UPDATE Jan ‘25: I’ve been asked quite a few times where this landed, so I thought I’d give an update. After two or three more lengthy fights with customer service via chat, I was assured for a final time I’d receive my machine and assumed yet again that would not actually be the case. Probably a week after that, I purchased a new Airwrap (in part because they told me I’d only have 2 months warranty total on the new one—they set it up so a replacement tool just carries out the remainder of the broken one). And shortly thereafter I was flagged by one of my neighbors that they saw FedEx throw a package into the planters by our front door and leave it, and they picked it up for me. Insane behavior, by the way—I lived in an urban setting and honestly can’t believe it wasn’t stolen. I ended up returning the one they sent and keeping the one I purchased so I’d have the full warranty once again (I know that’s a little shady and we’ll see if that one ever bites me haha). So in summation, my advice is to not let up and make clear to Dyson you won’t accept them not holding up their end of the deal.

Hoping someone has some advice here (but also hope very few people have been through the same). My airwrap gave out under warranty mid-October. I called Dyson support, they walked me through troubleshooting steps, video called with me, and determined it was totally broken and put in an exchange order for a new machine. They reassured me repeatedly I'd receive a brand new, not refurbished Airwrap and even let me choose which color. I sent in my Airwrap right away, and was assured if they received mine within the next day or so, I would have the replacement in hand within two weeks.

My broken tool was received at Dyson November 1st. Since then, I've spent hours on the phone with Dyson support, chatting with live chat, and exchanging emails after that two week window came and went, and it's become clear they're trying not to follow through on their promise. I was promised repeatedly by several associates that I'd have a shipping notification no later than 10-14 business days after it was received.

I called support again this weekend asking to escalate to a supervisor since it's still not been shipped 18 business days later and I've been without a tool over a month. The associate kept me on hold about 30 minutes before returning to say they delay is because of a stock out of "parts". I told him that made no sense because I have the exchange email promising a new blue/blush machine which is in stock everywhere, and again asked for the supervisor. He put me on hold again for 30 minutes, came back to say his supervisor was ready to talk to me and he'd transfer me to her, after which I waited on hold *again* for over an HOUR before I finally bailed.

TL;DR - Dyson is the shadiest company ever, after all. They have my old machine, refuse to send a new one despite the promised item being in stock. Has anyone experienced similar, and how was it resolved? Or is there some way to do a chargeback on my card for their refusal to honor the warranty?