Faulty Dyson vacuum from Noel Leeming

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#273005 30-Jul-2020 08:56

We bought a stick vacuum from Noel Leeming 11 months ago ($499) and $70 Product pro warranty and for the last 6 weeks or so it has worked for a few seconds then shut off.
It sits on a charging cradle all the time and charge lights are working etc
Looked online and people recommend cleaning all the filters which we have done several times according to the instructions but the problem remains intermittent.

Last Saturday morning we returned it to Noel Lemming in Chch and told them about the issue.
They took all the details and said they would send it off for inspection.
I asked about a loan vacuum and they said we don't have any.

Asked how long it would take to get assessed etc and they weren't sure.
Asked about their advertised 'items under $500 direct swap out' and the guy seemed blank on it.
Rang Noel Leeming this morning and apparently only yesterday afternoon its been sent to Dyson in Auckland but still currently sitting at chch airport waiting for its journey up to Auckland.

This all seems pretty poor to me.

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BDFL - Memuneh
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#2531225 30-Jul-2020 09:26

It could be something as simple as a battery that needs replacement but won't know until it's assessed.

What's poor in this context? That NL did not swap with a new one straight way?

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wellygary

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#2531235 30-Jul-2020 09:38

>I asked about a loan vacuum and they said we don't have any.

...really... and this surprises you......

[this thread is going to turn into one of a "first world problem" real quick...]

antonknee

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#2531242 30-Jul-2020 09:44

The automatic swap out under $500 in the extended warranty used to only apply after the manufacturer's warranty had expired. Ie if you had a 2 year manufacturer warranty (like Dyson) and bought a 3 year extended warranty, that would only apply during that third year. And you had to start a claim through the warranty company. I don't know if any of that has changed.

Bit poor for it to have sat in the store for so long. When I worked at Noels our SLA was to send out repairs the next business day, which would have been Monday in your case. Then allow a night or two for it to arrive in Auckland.

I don't know who does Dyson these days, I think it's Dyson themselves now, but when it was Avery Robinson I always found their repair timelines extremely long - weeks for a simple fix.

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#2531244 30-Jul-2020 09:47

wellygary:

>I asked about a loan vacuum and they said we don't have any.

...really... and this surprises you......

[this thread is going to turn into one of a "first world problem" real quick...]

As a dealership owner selling high end but second hand cars if a customer is going to be out of their vehicle even for an hour we provide a loan car.
I had read somewhere of either HN or NL having a few old loaner vacuums available but clearly its not the case.

freitasm:

It could be something as simple as a battery that needs replacement but won't know until it's assessed.

What's poor in this context? That NL did not swap with a new one straight way?

Sure it could be something simple, I was under the assumption, rightly or wrongly, that these cheaper items were just swapped out with another one when presented faulty.
Understand it needs appraising and fixing, just a pain when you have to endure a vacuum less house for what looks to be more than a week.

antonknee

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#2531250 30-Jul-2020 09:53

wellygary:

>I asked about a loan vacuum and they said we don't have any.

...really... and this surprises you......

[this thread is going to turn into one of a "first world problem" real quick...]

When I was at Noels, loan items were a nightmare. People would break them because it wasn't theirs. Or just refuse to bring them back because it was better than the one they'd had repaired, or they just couldn't be bothered. Inevitably there would be two vacuum repairs in at once, but only one loan vacuum. In the end, it's usually only a week or two so most people can go without.

tkr001

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#2531267 30-Jul-2020 10:43

webup:

We bought a stick vacuum from Noel Leeming 11 months ago ($499) and $70 Product pro warranty and for the last 6 weeks or so it has worked for a few seconds then shut off.
It sits on a charging cradle all the time and charge lights are working etc
Looked online and people recommend cleaning all the filters which we have done several times according to the instructions but the problem remains intermittent.

Last Saturday morning we returned it to Noel Lemming in Chch and told them about the issue.
They took all the details and said they would send it off for inspection.
I asked about a loan vacuum and they said we don't have any.

Asked how long it would take to get assessed etc and they weren't sure.
Asked about their advertised 'items under $500 direct swap out' and the guy seemed blank on it.
Rang Noel Leeming this morning and apparently only yesterday afternoon its been sent to Dyson in Auckland but still currently sitting at chch airport waiting for its journey up to Auckland.

This all seems pretty poor to me.

Mine did that when the "foot" had clogged up. Cleared it out and bingo.

muppet

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#2531269 30-Jul-2020 10:45

"This all seems pretty poor to me."

Then get back in there and demand what you've paid for! Especially if it's part of the warranty you purchased!

Letting them walk all over you then coming here to complain doesn't help you much!

