Faulty Dyson vacuum from Noel Leeming

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306 posts

Ultimate Geek

#2532815 1-Aug-2020 17:15

I have a Dyson stick vac that had a battery that failed very early. Rang Dyson direct. They couldn’t send me a new battery quick enough. No questions asked. Almost like they knew they had battery issues. No problems with replacement battery.

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kornflake

409 posts

Ultimate Geek

#2533020 2-Aug-2020 11:44

tehgerbil:

Ok, so let's break this down..

1 -Wait until it's come back.
If they say - Here's a replacement. <problem solved?>
If they say - There's nothing wrong then advise you will not be collecting the product and request a replacement or refund.
If they say - It was broken and fixed then think about what you want - either leave it there and demand a refund or?..

2 -Go back there now..
Request an instant replacement/refund. This isn't going to happen until it's back from assessment to prove you didn't break it.
Request a loaner. This isn't going to happen as they just don't have one..

As mentioned above, you've kinda gotten yourself into a corner on this one.
You can only reasonably wait for the assessment to come back.

I can hear you say - what about the CGA???

I can tell you under the CGA the seller has the right to assess the unit to determine fault.
Under those rights you must allow a 'reasonable' time period to allow them to rectify the situation.

Now yes - I agree with you, they should NOT have taken 5 days to get it to a courier, HOWEVER Dyson support is absolutely freaking useless. (E.G. Took me 9 days for them to respond to my email.)

Devils advocate here - It's possible they were waiting for the Dyson Rep to come into the store for them to talk to before shipping it to Dyson, or Dyson simply could have taken that long to confirm they should ship it in to be assessed.

Now, if the delay has been out of their hands then it's fair they've taken so long, but they still have their reasonable time period allowance under the CGA, which they're still under whether they caused the delay or not to be fair.

Sorry for the rant, I just want to help you appreciate there's a lot more to think about than just "I demand a replacement under the CGA".

Your move is dependent upon what Dyson comes back with.

If the assessment isn't done by next Saturday, that's two weeks which I would deem fair for an assessment and you're within your rights to only complain it's taking too long, but don't expect a refund/replacement until they confirm you didn't damage the unit.

People are so ignorant when it come to the CGA, the retailer has rights under it too, but the average consumer doesn't sees it that way, The number of customers i encountered that made the "i am entitled to a replacement or refund" have never read the entirety of the act and only picked up on the bits that suit them, As for those customers who dug their toes in WHO WERE COMPLETELY IN THE WRONG, i would polity tell them to f#$k off, man some people are just dumb, you can not misuse the product and expect the manufacturer to pick up the pieces nor treat a retailer like a library.

MikeAqua

7769 posts

Uber Geek

#2533453 3-Aug-2020 07:21

Lastman:

I have a Dyson stick vac that had a battery that failed very early. Rang Dyson direct. They couldn’t send me a new battery quick enough. No questions asked. Almost like they knew they had battery issues. No problems with replacement battery.

I had a similar experience. They arranged a courier at no cost to me and sent it back repaired. I dealt directly with Dyson and they were excellent. I hadn't bought an extra warranty (I never do).

Mike

webup

545 posts

Ultimate Geek

#2534749 4-Aug-2020 18:30

Day 10 now since we took it back

Rang Dyson directly who confirmed they have it and its in a queue of repairs. Apparently can take 8-10 days...

Told the support person what the issue was and they said its likely a battery issue and will see if it can be sped up.
Had no followup phone call yet so no idea if this is happening or not.

Will wait patiently for Dyson to fix....

zespri

412 posts

Ultimate Geek

Lifetime subscriber

#2534839 4-Aug-2020 20:36

Just wanted to share some experience with Dyson. An about 3 years old vacuum cleaner started perform poorly when on full charge. I googled about a bit and I've found a lot of praise for dyson support. I decided to give it a shot. I normally prefer email to phone, since I have a thick accent and not everyone can quickly tune their ears to it. So I emailed to help@dyson.co.nz and received a reply next day asking to email them the serial number of the unit I have and also give them a call to do on-the-phone diagnostics.

I replied with the serial number and I phoned them and talked to the support person that asked a few simple questions about the nature of a problem and then said that I need to send the unit to their address in Auckland. She said that she would email me the courier label. She said that the diagnostics will be free, and they ask if I'd like to pay for the repairs. The courier label was obviously free for me, they were paying for it.

I printed out the label, packed the vacuum cleaner and get the courier to pick it up. In about a week they called me back, told me that battery life time has expired and that they replaced it. They told me this was free of charge (which was nice given that the vacuum cleaner was already out of warranty). I received my vacuum cleaner back by post in a few days (it was last year) and it keeps working well.

Lastman

306 posts

Ultimate Geek

#2534852 4-Aug-2020 21:10

As an aside, I have to say, the stick vac has transformed my vacuuming experience.

antonknee

1133 posts

Uber Geek

#2534981 5-Aug-2020 10:36

Extended warranty
The replacement offered in Noel Leeming's extended warranty previously only applied onces the manfuacturer's warranty had expired, and you must have made a claim via their warranty administrator's online portal or call centre to receive this benefit. The provider of their extended warranty has recently changed however and I am unsure if the same exclusion around the manafacturer warranty applies with the new provider. I assume it does, as there is a clause in the Ts & Cs which states "What is not covered: Breakdowns that occur within the Manufacturer’s Warranty".

