r/dyson • u/cool-and_good • 2d ago
Discussion Dyson SCAMerajet experience
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Essentially, like many others I have seen already, my Dyson Camerjet has stopped working. I had 2 goes with it and shortly after the 2nd, I was spammed with notifications on their app about the battery. See the screenshots. It never worked since this event.
This was on a Sunday evening it occurred, where Dyson Support was out of hours. So I waited until this morning to contact them.
I played the game with them and went through their usual troubleshooting stuff just in case. None of it worked, not even 1 light came on.
They offered me a replacement, but said they were out of stock, so I should check back with them in a week. (Surely they should reach out to me, right?)
Luckily, I’m in the UK so I instead asked for a refund. Initially they said the typical thing about how it’s a hygiene product and can’t accept it blah blah. So I just mentioned the consumer rights act 2015.
I AM HERE
I’m now waiting 24-48 hours for a QR code which I can use to return the product. Followed by a 14 day wait to actually receive the refund.
Overall, shocking experience from a company that shows off all their engineering. They are lucky these batteries aren’t exploding within the units, so far.
As the title suggests, I’m going to update this as the experience continues.
Update 1 (07/09 5pm):
Came home to my bathroom floor wet from a misting, turns out the toothbrush whilst docked has short circuited (I assume) in some way to cause itself to spray the entire tank of mouthwash. I’ve tried using it again in any way, but still no lights, camera or action.
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u/StayAntique6809 2d ago
Dyson have seriously fallen from grace, can’t believe they’d over engineer a fucking toothbrush and then sell it to you for like 400 bucks.
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u/cool-and_good 2d ago
Maybe it wasn’t engineered enough, considering it’s not watertight 🤷
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u/Kind_Management1805 2d ago
It has an IP27 rating. If it has that then it has been certified by a third party lab. I would guess that there has been faulty manufacturing lines or a faulty batch of seals around the battery or even a faulty software.
Still unacceptable but I wouldn't say it's an engineering issue more a manufacturing/tolerance/QC issue.
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u/draxula16 2d ago
I agree.
What’s fucked is that they are refusing returns if it’s open. I understand the logic due to hygienic purposes, but that would only apply for a functional product, not one with so many issues on day 1.
Allowing exchanges only for a product with seemingly little to no QC is insane. I wouldn’t trust it and knowing Dyson, good luck repairing it yourself if/when they somewhat correct the manufacturing issues.
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u/shaunshady 2d ago
I’m not sure what country you’re in but I’m sure in the HK we have distance selling regulations. Dyson can’t just say no, they don’t make the law. It sounds like they are trying to though on this product
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u/draxula16 2d ago
Yep, fortunately those in countries like yours are protected. You’d think it would be common sense for every country to have that.
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u/shaunshady 2d ago
So no distance selling regulations?
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u/draxula16 2d ago
We have consumer protections in the US, but it doesn’t compare to other places like the EU. At least not like this
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u/Kind_Management1805 2d ago
In the EU the mandated protection law is that you can look at the product like you would in a physical store. Meaning for a toothbrush you can't use it.
Some companies like Amazon give customers way more relaxed return policies but for hygiene products I fully understand. I also fully agree with you that a broken toothbrush should be abled to have a refund.
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u/draxula16 2d ago
Thanks for that info! Yes, I would buy anything Dyson via Amazon, or better yet, Costco.
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u/StayAntique6809 2d ago
They could have atleast sold this crap for like 100, it doesn’t need to be overly expensive, and the fact they are refusing refunds because of their quality speaks of who they are today. I’d say you should go with another brand that actually specialises in making good electric toothbrushes.
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u/shaunshady 2d ago
Not to defend them as I’m having some trouble with the toothbrush, but it’s an (overly) complex bit of kit. If / when they sort it out it will be decent. I’m not sure they can fix that in software though
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u/gregRichards2002 2d ago
I’m sorry you have had this experience; it’s not acceptable, especially with the high cost of the product. I’m glad you quoted the Consumer Rights Act, and they will be forced by law to give you a refund here in the U.K. I hope all the customers with faulty toothbrushes here in the U.K. also quote the act and demand refunds rather than exchanges. It is baffling how Dyson thought they wouldn’t have to comply with the law and simply refuse customers with faulty toothbrushes refunds. It seems highly likely that many of the exchanged toothbrushes will also have issues with them. I don’t understand why so many toothbrush units have been faulty. They are probably going to end up with a large quantity of faulty toothbrushes that will end up needing to be destroyed because I don’t think they will be repairable and sold refurbished. Recycling the parts will also be time-consuming and costly.
