I need to share my frustrating experience with Dyson Canada's customer support, hoping it might help others avoid the same issues.

Back in 2022, I requested a replacement for a faulty Dyson hair dryer that was under warranty. The customer support team assured me during one of our phone conversations/emails that they would send me a return box and exchange my defective product. However, I never received the return box. Despite sending multiple follow-up emails, I never got any replies from Dyson.

Last week, I called them again, and they informed me that my warranty had now expired. However, they acknowledged that my case had been on file since 2022 and promised to follow up and send me an update email within 3-4 days, considering it a special case.

A week went by without any communication, so I called them again this afternoon. I spoke with a representative named Mxnuela, she reiterated that my warranty had expired and that it was my responsibility to follow up during those two years. She also mentioned that all they could offer was a 20% discount on a new Dyson product. I couldn't believe it! Even new customers can get such discounts, and better deals are available during sales like Black Friday. I feel humiliated!

I have all the email records and phone calls between myself and Dyson's support team. I'm extremely disappointed that they couldn't uphold their promises to a loyal customer and that their support team has been so unresponsive and unhelpful throughout this entire process.

Has anyone else had similar issues with Dyson Canada's customer support? Any advice on what to do next would be greatly appreciated.

Purchased my first ever Dyson, accidentally purchased the wrong machine. I bought the Hot and Cool turbo and didn't realise its not a purifier.

I had originally planned on receiving the refund and purchasing the Dyson I did want, but to say the customer service has been absolutely terrible is an understatement.

I've called and texted them probably on 7 different occasions and each time they just lie and say it will be sorted in 24-72 hours but it never has.

Now it looks like what started out as excitement at buying a Dyson has turned into a nightmare and having to contact my bank for a refund.

I now will never purchase another Dyson again and tell any family or friends to avoid. Truly terrible service.

I used to work for Dyson US as a first line customer service rep, was about to be promoted to a supervisor position when I was fired. Ask me anything!

EDIT: Dyson USA! I'm sorry, I did not think to clarify before. Thanks Goldenlondon for the question.

EDIT 2: My laptop died and I just got home to charge it, sorry for going missing. I think the questions are closed now but I'd love to do this again some time. Have a nice time, everyone.

EDIT 3: Apparently questions can keep coming so keep em coming, I might at some point stop replying but will come back tomorrow (if that's okay with mods)

EDIT 4: Thanks for all the questions, and for the chance of doing this AMA. I will not be answering any more questions henceforth. Maybe in the future. Thanks again.