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.
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.
Just as the Dyson employee said, we received our vacuum a couple days later and could tell that it was repaired and functionality restored.
There was one problem, however. The box was damaged in shipping and one of the wheels snapped off. Oops. Having a great experience the first time, let’s see how they do the second time around.
Fast response time part 2
We contacted Dyson support again and received a response within a day. Just as they did the first time, they provided all necessary information to ship the vacuum via UPS.
Easy shipping part 2
We went back to the UPS store armed with a vacuum and another number and UPS took care of the rest.
Friendly email status
This time my wife received an email a few days later letting us know that the vacuum had been repaired and was on its way back.
Accurate expectations part 2
And a few days later we received our vacuum — this time with the wheels intact.
Are you noticing a trend here? 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
I’d say that’s a pretty darn good list to emulate if you’re looking to sell a product like a Dyson vacuum at a premium.
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.
Have you had similar experiences with top brands and their customer experience? Leave a comment below and share your observations.