Go back in and state your problem and how you want it resolved. If they try to rebuff you, stand your ground. Of course they'll act like they don't know what you're talking about, or tell you "that's only valid when the moon is green" etc etc. If they're not selling they're not interested. Go back, explain your rights, and then quietly and calmly keep insisting on what you want. If there's awkward siliences, let them happen. They'll go silent and stare at you. Humans, not liking awkward silences, tend to fill it in with things like "Oh well thanks anyway" etc etc.

As much as you'll want to feel like it, don't "arc up" or start shouting your demands. All that does is make the opposite party "dig in" and you'll have little to no chance of getting what you want. Just keep calmly repeating what you want.

Of course, you must be entitled to it somehow, no matter how calm you are they're not going to give you things you're not entitled to. But boy oh boy will they try hard not to honour what you are entitled to.

Stand there, equally as silent and then if nothing happens repeat what you want.

Coming here to complain, you might as well shout at your wall.

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#2531282 30-Jul-2020 11:11

muppet:

"This all seems pretty poor to me."

Then get back in there and demand what you've paid for! Especially if it's part of the warranty you purchased!

Letting them walk all over you then coming here to complain doesn't help you much!

Go back in and state your problem and how you want it resolved. If they try to rebuff you, stand your ground. Of course they'll act like they don't know what you're talking about, or tell you "that's only valid when the moon is green" etc etc. If they're not selling they're not interested. Go back, explain your rights, and then quietly and calmly keep insisting on what you want. If there's awkward siliences, let them happen. They'll go silent and stare at you. Humans, not liking awkward silences, tend to fill it in with things like "Oh well thanks anyway" etc etc.

As much as you'll want to feel like it, don't "arc up" or start shouting your demands. All that does is make the opposite party "dig in" and you'll have little to no chance of getting what you want. Just keep calmly repeating what you want.

Of course, you must be entitled to it somehow, no matter how calm you are they're not going to give you things you're not entitled to. But boy oh boy will they try hard not to honour what you are entitled to.

Stand there, equally as silent and then if nothing happens repeat what you want.

Coming here to complain, you might as well shout at your wall.

Thanks good feedback.

Posted here as I know theres a lot of experience within the community dealing with consumer product issues to a good place to get some feedback.
Ill touch base with them and see how its tracking

richms

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#2531303 30-Jul-2020 11:43

It has a battery in it and is now a faulty product so its not just a normal courier shipment. Alarming that they said its waiting at the airport to go to auckland since it should be on a truck that hauls dangerous goods.

Richard rich.ms

antonknee

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#2531338 30-Jul-2020 12:58

richms:

It has a battery in it and is now a faulty product so its not just a normal courier shipment. Alarming that they said its waiting at the airport to go to auckland since it should be on a truck that hauls dangerous goods.

While that might be the case, my practical experience of this is that it almost certainly will have just been chucked in a box and had a CourierPost label slapped on the side with no thought to the battery. Ask no questions, tell no lies I guess.

gregmcc

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#2532265 31-Jul-2020 17:19

At the end of the day once it's repaired you can turn around and reject it because the warranty specified a replacement. I played that game with Heathcotes a couple of years ago with a breville coffee maker which clearly sated in their warranty statement it would be replaced rather than repaired. When I took it in I specifically pointed this out to them, but they said "It has to be assessed 1st" no problem, they assessed it, they repaired it and sent it back, I went to the store to collect and rejected it pointing out the warranty statement, they complained about the expense of the repair - "not my problem - I did advise you of this when I brought it and and you chose to ignore me"

They flatly refused to honor the warranty replacement, a nicely worded email to Breville and Heathcotes and 2 days later a brand new replacement was ready for me to collect.

k1w1k1d

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#2532328 31-Jul-2020 18:51

Don't most warranties state "repair or replacement at their discretion"?

mudguard

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#2532729 1-Aug-2020 15:08

gregmcc:

At the end of the day once it's repaired you can turn around and reject it because the warranty specified a replacement. I played that game with Heathcotes a couple of years ago with a breville coffee maker which clearly sated in their warranty statement it would be replaced rather than repaired.

I thought under the CGA it was repair, replace, refund, in that order? I don't know which is over riding, CGA?

tehgerbil

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#2532775 1-Aug-2020 15:27

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.

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#2532776 1-Aug-2020 15:29

mudguard:

gregmcc:

At the end of the day once it's repaired you can turn around and reject it because the warranty specified a replacement. I played that game with Heathcotes a couple of years ago with a breville coffee maker which clearly sated in their warranty statement it would be replaced rather than repaired.

I thought under the CGA it was repair, replace, refund, in that order? I don't know which is over riding, CGA?

If the warranty statement says they are going to replace instead of repair, that makes it part of the sale and purchase agreement, the retailer can't decide down the track that they don't want to replace and repair instead.

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