After a series of vacuum cleaners that lasted two or three years before biting the dust, we finally took the plunge and purchased a Dyson. Right out of the gate it was a superior machine to anything we had ever owned and continued to be for about five years before we had a problem.
Having purchased the vacuum at Costco I naturally wondered if I should just return it for a new one. But I did some research and found multiple posts talking about how great the Dyson service department is. So I decided to give it a shot. Let me tell you about my experience.
Fast response time
I went online and used the Dyson chatbot which took me through a flow that quickly determined that my vacuum needed to be serviced. After providing a little bit of information I received a response the same day indicating that I needed to take my vacuum to a UPS Store, provide them with a number, and they would take care of everything else.
Easy shipping
I quickly took the vacuum to a UPS Store and it was that easy. The employee indicated that Dyson has an account with UPS, took the vacuum, gave me a tracking number, and I was done. I sent the tracking number to Dyson and at that point it was a waiting game. Sure I had to put forth effort to drop the vacuum off at the store, but they made the rest of it so easy.
Friendly status call
A few days later I received a phone call from the man who repaired our vacuum. He let me know that he refreshed a few parts, cleaned it up, and would be shipping it back right away.
Accurate expectations
Just as the Dyson employee said, we received our vacuum a couple days later and could tell that it was repaired and functionality restored.
Clearly there’s a reason you pay more for a Dyson vacuum cleaner. With it comes nearly flawless consistency. Here are some of the ways I would characterize my experience with the Dyson service department:
- Timely in their responses
- Friendly in their demeanor
- Helpful with information provided
- Easy to work with
- Accurate in their repair
- Spot on with their expectations
Sure, it wasn’t ideal to go without a vacuum cleaner for a couple weeks, but problems like this are going to happen from time to time. Perfect customer experiences are rare and this is an excellent illustration of how consistent service can act as the safety net when problems occur. And I think it’s safe to say that, as a result, I’m more loyal to the Dyson brand than ever before.
Analysis
Dyson is a well-known brand, each engineered for the purpose it was made for, but with a heft price tag but a reasonable one. Dyson is known for how well their products are, for it’s longevity, power, and quality. It is more of an investment item rather than a quick buy but that’s why many are very loyal and swear by Dyson–their reliability and longevity. Not only do their products last a very long time, they offer repairs for all their products and some location have Dyson stores where you can drop it off to get repairs done. Not only is that more cost efficient in the long run, it reduces waste and increases trust of the brand as a whole that makes people think, “I can trust Dyson products” which will effect the brands overall reputation for a long time.