CGA
Your rights under the CGA are to obtain a replacement or refund or repair (your choice of remedy) if the failure is significant/substantial. If the failure is minor, the supplier (retailer) has the choice of remedy. In any case, it's well established that both you and the supplier have a right to an independent assessment of the goods (ie send it to a service agent to get looked at before making a decision).

If a supplier is remedying a minor fault by way of repair, this must be completed within a reasonable time (actually any remedy must be). What's reasonable for a vacuum, which might be used once a week, will be different to what's reasonable for a mobile phone which is used daily.

OP's customer service
Not good enough that it sat around in store for 5 days before being sent. I would suggest 2 weeks in total is a reasonable amount of time for the vacuum to have been sent, assessed, repaired and sent back. Any longer than that would be pushing it in my view/experience working with the CGA and repairs.

Jaxson

8017 posts

Uber Geek

Trusted

#2535008 5-Aug-2020 11:15

I had first hand experience with this over lockdown. Dyson would no longer charge, despite being fairly new.

Googled what the light colour/flash meant and then wife contacted Dyson directly, not via Noel Leeming.

Wasn't sure how that would go, but new battery was sent out free of charge and she swapped it over easily and was back up and running quickly.

Not entirely convinced this won't happen again a bit after the warranty expires, but will probably aliexpress a replacement at that stage. (They seemed to offer some higher capacity options too).

Moral/feedback - consider going to Dyson direct.

tigercorp

668 posts

Ultimate Geek

#2535023 5-Aug-2020 11:48

While we're doing Dyson customer service stories...

Was in Sydney and picked up a V12 on a great deal. I brought it back in my luggage but somehow forgot the power adapter.

Rang Dyson to see where I could purchase one from, the rep checked my serial number and sent out a new one for free as a 'warranty replacement'.

Absolutely incredible.

Psilan

856 posts

Ultimate Geek

#2535876 6-Aug-2020 16:15

My V6 failed from Noel Leeming Hornby after about 11 months too.

Took 2 weeks. They swapped the battery plus the body of the unit for a new one.

Voyager referral - https://refer.voyager.nz/68QKJ8XKK

webup

545 posts

Ultimate Geek

#2535877 6-Aug-2020 16:18

Psilan:

My V6 failed from Noel Leeming Hornby after about 11 months too.

Took 2 weeks. They swapped the battery plus the body of the unit for a new one.

On Saturday ill be at 2 weeks since dropped back to Noel Leeming.
From speaking to Dyson im not holding my breath we will even have it back next week.

webup

545 posts

Ultimate Geek

#2536110 7-Aug-2020 10:01

Rang Dyson support this morning.

Answered by a lady I could barely hear who was shuffling around obviously doing other jobs other than sitting at a desk taking my phonecall.
Then came the noise from children in the background talking to their mother taking the call who was clearly working from home.

She took my details and said they have no record of the job with them.

I explained when I rang Dyson 8 days ago they had a record of the job as the Dyson rep said she could she the vacuum was at chch airport waiting its flight to Auckland (This was 5 days after it had been dropped to Noel Leeming Moorhouse Ave too).

Todays Dyson rep said she would look into it and see whats happening, to which I explained 'thats what the Dyson rep 8 days ago told me as well and never called back'.

So I ring Noel Leeming Moorhouse Ave and speak to assistant manager and explain 'it's now been 13 days since I dropped the faulty product back to you and Dyson can't even seem to find it let alone fix it.
Id like to just get a refund on it since it stopped working after only 11 months and I'll just buy something else.

His reply 'its not as simple as that 'give me your details and I will see what's going on and call you back'.

Fun times....

Jaxson

8017 posts

Uber Geek

Trusted

#2536141 7-Aug-2020 10:30

Not that it helps you now, but did you go through the retailer first or direct to Dyson?

Consumer guarantees wise you're supposed to go through the retailer, but response wise I've always found it easier to contact the manufacturer directly and sort out a plan and then involve the retailer if needs be.

Did this with Harvey Normans years ago with a Panasonic projector for example, so when I went to the retailer I was telling them what the story was, what they needed to do now, what I needed from them and who to speak to at Panasonic etc.

It shouldn't be this hard, but it can be a mess sometimes unfortunately.

We had the same issue as you over lockdown and it was sorted quickly, without involving Noel Leemings at all.

Side note, but I fully expect this battery to die again in a similar timeframe, only that time out of warranty.

webup

545 posts

Ultimate Geek

#2536284 7-Aug-2020 14:48

Jaxson:

Not that it helps you now, but did you go through the retailer first or direct to Dyson?

Consumer guarantees wise you're supposed to go through the retailer, but response wise I've always found it easier to contact the manufacturer directly and sort out a plan and then involve the retailer if needs be.

Did this with Harvey Normans years ago with a Panasonic projector for example, so when I went to the retailer I was telling them what the story was, what they needed to do now, what I needed from them and who to speak to at Panasonic etc.

It shouldn't be this hard, but it can be a mess sometimes unfortunately.

We had the same issue as you over lockdown and it was sorted quickly, without involving Noel Leemings at all.

Side note, but I fully expect this battery to die again in a similar timeframe, only that time out of warranty.

Was yours a Dyson stick vacuum that stopped working as well?

Jaxson

8017 posts

Uber Geek

Trusted

#2536292 7-Aug-2020 15:04

webup:

Was yours a Dyson stick vacuum that stopped working as well?

Yes, model SV10 Animal by the looks of it.

They supplied replacement battery and pre filter free of charge under warranty, shipped/communicated direct to us, not through Noel Leemings.

Power Pack & Screws Service Assy E 1x 129.00
Pre Filter Assy 1x 31.00

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