Dyson, known for its range of products such as hair dryers, vacuum cleaners, and air purifiers, faced substantial discontent regarding its Airwrap hair styler. (Image courtesy of Yonhap)
SEOUL, Nov. 20 (Korea Bizwire) – Consumer grievances regarding Dyson, a renowned British brand positioned as a “premium” home appliance provider, have seen a substantial surge. Individuals who were drawn to Dyson products for their distinctive design, convenience, and exceptional features are encountering challenges with post-purchase services.
Numerous instances have emerged where consumers, even months after filing an after-sales service (A/S) report, are unable to use their products due to a scarcity of essential parts.
The after-sales service is also reportedly deficient, with instances of inadequate repair efforts, including the issuance of discount coupons instead of addressing repairs or replacements, seemingly to prompt the purchase of new products.
As per a report from the Consumers Union of Korea issued on November 15, there has been a significant uptick in Dyson-related complaints, reaching 864 through October, marking a 66.8 percent increase from the same period last year (518).
Notably, this figure has already surpassed the total number of complaints received in the entirety of 2021 (628).
The predominant grievance category was “after-sales service” (A/S), constituting over half of the total complaints at 538 (62.3 percent). Concerns within the after-sales service sphere revolved around prolonged repair durations due to parts unavailability, even for products purchased within the prior few months to two or three years earlier.
Other complaint categories included 142 cases of “quality complaints,” 70 cases related to “contract termination (withdrawal of subscription),” and 55 cases of “contract default.”
Dyson, known for its range of products such as hair dryers, vacuum cleaners, and air purifiers, faced substantial discontent regarding its Airwrap hair styler, which experienced stock shortages despite its luxury status and a hefty price tag of 700,000 won.
Despite Dyson’s commitment to replacing products with refurbished ones if repairs are unfeasible due to missing parts, instances have arisen where Dyson unilaterally altered its after-sales service policy.
This shift involved offering discount coupons or nominal compensation after customers endured prolonged waits due to parts unavailability. Notably, the compensation method involved providing a 30 percent discount coupon for new product purchases, effectively incentivizing repurchases at a discounted rate.
This change in the after-sales service policy, even for products within the warranty period, intensified consumer dissatisfaction, as highlighted by the Consumers Union of Korea.
In light of these issues, current consumer protection laws establish a standard for resolving consumer disputes. Specifically, if a product is within the warranty period, and the company fails to deliver the repaired product after one month from the consumer’s request, it should be either exchanged for a product of the same kind or refunded.
Examining the complaints by product category for the current year reveals that hair devices, a popular product line, accounted for 572 complaints, comprising 75 percent of the total. This was followed by 181 complaints related to vacuum cleaners, 65 for air purifiers, eight for fans, four for stylers, and additional complaints concerning humidifiers or warm air light fixtures.
Common grievances included inadequate power for hair devices, limited runtime for vacuum cleaners due to rapid battery depletion, and noise issues with air purifiers.
Kevin Lee (kevinlee@koreabizwire.com)