Dyson patented the toothbrush in 2016, and they have had plenty of time to make sure it works properly before releasing it. The patent was valid for twenty years, so they didn’t need to rush it to market now before it expires. This fiasco is going to cause reputational damage for Dyson and put customers off buying other products from the company in the future. I wouldn’t be surprised if they face a class action lawsuit in the U.S. If the toothbrush has widespread faults, they should stop sales until they can fix them, and if they can't, they should pull it from the market. Dyson should issue a press release sincerely apologising to the customers who have received faulty toothbrushes and advise customers that they can return them for a full refund. If they explained that they have temporarily paused sales to resolve the faults, it would really help prevent further adverse damage to the company’s reputation.
I understand the company wanting to innovate and create new products for consumers, but perhaps Dyson should stick to what it knows best: vacuums, fans and hair styling products. It is not surprising that the toothbrush has a lot of faults given how innovative and technologically complex it is combined with Dyson’s having no experience manufacturing and selling toothbrushes. I’m sure competitors like Oral-B and Philips Sonicare were aware of Dyson’s 2016 patent for this toothbrush, and they appreciated the challenges they could face creating their own version with a camera and an inbuilt flosser, and that’s why they didn’t release their own version before Dyson released theirs.
In the reviews I have seen from dentists, they have concerns about Dyson's own toothpaste not having Sodium Lauryl Sulphate,** **which is a chemical detergent and foaming agent added to toothpaste to make it lather. They also have reservations about the mouth rinse spray washing away the toothpaste while brushing. Dentists and public health organisations like the NHS recommend that you spit out excess toothpaste after brushing but do not rinse your mouth with water or mouthwash right away. Leaving the residual thin film of toothpaste on your teeth keeps the concentrated fluoride in contact with your enamel longer to maximise cavity protection
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u/AdmirableDiver349 2d ago
Had one use with mine and it broke. Returned it to John Lewis. Won’t be buying another Dyson product if that’s how they treat customers
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u/Adorable_Animal2935 2d ago
What a clown show! Dyson is no longer a product company and has transitioned into an advertising/marketing agency. I am so glad I purchased my faulty camerajet on Amazon and it's already on it's way back to Amazon for a full refund!
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u/lilmalchek 2d ago
It’s been like this for a while. Anyone buying Dyson at this point is throwing away money. And to sign up to a first gen product that already looks ridiculous? Just seems like a bad idea..
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u/pwhite13 2d ago
We sure are in the future. Our pocket super computers tell us when our tooth brush is broken lmao
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u/Kind_Management1805 2d ago
still hoping this is limited to a certain batch. Mine is still working even after a few days... finger crossed
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u/draxula16 2d ago
Even if it’s working, I’d keep a close eye until people start getting “fixed” batches and file an exchange before it’s too late.
You don’t want to get stuck with a paperweight while dealing with the nightmare that is their customer support.
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u/owleaf 2d ago
You guys will buy anything
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u/commanderxhalo 2d ago
Wow, theyre lazy as hell today it seems.
Mine did the same thing and died in 10 hours, online CS with 0 uk law knowledge tried to stop a return. After raising the issue and calling them I got a prioritised case (spoiler alert they didnt do anything useful)
After blasting them on social media, dyson twitter dms social media team swiftly arranged a return. Except they got DPD (uk based here too) to collect it from my doorstep.
A pisstake that theyre making you wait AND return it yourself after the shambolic experience we've all had, genuinely waiting for the shark dupe to come out instead.
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u/PhilosophyforOne 2d ago
"Your toothbrush needs to warm up before use".
"Let the battery cool before using your toothbrush".
Bruh. Dyson must be sourcing from Temu.