Dyson: endless wait to replace faulty Pure Hot+Cool heater

Warning: a £550 Dyson Pure Hot+Cool heater that never works

I’ve admired Dyson’s electrical devices since I bought one of its early vacuum cleaners in 1998. I love the elegant, clever designs. I also admired James Dyson’s long battle to bring his invention of the cyclonic, bagless cleaner to market.

So when our central heating failed just before Christmas, I was quick to order a Dyson Pure Hot+Cool heater for our large kitchen. It worked like a dream, so after almost a week without heating I bought another. This time, as I turned on the second Pure Hot+Cool for the first time, I saw a stark warning triangle in place of the display:

I called customer service, and eventually got the device working.

At least once a day the dreaded warning triangle would come on again, and while it was displayed the device would not do anything. After a week, the Pure Hot+Cool stopped working for good.

I called Dyson on Thursday 14 January, and was put through to an engineer. I was very impressed that she conducted a video diagnosis of the machine, which led her to conclude this was a faulty machine that needed to be replaced. She arranged for it to be collected, and a replacement delivered, the following Monday, 18 January. She explained that the courier would bring a box for the faulty machine.

Monday 18 January came and went without anything happening. I called a day or so later and was told that the Pure Hot+Cool was out of stock until early February, so there was no replacement available. It looked like I’d have to wait, despite what I was told by the helpful engineer.

At the end of January, I received a ray of hope. Dyson emailed to say ‘Your Dyson guarantee is now active’, showing a Dyson Pure Hot+Cool purchased on 28 January. From our experience with three purchases in December, Dyson sends these registration emails a day or two before you receive your machine. I waited for an email with delivery details, but got nothing.

The faulty machine, four weeks after it should have been collected and replaced

I called Dyson yet again on Monday 8 February and was told that Dyson would ask the courier company what had happened. The agent said this could take up to five working days. Seven working days later, no one from Dyson has contacted me. The useless machine is sitting in the house, as it has for 30 days.

Needless to say, my view of Dyson has taken a big hit. Having spent £1,400 in 10 days in December on two heaters and a vacuum cleaner, I expected so much better.

PS: fortunately, our central heating was mended in late December.

Update, Thursday 4 March

The replacement finally arrived today.

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