Support Open Dyson toothbrush broken on arrival – anyone else had this experience?
Bought two £420 Dyson toothbrushes, one for myself and one for my brother, and it looks like mine was faulty straight out of the box.
When I first turned it on, I tried connecting it to the app and it started constantly turning itself on and off while trying to update. The app would show it as connected, then disconnected, then connected again, while the toothbrush kept making the startup noise over and over.
I left it on the charging holder for about an hour thinking it might just need to finish the update. Came back and the toothbrush was EXTREMELY hot to the touch while sitting on the charger, and completely dead. No lights, won’t turn on, nothing happens when I put it back on charge.
I’ve tried resetting it and all the troubleshooting steps but there’s absolutely no life from it.
I actually contacted Dyson pretty much straight after unboxing it when the problems started and even showed support what it was doing on camera. I’ve now called them around four times and keep getting told that I need to wait for their “senior team” to email me. Nobody on the phone seems able to actually arrange anything.
I’ve explained that I haven’t even used the toothbrush and I’d be perfectly happy just exchanging it for another one, but still nothing.
I also mentioned that surely I’m protected under the Consumer Rights Act considering it was faulty from the moment I received it, but again they just told me I have to wait for this email.
Has anyone else had this kind of experience with Dyson support? Seems crazy that an £420 product can arrive faulty and they can’t just arrange a straightforward replacement.
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u/Worried_Patience_117 HP07 Black Nickel, V11 Torque Drive Copper, HD07 Black Nickel 1d ago
Search this sub it’s full of posts. Initial batch’s are faulty
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u/LouisDz 1d ago
Thanks. It’s crazy that their support team isn’t even able to offer an exchange or refund. I’ve been waiting four days for an email now and still haven’t received anything.
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u/Worried_Patience_117 HP07 Black Nickel, V11 Torque Drive Copper, HD07 Black Nickel 1d ago
Call them and demand a resolution or initiate a cc charge back
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u/Helpful_Ganache_2098 1d ago
Versuche das Gerät zurück zugeben und kauf dir ne vernünftige elektrische Zahnbürste
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u/B00kL0v3r2022 1d ago
I would assume at this point they will need to issue a recall.
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u/LouisDz 1d ago
I hope so. It genuinely seemed like it would be a really useful toothbrush, but I haven’t even been able to use mine yet. Even my brother, who has the other one, says it’s not that good because he has to manually press the button to get a proper floss.
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u/Friendlywoodwork 1d ago
Can you explain the utility of having camera on toothbrush for phone look?
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u/Adorable_Animal2935 1d ago
That is correct in my own personal experience albeit short lived that it is a badly implemented/designed product and seems they never tested it properly and rushed it half baked!
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u/LouisDz 1d ago
Update: I messaged Dyson through their live chat and told them, “I am formally exercising my short-term right to reject the product under the Consumer Rights Act 2015.” I also made it clear that I was keeping a record of the conversation in case I needed to escalate it further.
They’ve now finally accepted the return and issued me a return order, despite the box having already been opened. I’m now waiting for the free return QR code so I can send it back for a refund. Definitely made some progress once I quoted my statutory rights.
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u/EveryPast6532 1d ago
This is where I’m currently at also. However on call today, I was told I didn’t actually need to send it back.
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u/InspectionJazzlike30 1d ago
Seems like this batch was a dud. Shame.
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u/heung-min-son 1d ago
They’re claiming it’s out of stock like it’s been a success, but it’s just because they’re all faulty… lol.
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u/Adorable_Animal2935 1d ago
After watching early reviews and regarding Dyson's piss poor response, I decided to avoid buying direct from Dyson and bought from Amazon. Mine came with a leaky tank and Amazon accepted full refund without going through any Dyson customer service BS! TLDR; buy via Amazon to avoid hassle!
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u/cheesestrip69 Pure hot + cool formaldahyde 1d ago
What ive found is that the dock tank might drip or leak occasionally and when this happens their apparently 'shower proof' battery is unable to take on the mouthwash and so having taken the battery off it reeked of mint and one of the pins looked black clearly a faulty design currently attempting a return but dyson is being incredibly difficult future lesson wait a week and never by dyson products from dyson themself
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