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Mahes Visvalingam Customer Talk |
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This subweb seeks to provide case studies and observations for those undertaking research on Customer Services. The author is not qualified to give any advice and shall not be held liable for any action or outcome arising from readers mistaking the observations and cases provided herein as advice. Readers should consult official sources and seek the advice and assistance of specialist professionals. |
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DYSON - exceptionally good
after-sales service On the recommendation of other Dyson owners, I bought a Dyson Animal in April 2002 and an extended 3 year warranty. I bought it to help alleviate my allergic reactions to dust and pollen and it did seem to do that, sucking up a lot more dust off our old carpets. Apart from its weight, my only other complaint was the difficulty I had in emptying it. The problem was not the emptying of the bin itself - the main problem was that the central vent leading to the filters was always choked with fluff and dust which I had to knock out - a messy business in windy weather. I had to have a long shower immediately afterwards to recover from it. I put it down to poor design.
The accumulation of dust and fluff in the central vent of the Root Cyclone got worse and worse until in June 2006, the machine lost suction. There were others reporting sudden loss of suction on the internet. I asked friends and others about their vaccum cleaners. Several people, including a shop assistant told me that loss of suction was to be expected. However, a friend pointed out the Dyson claim that their vacuum cleaners do not lose suction and suggested that I give them a ring. Since their help line is on the machine, I decided to do so even though my machine was, by now, well out of warranty.
It is an 0870 number but I was impressed that the phone was almost immediately answered by well trained staff on each occasion. On the first occasion, I was asked to wash out the filter thoroughly, dry and refit it and ring back if the suction did not return. Again, the response was prompt when I rang back. I was asked to put on the machine and given instructions on how to check various parts of the machine. When the suction did not improve, I was sent a replacement Root Cyclone, the bin to match it (in case it had a crack) and a new filter housing in case it was bunged up - all free of charge. I only had to buy a replacement filter for about £15 from the local Co-op. There were no quibbles; there had been a faulty component from the outset and instead of putting it down to poor design, I should have rung their help line - my fault for being a cynic.
The parts arrived, and
bingo, the suction was back - even if it is not back to its original suction. Dyson's after-sales service is a shining example of what British
Customer Services used to be like. I have experienced a lot of
unnecessary hassle with seeking redress on several other fronts -
hassles which undermine our health. So, I am willing to pay
the extra for quality Customer Services, now that I have had personal
experience of it.
PS: I have no experience of dealing with the Customer Services of other vacuum cleaner makers - they may be equally good. So, this is not an advert for Dyson - it is merely a record of my experience in June 2006.
Thanks again to Mr James Dyson and his team.
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