Tags: Eulogize
Dyson, Rocks.
April 29th, 2005, by Rich.
Dearest friends, family & idle passers by, the news about the washing machine is good.
Steve the Dyson engineer arrived on schedule and gave it a thorough once over. For those not familiar with the Dyson customer service policy, it’s pretty cool. If the machine is out of it’s two year warranty period, the cost of a service is fixed at £55 for a vacuum or £85 for a washing machine - this includes all parts.
What’s less commonly known is that Dyson are constantly improving the design of their machines, so during a service call it’s not uncommon for components to be upgraded.
So, Steve not only cleared the blockage (which wasn’t a coin it was sludge), he also upgraded the soap dispenser, the lock, the coin trap, the filter, and the control software; and he’ll be back next week to replace the front panel, which has a small chip out of it. He even took this photo of the inside of our CR-01 and emailed it to me (after I expressed regret at not having a digital camera with which to take such a picture).
Now, you might think £85 for this kind of service is pretty darn good. I certainly do. So you can perhaps imagine my mild astonishment when Steve told me that because (a) the sludge build up was not something we could have avoided and (b) Dyson would have come to see me about the free upgrades soon anyway… the whole service was free.
So, a message to everyone at Dyson - you rock - have a nice weekend.
May 5th, 2005 at 10:34 am
Wow! That really IS service… no doubt also delivered with a smile?
When my 10 year old ‘other model’ broke recently, I considered replacing it, but as it is a built - in job, the choice was limited (no Dyson) and very expensive. However, a local repair man managed to get it back to working order for £100.
One thing I DO know is that when you have a dog, you need a Dyson cleaner!
May 21st, 2005 at 6:32 pm
Well - as it happens, just today (21 May)got an unsolicited phone call from Dyson Help Centre who’ve now arranged a free service and upgrade for the Washing m/c purchased 2 yr ago.
Now after all the negative publicity you usually get with domestic appliance manufacturers you have to admit it’s a refreshing change to praise those that go that extra mile!.
There again the cynics amongst us (myself included) will quite correctly point out that Dyson’s a tad more expensive than the average.
….but then as the saying goes, perhaps: “you do get what you pay for” ?
Now last time Dyson eng came (9 months after purchase) he took 3 visits(over about 2 weeks) to fix a intermittent power circuit board problem but he was the model of politeness and civility and even gave the Dyson hoover a once over as well while he was here testing the washer!
Now when you get customer service like that I personally have no qualms enthusiastically recommending a manufacturer/retailer.
So upgrade/service scheduled for 6 June 05 - Will let you know outcome.
May 25th, 2005 at 10:43 pm
As luck would have it my CR01 (2 years 6 months old) has come up with a fault F11 code this evening. Will be phoning Dyson in the morning, we are covered by a comet extended warranty but if I can force the issue of the upgrade service and get a Dyson engineer out so much the better.
June 8th, 2005 at 8:58 pm
On Saturday my Dyson CR01 had the same fault code F11. I called Dyson Helpline and they sent an engineer on Tuesday. The Engineer did not turn up until 21:45.
The fault code F11 in the Dyson Manual states that the fault is ‘No Motor action’.
When the engineer looked at my machine, he found that the fuse on the controller Board was blown.
He replaced the whole controller board and upgraded my soap tray, coin trap, fish door release and main software for machine.
When he put it all together, the machine said the outer door was still open. The engineer found that he had forgot to plug one of the cables back in.
Once he had corrected this mistake the machine would still not work due to No water coming in to the machine.
He left my house at 23:00 & said he would return when he got some advice.
The Engineer came back on Wednesday at 18:00 and fitted another controller board, which fixed the problem with the water.
After putting it all back together and putting a cycle on, I noticed that the drum was too far to the right. The engineer had left his torch inside the machine wedged between the side panel and the drum.
He has now finally fixed my machine and gone. What an Engineer!!
Dyson’s Help Line is good, but the Engineer was crap.
Hope no one else has this Engineer.
September 14th, 2005 at 7:25 pm
As a Dyson engineer for several years I have never called at a customers address after 6pm.
Dyson engineers always do repairs at your home or work address, any repairs advertised by local shops are not authorised by Dyson and in alot of cases will cost more and be an inferior repair.
Current repair costs are Vacuum £55, Washing machine £85. This includes call out, parts and labour and 1yr guarantee on new parts.
Repairs are usually done within 3 working days of your call and 97% of repairs are fixed on the first visit.
Hope this info is useful.
September 27th, 2005 at 1:05 pm
I have this washing machine too and it has brought up a few Fault codes and everytime I call the customer servce helpline, they are extremely helpful and polite and arrange for an engineer more often than not within 24 hours - top service! The engineer is always prompt and polite and extremely helpful answering any questions I may have, fixes the machine and adds new parts/upgrades.
Service with a smile and extras, very painless!!
October 21st, 2005 at 6:32 pm
We have a 18 month old DC04 that has been through hell, what with house alterations and decorating dust, not to mention two cats worth of hair. I even took it into work to clean on office floor covered in plaster dust and bits of cable. Not a peep out of it, until recently when the motor started to give up. One call to dyson, and in 3 days the engineer called. He replaced the motor in about 5 minutes. now it works like new again. Well done dyson, you do every thing right, will be buying a CR01 soon.
February 13th, 2006 at 6:02 pm
I have just bought a second hand dyson washing machine do anyone know how i can check how many washes it has done??
i know it can be done i had one b4
February 13th, 2006 at 10:22 pm
Switch the Machine on then, in quick succession, press the Temperature button, then the Soil Type button. You dyson should enter diagnostic mode - the main display then shows the number of washes, the last three fault codes, and the version of the software (if i’m remembering correctly). So, for example, if a machine shows 4321F6F5F2V131 then it’s done 4321 washes, the most recent fault was an F6 (and before that an F5 and an F2) and the software revision is 131.
This is what I can remember from looking over Steve the Engineer’s shoulder and putting 2+2 together. If anyone can corroborate or improve on this then please do.
March 11th, 2006 at 5:20 pm
Well we have had a CR01 since they were first launched. As far as service goes, Dyson is by far the best company in Britain, in our experience for service in any field. The word “exceptional” is too cliched to use but you get the picture.
We were gutted when Dyson pulled out of the washing machine market because frankly, the Dyson washing machine is in a class of its own and backed by the sort of real service that other companies can only claim in glossy brochures.