 2 new units to replace my old ones, when I finally received them via UPS, the boxes were completely disintegrated, the units inside were both not secure and one of the units had the power cord and remote missing.

I get that not having air purifiers is not the end of the world and could be trivial in the grand scheme of things, but c'mon people!  Are you just having a laugh?

Also, good luck when reaching out to their 1-800 customer service number.  It directs you to a call center and makes you feel you've just had a Kafkaesque experience afterwards.

P.S Brad just wrote to me: " I’m sorry to hear that the boxes arrived damaged. They should be new units and the boxes were in good shape when they left the facility. I will work with the team to hunt down two more units and make sure they are over boxed this time."

You're right, they should be new units but I'm sure I was sent refurbished ones. My motivation in writing this public review will hopefully cause a real and positive conclusion to this saga.

TL;DR version; reconsider purchasing expensive Dyson products and good luck when you need service on the units.

I've attached photos of the boxes when I received them yesterday. Tell me they were sent in boxes that were in good shape with a straight face. Did the driver get hungry and start gnawing on the nearest cardboard? The boxes disintegrated in 1 day b/c the laws of physics cease to exist in the UPS truck...

Dyson overall customers service is dissatisfying I have been using Dyson products for the last 12 years and must I say if anything goes wrong the blame is always the customer - They will help you troubleshoot 1001 things and still ask you if you were sure you did all the proper steps - for the price of their products customer service should be hands-down immaculate so I thought - I have also learned that Dyson sells refurbished and used products as new products - whether you purchase brand-new or refurbished products you will still have the same issues with customer service - I just feel betrayed by a company that I was devoted to for a very long time - The last product that I purchased was a fan heater and air purifier which was the last straw for me - when I received my item the heating option did not work and a few weeks later my fan did not blow out cool air at all - Dyson had me trouble shoot a million things - so they suggested maybe my filter needs replacing - But nope it’s a brand new product I had 87% left on my filter before it would have need to be replaced - I just wanna slip this in in the last 12 years I have purchased four Dyson vacuums only one of them currently work and 3 air products and none of the work - The cleaner head on the any Dyson vacuum Will definitely stop working in less than 12 months - The trigger piece that you hold down with your finger has broke on every last one of my vacuums - All of the run times are in accurate - I can go on and on and on but I’m not going to I think I clearly made my point - and with that being sad I will not purchase any Dyson products of any sort ever again I will not recommend any Dyson products of any sort ever again - I would not be surprised that in 10 years from now Dyson is not gonna be what it is today they don’t appreciate their customers and the products is way too expensive for what you get - I’m just sadly disappointed that I invested my last 12 years and thousands of dollars with Dyson just to be let down completely - When it comes to Dyson you don’t get what you pay for - The only good thing is that I’m glad it didn’t take me any longer to realize that I need to find another company For a vacuum and air...